I don’t think there are many that will disagree on the importance of training, especially when things get tough… Employees need to be razor sharp and equipped with the right tools in order to survive these times. We have been working a program to help companies identify prioritize and target employee performance deficiencies; the goal is to help maximize the training dollar spent. Train on focused employee identified issues, rather than general corporate objectives. Our Performance Map will identify the “desired state” and our Gap Analysis will uncover the “actual state” the gap is what you concentrate your training on! You now not only have the tools to help plot an immediate initiative for a quick result, but it also serves as a good foundation for long-term planning and curriculum development for a learning program. Either way, you now have a clear snapshot of what needs to be done to continue developing employees. For more information, take a look at the presentations posted at < http://www.slideshare.net/secret/eP06pDOOto1uaD >

I highly recommend Jeffrey Gitomer's book "Customer Satisfaction is Worthless: Customer Loyalty is Priceless." Then read "Customers for Life" by Carl Sewell.

Amen! I've been developing and hosting automotive training programs for more than a dozen years, and it baffles me that manufacturers (and thus dealers) chase CSI/SSI scores instead of loyalty.

How many automotive customers award "all 5's" on a survey, and never revisit the dealership for service or a future vehicle purchase? Answer: More than any dealer or manufacturer cares to admit. If you want to know how happy people are, there's a simple measurement. Do they return? If so, they're satisfied. If not...they weren't. End of story.

Imagine what would happen if we shifted the paradigm. What if our business mindset was simply: "What will it take to generate loyalty?" And then do it.

And I don't buy into the hype that it's too expensive to make 'em loyal. Ask the best-of-the-best salespeople and they'll tell you unequivocally, "My happiest customers spend the most." The real question: "How long can we afford NOT to do the things that make them loyal?"

Don't take my word for it. A number of the dealers I work with who have subscribed to the idea of generating loyalty and providing uniquely branded sales/service experiences will all testify that they're meeting with greater success as a result.

This is utter claptrap - typical marketing speak.

The truth is that Volkswagen Group have massively scaled back their training in 2009, clearly to the detriment of the business and the people within it.

Having had direct experience of the Volkswagen Group Training Services, not as a delegate I hasten to add I must admit that a lot of training conducted in the past has been a huge box ticking exercise, a classic case of training for trainings sake.

The training facility IS superb but what good is a great venue if you are guilty of training the wrong people on the wrong subject matter