Zac Hollis

....who played a central role in the turnaround in fortunes of Skoda in India, a hair-raising story taking in corruption and trolls which he led them through as Sales & Marketing Director. He arrived in November 2018 to find Skoda 16th of 18 car manufacturers in the customer satisfaction ratings. Behind the headline was lots of noise, from dealers and customers, with a terrible online reputation, with cars that were too expensive to own, parts sold at rip-off prices, location a huge challenge, cheating dealers and a customer experience that didn’t match the premium or “Value Luxury” product experience. What followed was an impressive turnaround that involved clearing out corrupt dealers who had been in the system for 20 years. It also saw Zac becoming directly involved in Skoda’s social media in India, talking directly to the trolls. Through the introduction of cheaper format service centres and new investors, the dealer network trebled in size in 3 years. The culture was shaped by introducing values and a mantra for all staff to live by.  By October 2022 when he went on a well-earned career break, the position was transformed and Skoda in India had risen to 3rd in CX with a side-effect of Zac having 25,000 Indian Twitter followers. This is customer pioneering against the odds!