I’ve been musing if this is the new normal: Is custom ordering the future of car sales (8-minute Automotive News video).
The dealership mentioned, Pat Milliken Ford, is a founding member of Ford’s Consumer Experience Movement, an initiative I’m proud to serve. They are no slouches at CX–customer experience–and bring some questions to mind for any industry:
- How do you ensure customers know about large changes to your processes?
- How do you involve employees in those changes so that they advocate the change to customers?
- How do you regularly verify it’s working?
- What does success look like?
Contact me if I can help you think it through.