Reclaiming Customer Conversations
Global insights show that buyers will switch car brands based on poor dealership encounters. With figures as high as 1 in 4, Ford wanted to be in the best position possible and ensure that consumers were placed at the heart. To achieve this, Imagination was approached to develop a more personal and comprehensive experience. The solution had to be adaptable to individual markets in Asia Pacific and a rapidly-changing landscape, ensuring that it would readily integrate into existing frameworks.
Imagination’s long standing partnership with Ford uniquely positioned us to deliver this highly complex innovation. No two consumer interactions are ever the same so we created a tool that’s flexible, scalable, intrinsically human centred and future-proof. New, truly personalised experiences were developed with moments designed to surprise and delight the end user, empowering the brand to reclaim every step of the conversation to facilitate more fluent relationships. Our solution built an emotional connection and delivered a fully connected experience that seamlessly integrated into Ford’s existing systems. We strengthened brand affinity in creating something so distinctly Ford.
//"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