Phoebe Wall Howard Detroit Free Press Published 12:32 PM EDT Oct 15, 2018 As unhappy customers dominate social media to share horror stories, companies including Apple, Amazon and Delta Airlines have named top executives to eliminate problems — and Ford Motor Co. has taken notice. “We can see where the customer pain points are and improve them. We are going to have a laser focus,” said Elena Ford, who on Monday was named chief customer experience officer for the Dearborn-based automaker. “Whether it is getting oil changed or dealing with a call center, experience is important," she said in a telephone interview with the Free Press. "Loyalty is very important. We want to be easy, thoughtful and caring about the way we handle situations. Every day, I will wake up and worry about how customers feel about their interactions with Ford, whether they’re browsing our website or dealing with Ford Credit renewal.” She has spent time recently in … [Read more...] about Elena Ford takes ‘customer experience’ role for automaker
Customers experience management
Happenings: Ford and Sime Darby Auto Connexion Concludes its 10th Anniversary Extravaganza with a Customer Winning a Ford Fiesta 1.5L Sport
Sime Darby Auto Connexion (SDAC), the authorised distributor of Ford in Malaysia recently concluded its 10th Anniversary Extravaganza where a customer drove away a brand new Ford Fiesta 1.5L Sport. Mr. Logeshwaran A/L Balasubramaniam from Pahang was handed the keys to the car at a recent prize giving ceremony. The SDAC 10 th Anniversary Extravaganza ran from 1 April 2018 to 30 June 2018, offering incredible deals on selected Ford models. During the campaign, customers who purchased any Ford Ranger model stood a chance to walk away with a Fiesta as the grand prize. Logeshwaran, who is a happy Ford Ranger owner who had been made happier, said, “I’d like to thank Sime Darby Auto Connexion and Ford for this reward. My family and I never expected to win a prize, let alone a brand new Ford Fiesta 1.5L Sport. This has truly made our year extra special!” Syed Ahmad Muzri Syed Faiz, Managing Director, Sime Darby Auto Connexion explained a bit more about the … [Read more...] about Happenings: Ford and Sime Darby Auto Connexion Concludes its 10th Anniversary Extravaganza with a Customer Winning a Ford Fiesta 1.5L Sport
MT Interview: Peter Bell, Managing Director, Manheim
Appointed in March this year, Peter Bell is the managing director at Manheim, the auction and remarketing division of Cox Automotive. In this interview he talks with Julian Buckley about adapting the business for the digital future, including changes to physical auctions You’ve got an extended background in automotive but you’ve just recently joined Manheim. Can you say what the learning curve has been like? The learning curve has been steep. There’s a lot more to Manheim than just auctions, so there’s been plenty for me to get my teeth into. It’s been made easier by joining such a great team, they have some rich experience, which is invaluable to a new person. I’ve had exposure to remarketing in my previous roles, so I’ve always understood how important it is. But I’ve been getting into the detail, the mechanics of the overall process, looking at the end-to-end offer. There’s a richness of data available, so I’m starting … [Read more...] about MT Interview: Peter Bell, Managing Director, Manheim
£200,000 investment sees Poacher’s Pocket serve up new experience
COMBER gastro-pub the Poacher's Pocket has re-opened following a £200,000 renovation which its owners believe will offer an enhanced customer experience.Balloo Inns Group - whose portfolio includes Balloo House in Killinchy and the Parsons Nose in Hillsborough - has completely revamped the award-winning Lisbane hostelry, extending the front bar and offering patrons and culture enthusiasts a traditional country-chic pub experience.Already well known for its focus on local products, the bar offers hand-picked home-grown ales, artisan gins and specialised whiskeys, while live music will be a strong feature with mid-week open traditional sessions and regular weekend appearances from singer songwriters like Ken Haddock and Matt McGinn.The Poacher's Pocket opened in 2013 and since then has won an array of accolades, including Best Gastro-Pub in County Down at the Irish Restaurant Awards for the fourth year running. It was also awarded the 2018 title of Best Wine Experience.Ronan … [Read more...] about £200,000 investment sees Poacher’s Pocket serve up new experience
Volkswagen Passenger Cars Malaysia in 2017 – 6,536 units sold, 8.1% growth, after-sales improvements
Volkswagen Passenger Cars Malaysia shared its performance review for 2017 at a media roundtable session today, revealing its sales figures for the year prior. The company, which became the official distributor of Volkswagen vehicles in Malaysia in September 2016, also gave us some insights into its after-sales improvements as well as future plans (the facelifted Golf is one of them)In 2017, VPCM managed to shift 6,536 Volkswagen vehicles to customers, with 94.5% of them being locally-assembled models. This represents an 8.1% growth from 2016, with just one major product launch in the form of the Tiguan SUV. Based on preliminary sales figures, VPCM says its market share stood at 1.3% as of December 31, 2017.Moving away from sales figures, the company highlighted its efforts to improve the after-sales experience for customers. This includes constantly evaluating its sales and after-sales core processes, monitoring dealer network performance and administering improvements via coaching, … [Read more...] about Volkswagen Passenger Cars Malaysia in 2017 – 6,536 units sold, 8.1% growth, after-sales improvements