Elena Ford : The Future of Customer Care

When it comes to the automotive industry, many people are not aware of Elena Ford. Ms. Ford is the great-great-granddaughter of Henry Ford. Previously, she was the vice president of the Ford Motor Company, and now she holds the leadership position of chief customer experience officer. The company’s history is long. It began around 1902 making the famous Model T. Henry Ford was the founder of the company and the mastermind of the assembly line style of manufacturing. The Model T gave people freedom and the ability to move around, and it changed the face of America and the world.

Elena Ford realizes she has a strong tradition to carry on, but she is no stranger to business. She has worked in several international companies in South America and China. From her experience at these companies, she has developed systems and processes to make new customers and hold on to the ones you already have. One method that Ford is successfully duplicating is the process of listening to customers. Elena believes in looking to customer comments, analyzing data, and having proactive reactions.

Other areas that Elena Ford remains focused on are the buying and leasing experience. Both situations can be stressful, but not at Ford’s newly envisioned models. The dealership’s showrooms are bright and clean. They do not resemble the classic car lots. People that lease Ford vehicles also have many options available to them at the end of the lease. Ford has made a simple three-step process that allows the owner to return the car, sign up for a new contract with a newer car, or arrange to purchase the one they have been leasing. These options have proven to be a favorite for leasees.

The Ford Motor Company has been steadily perfecting manufacturing and utilizing new technologies. The team enhances car designs and ads new features, such as the FordPass app. Elena Ford worked on the FordPass app and should be proud of it. The app can do many things to make a driver’s life easier. For example, it tracks the condition of the motor and will alert you when it is time for a checkup. You do not have to worry about forgetting where you parked anymore either because FordPass will remember for you. Other functionalities are locating gas stations, hands-free communication, and remote start.

Elena Ford and the Ford Motor Company are a great pairing. The future of its automotive lineup and customer care is more than bright. It is futuristic and modern. Genuine customer care, proven products, and a reliable company will no doubt take Ford company ahead through the next 100 years.

https://www.autonews.com/article/20181015/OEM02/181019709/elena-ford-named-chief-customer-experience-officer