Ford to transform experience of discovering, buying and owning electric vehicles for ultimate customer convenience.
Ford is taking customer experiences to new
levels, integrating processes from discovery to servicing for seamless
simplicity, starting with electric vehicles Digitally accessible journey to
ownership and beyond developed to help a new generation of progressive
car-buyers enjoy one-click access to cutting edge products Company outlines
vision to the dealers who will help make it a reality at special Bring On
Tomorrow Live event, where new electric E-Tourneo Courier is also unveiled
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Ford unveiled a
new vision to make discovering, testing, buying and owning its products not
only simpler, but also more satisfying – starting with Ford electric vehicles
(EVs).
The company, in partnership with its retail partners
across Europe, is entirely reimagining the customer journey to EV ownership,
with online access and touchpoints available every step of the way.
The new approach introduces online showrooms and
virtual test drives for exploring products and services from the comfort of the
sofa or during a 10-minute break between meetings. Big decisions will be easier
to make with transparent pricing for no surprises. And customers will be able
to personalise their vehicle handover, access charging, and arrange pick-up and
delivery for servicing with a few clicks on their smartphone.
Ford today outlined its innovative new strategy at the
Bring On Tomorrow Live event in Copenhagen, Denmark, to its retail partners
from across Europe who will be fundamental to delivering next-generation customer
experiences. The company is on track to deliver 10 new electric models in
Europe by 2024, including the new E-Tourneo Courier 1 multi-activity vehicle
unveiled today in Copenhagen.
“We’re well on the way to becoming an electric
passenger car brand by 2030, with a uniquely comprehensive line-up of vehicles
already introduced and inspired by an understanding that EV customers see the
world differently,” said Martin Sander, general manager, Ford Model e, Europe.
“Our vision is to make it easier and more appealing than ever for customers to
discover, buy and own the right electric vehicle for them, whether switching to
electric for the first time or already an experienced owner.”
By making it easier for greater numbers of customers
to go electric, Ford's new customer experience will support the company's
commitments to achieving carbon neutrality for its European operations,
logistics and direct suppliers by 2035, and building a more sustainable,
inclusive and equitable transportation future.
Changing expectations
The new generation of consumers has a fresh attitude
to car buying – inspired by online shopping experiences and as progressive as
the vehicles they want to own. Research shows 91 per cent of customers prefer
buying online if the process is seamless. 2
Ford will let customers slide effortlessly between
digital and real-world touchpoints as best suits them. That could mean
completing entire purchases in just a few clicks using Ford official online channels and
showrooms, visiting dealerships and Ford Stores for information and updates
from product experts, or a combination of both. An innovative virtual experience for the new
all-electric Ford
Explorer 1 brought test drives into the digital age earlier this year.
Customers will also be able to go online to book real-world test drives around
their busy schedules when the adventure-ready crossover arrives in showrooms
later this year. Vehicles can be delivered to them, charged for a minimum 150
km/100 miles. Research also shows 77 per cent of car-buyers prefer
fixed prices, 2 so that they know upfront how much they will pay, and for what.
That’s why Ford
is already making haggling a thing of the past for customers in the Netherlands
with transparent pricing. The company plans to roll out the “agency model”
across Europe – ensuring that customers get a consistent price whether they
shop online or at the store of their choice. Ford is also
tackling the single most frustrating factor for car-buyers according to the New
Car Buyers Survey – uncertainty about when their new car will arrive. Clear
communication, online visibility of the order status, and the ability to book
delivery slots online will help customers plan ahead and put time back in their
diaries. So will the option to advise their Ford-certified
expert dealers on which specifics they want to learn more about when their
vehicle is handed over. That will make it easier for drivers take to the road
with maximum confidence whether experienced EV owners or new converts… and
whether setting off from the retailer’s forecourt or their own driveway.
Customers will be able to arrange delivery to them – an option of interest to
69 per cent of younger car-buyers. 3
Every new vehicle will arrive loaded with the latest
available software packages, which can be improved with over-the-air updates.
Drivers will enjoy the latest technologies from Ford, such as Blue Cruise
that enables hands-off, eyes-on driving – the first of this kind service
approved in Europe, 4 and systems that can wirelessly integrate smartphone
functionalities. 5 The new Ford customer
experience is designed to continue making life easier for owners even after
purchase. Ongoing support includes access to one of Europe’s largest charging
networks, with more than 450,000 chargers, growing to 500,000 by 2024, at-home
charging solutions, as well as pick-up and delivery for servicing that can be
scheduled online, with ultra-convenient fast-track options. “Ford’s commitment is to treat customers like family.
That means understanding what they need from us to help them live their best
lives and then pulling out all the stops to make it happen,” Sander said. “Our
network of retail partners across Europe is key to transforming the Ford buying
and owning experience – building on the relationships and reputations formed
over decades and backed by a new generation of digital tools and forward
thinking.”
Officially homologated driving range and energy
consumption values will be published closer to on-sale date.
Contact Us for more details: 045-431725
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