Reclaiming Customer Conversations
In the face of shifting customer expectations, Ford identified an opportunity to create a new retail experience, leveraging technology to empower sales and service staff, and re-focus on the consumer.
The new digital platform formed part of the brand’s Ford Guest Experience programme. The challenge? It would need to work across six markets and hundreds of dealerships, each with their own customer engagement needs, both regionally integrated and locally relevant. Our goal was to help Ford reclaim customer conversations while making it easier for sales consultants on a day-to-day basis.
Following a close investigation of the customer experience, we identified key touchpoints where technology could be introduced. The solution is an easy-to-use sales tool that’s visually engaging and flexible, supporting dealership staff and enabling customer exploration. The tool provides the consultant with everything they need for product presentation – from product demos, pricing and financing options and even product comparisons.
//"Imagination's capability and creativity in the areas of digital innovation and problem solving provided the difference we needed to create a sales and service experience that is distinctly Ford that all our guests can trust." David Jeffrey | Consumer Experience Director - Ford AP Operations