Miss Elena Ford, Ford Motor Company’s (FMC) vice president for Gobal Dealer and Consumer Experience was in the country a fortnight ago to lead the formal opening of Ford Philippines’ largest and most advanced dealership, Ford Alabang. During her short visit to the country, Ms. Ford, an heiress to the Ford Motor Company fortune, sat with the local media for a roundtable discussion on the company’s plans for the Philippines.
Ford Philippines has been experiencing exponential growth in the past years; owing to its aggressive marketing schemes as well as the consistent introduction of dynamic and relevant models. With the feat FMC has took notice of Ford Philippines and is expanding its support in making both the dealer and customer experience even more better.
In 2013, Ford Philippines experienced a 31 percent growth with the introduction of new and exciting models. Even as 2014 is not yet over, the company has already registered a 52 percent increase in sales.
During the roundtable meet, Ms. Ford noted that FMC has more than 10,000 dealerships worldwide; 36 of which are in the Philippines. With that big number, FMC considers the Philippines as one of the top grossing car consumers in the ASEAN region together with Indonesia, Vietnam and Thailand.
According to Ms. Ford, their edge, as compared to other marques, is the relationship they have built with both dealers and customers. Ms. Ford explained that they work hand-in-hand with dealers to make sure that their customers get the services that they deserve.
Ford also revealed that they utilize social media to determine the needs and wants of their customers worldwide. In fact, FMC is expanding their costumer service program through social media sites such as Facebook. Ms. Ford disclosed that FMC has a team that exclusively handle their pages; in order to interact and connect with the consumers, and look into their reactions whether on the technical side or the service that dealerships give.
With all the data FMC gather from their customers, FMC’s drive is now focused on prioritizing the setting-up of high-standard facilities with the latest technology as well as updated training for their service providers to assure that their customers are always provided with a memorable consumer experience: that way, they can get more customers coming in and buying cars.