DEARBORN - In addition to the reveal of the 2013 Lincoln MKZ, Lincoln also disclosed a new wide-ranging customer service program at the New York International Auto Show.
Lincoln is reinventing how it interacts with customers, in part by collaborating with a world-renowned organization of hotel concierges to create a better service experience. In addition, Lincoln will be providing around-the-clock online concierge services.
“We realize that great new vehicles are only one part of Lincoln’s transformation,” says Jim Farley, group vice president, Global Marketing, Sales and Service.
“Outstanding cars like the all-new Lincoln MKZ have to be matched with personal and innovative customer service at every step.”
For the first time in the automotive industry, Les Clefs d’Or - the international association of hotel concierges - is sharing its expertise helping Lincoln to reinvent how it serves customers.
Les Clefs d’Or is consulting on the new Lincoln Academy, a sales and service associate training program for Lincoln dealership personnel aimed at training them to deliver the same personalized service experiences customers receive at top luxury hotels.
The Lincoln Academy is a long-term commitment to culture change in dealerships. Shaping the curriculum is a team of training professionals with direct experience in the hospitality industry. These Lincoln Luxury Culture Ambassadors will apply their expertise in client service to the new Lincoln training curriculum. The program for the Lincoln Academy kicks off this summer.
For times when shoppers and customers are not able to make it to a dealership, Lincoln will begin offering a new online service available around the clock. It will offer people a more personalized experience, including live interaction with a highly trained concierge who can engage through interactive video.
The new online service will be accessible through Lincoln’s website, www.lincoln.com. It will provide a more seamless transition between the customer’s online research and the initial visit to a dealership.