Ford Motor Company is striving to make the Ford owner experience easier and worry-free through programs that show appreciation to its long-term customer base.
“The customer experience is the most important area we can invest in to become the world’s most trusted company,” said Elena Ford, the company’s chief customer experience officer. “The real measure of our success as a company is keeping customers’ loyalty over time.”
FordPass Rewards
The FordPass app has already increased the customer experience by the owner having the ability to monitor their vehicles, find parking spaces or make service appointments. The app is now expanding with a new customer loyalty program called FordPass Rewards.
With 1 million active users already, the FordPass Rewards gives customers who purchase or lease a new Ford vehicle to receive points they can use toward complimentary maintenance*, parts, service or a new vehicle at participating Ford dealerships.
“The flexibility we provide customers through FordPass Rewards is a unique relationship-building tool with our customers and dealers,” Elena Ford said. “Only Ford offers complimentary maintenance, rewards, roadside assistance and puts control in your hand.”
The New Call Center
A new nationwide contact center opening in Houston that specializes in a new customer-centered approach. Immersed in the heart of the world’s largest truck market, the center has a group of specialized agents solely dedicated to serving truck owners which is Ford’s largest, most loyal and demanding customer groups across the United States.
The days of your call being transferred through departments is over. Ford is testing out the “own the call” model that will be global standard. Agents stay with the customer through the entire call to resolve all matters.
“Customers in today’s increasingly connected world expect better and more personalized treatment from companies. They want solutions that make them feel productive, cared for and special,” Elena Ford said. “That’s why we’re reimagining every single part of a customer’s ownership journey. Everything we’re doing is to empower customers and make their complicated lives simpler and worry-free.”
Ford Mobile Service Pilot
Ford is expanding a new U.S.-based mobile service pilot, which brings vehicle maintenance and light service to customers wherever they might be. The pilot currently runs in California and will expand in May to dealers in Texas, Illinois, New Jersey and Florida. Based on results, Ford will decide later whether to expand it.
Lease Renewal Made Easy
Ford Credit has designed two pilot programs designed to make lease renewals worry-free.
- Personal Lease Assistant: Personal lease assistants will help about 1,000 customers of select dealers in Philadelphia and New York navigate the lease renewal process.
- Drive New. Now: By knowing the customer, Ford Credit can provide personalized vehicle offers – making sure customers are provided with the right vehicle at the right time.
All these programs have been developed to make the customer experience easier and hassle-free. “If we truly want to be serious about customer experience, we have to resource it like we do F-150,” Elena Ford said. “It’s time we do.”
Who is excited about these new updates? Stay connected with The Reed Factor for more automotive news you can use. If you are in the market for a Ford truck, car or SUV visit Reedhasit.com.
