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Andrew Ashman, Global Consumer Experience Manager for Ford Motor Company, told Loyalty 360 that his company conducted a plethora of research to determine the best way to move from satisfying customers and into the space of loyalty. The goal is to attain true loyalty and advocacy for the Ford and Lincoln brand and its retailers.

Ashman said the company’s Consumer Experience Movement – designed to transform the dealer-customer relationship into a world-class experience – has been the driving force behind Ford....

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