Elena Ford

With Elena Ford as new Chief Customer Experience Officer, Benna Ford will bring you even better service than before!

Elena Ford 2018

On October 15th of this year, Ford Motor Company Announced that Elena Ford, 52, will begin a new role with the company as Chief Customer Experience Officer. She will be reporting to Joe Hinrichs, Ford's President of Global Operations. Elena Ford has been the company’s Vice President of Global Dealer and Customer Experience since 2013, and joined ford in 1995. While she’s been with the company professionally for 23 years, the Ford spirit is literally in her blood — she’s the great-great-granddaughter of Henry Ford himself.

 

As a global corporation with many moving parts, Ford Motor Company recognized that sometimes little things get lost in the shuffle when it comes to a customer’s experience with the brand as a whole.

 

This new role was created in order to ensure that every customer’s experience in the car buying process goes as smoothly as possible. With Elena Ford now at the helm of Ford’s customer experience on a global scale, she will be focusing on developing worldwide standards on how the company interacts with its customers. From even before you step into a dealership, to a call with a call enter, to getting your oil changed — every touchpoint you have as a customer, or potential customer, will be a pleasant one.

 

“We can see where the customer pain points are and improve them. We are going to have laser focus,” said Elena Ford. She has studied customer behavior and corporate strategies worldwide to identify problems that customers experience on a granular level, spending much time in dealerships and service departments in the U.S. and China over the years to prepare for this new role. By examining data, analyzing customer feedback, and taking cues from other global companies who have been successful at refining customer experience (think Disney, Apple, or Jet Blue), it will be Ford’s goal to implement similar standards to attract and retain customers in the Ford family for life.

 

Much of this comes down to the dealer level. We at Benna Ford Superior understand that your experiences as Ford owners usually start with us. While we already do our best to make sure our customers are happy, we are always striving to do better. Everything we do is designed around the customer, and under Elena Ford’s leadership, we look forward to making sure you have the best experience with Ford Motor Company possible.

 

Stop into Benna Ford Superior today to experience firsthand our commitment to excellence. We look forward to meeting you!

 

 

 

 

 

 

 

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