Loyalty360 caught up with Andrew Ashman, Global Consumer Experience Manager for Ford Motor Company, to talk about what’s new on the Customer Experience front.
In 2011, Ford launched the Consumer Experience Movement (CEM), a revolutionary initiative based on the concept that creating a world-class consumer experience hinges on having a world-class employee experience inside Ford dealerships.
Co-created by Ford and a group of dealers, CEM started with 116 dealerships in the U.S. Three years later, under the leadership of Elena....