Elena Ford, chief dealer engagement officer, paid a visit to Vietnam on Jul 23-24. This visit underscored Ford's commitment to enhancing its presence and customer service experience in the region.
In her current role, Elena Ford collaborates closely with Ford's 10,000 dealers globally, including those in Vietnam. She focuses on enhancing the consistency and efficiency of the global dealer council's governance, improving retail facilities worldwide, modernizing training and development programs, promoting dealer diversity, expanding community engagement, and sharing best practices.
Accompanied by Kay Hart, IMG president, and Yukontorn ‘Vickie’ Wisadkosin, ASEAN president, Elena conducted a comprehensive business review with Ford Vietnam, discussing strategies to leverage the strength and commitment of the dealer network to collaboratively drive customer loyalty, and expand Ford’s market reach. This involves capitalizing on the extensive knowledge and local expertise of the dealers, who play a crucial role in understanding and meeting the unique needs of their communities.
The trip highlights were visits to Capital Ford and Hanoi Ford, these dealers are the forefront of implementing new customer experience initiatives. At Hanoi Ford, Elena Ford experienced the innovative express mobile service initiative known as the “Hanoi Model” which designed to provide faster and more efficient service to Ford customers using Mobile Service Vehicles. Elena expressed her appreciation for these efforts and emphasized the importance of such initiatives in delivering exceptional customer experiences.
In addition, Ford Vietnam and dealers exchanged insights on market trends and customer expectations. These discussions were instrumental in aligning Ford's strategies with the unique needs of the Vietnamese market. This collaborative approach ensures that both Ford Vietnam and its dealers work together to identify growth opportunities, implement innovative strategies, and deliver exceptional customer experiences that differentiate Ford in a competitive market.
Elena’s visit reaffirms Ford Motor Company's dedication to supporting its dealer network and enhancing customer satisfaction in Vietnam. The company looks forward to implementing the insights gained during this visit to continue delivering outstanding products and services to its customers.
