Besides unveiling the production 2013 Lincoln MKZ, the first vehicle to result from the division’s new found “independence,” the New York Auto Show served as a venue for Ford to discuss it’s planned “Lincoln Experience.”
One of the biggest thrusts is really taking the idea of customer service to a new level, so initiatives such as the Lincoln Academy are underway, designed to fundamentally change the way in which Lincoln representatives work with clients. In order to do that, Lincoln is going outside traditional channels, tapping into resources like Les Clef’s D’Or (prounced clay dore or literally translated golden keys), to help train staff in new and unique ways when it comes to customer service.
Les Clef’s D’Or is an association of international concierges of major hotels, considered a benchmark for service in the hospitality industry. “This is a long-term commitment to culture change and client service,” remarked Lincoln Sales and Service manager Kevin Cour, during Lincoln’s press conference,” it [will] allow us to enable our dealerships to have the skills and abilities to listen and offer a high degree of hospitality you would find in a five-star hotel.”
Other initiatives designed to enhance the customer experience include 24-hour “expanded” test drives, celebration of vehicle ownership (such as a detail, clean and service on the anniversary of the purchase date by the customer), enhanced delivery services and even an online 24 hour concierge that enables customers to contact Lincoln representatives at their convenience.