One aspect we felt was noteworthy at the New York Auto Show, particularly from a dealer standpoint, was talk of the “Lincoln Experience.”
Ford’s luxury division is currently in the process of re-inventing itself and besides delivering products that are notably more unique than their Ford counterparts, Lincoln is taking steps to ensure that the customer experience will be equally distinctive.
At the pre-show unveiling of the 2013 MKZ, a number of dealers who were invited, showed their appreciation for the new program, which aims to not only provide a unique showroom and atmosphere, but utilize techniques most often found in high end hotels to assist customers, whether it’s helping find the vehicle they want, offering expanded 24 hour test drives, providing a 24 hour online concierge, or a special anniversary celebration of ownership (including a service and valeting of the customer’s vehicle).
To help achieve these objectives, Lincoln is teaming up with renowned hospitality association Les Clef’s D’Or, recognized for outstanding service in the five-star hotel field. It will be very interesting to see what results from all this.
