Network sees retention culture emerging

Car leasing brokers are turning from fast churn activity to customer retention. That's the view of Network, the franchised leasing broker network. A market that was built on a heavily oriented sales culture is maturing, says Network. The broker model was traditionally based on bringing in new business at highly competitive prices. This often meant low levels of customer service and high levels of customer turnover. However, there are signs that the market is now entering a new phase, reckons Network. Long-term thinking is now the norm for some of the foremost car leasing brokers in the industry.

R By Ralph Morton

30 November 1999 2 min read

Car leasing brokers are turning from fast churn activity to customer retention.

That’s the view of Network, the franchised leasing broker network.

A market that was built on a heavily oriented sales culture is maturing, says Network.

The broker model was traditionally based on bringing in new business at highly competitive prices.

This often meant low levels of customer service and high levels of customer turnover.

However, there are signs that the market is now entering a new phase, reckons Network. Long-term thinking is now the norm for some of the foremost car leasing brokers in the industry.

“We’ve witnessed a change of tone from many of our top brokers,” said Jo Elms, brand director, Network.