Ford Guest Experience with Geralyn Gaines

This week I had the chance to sit down with Geralyn Gaines , the Guest Experience Immersion Manager at 福特 . Together, we dig into the guest experiences, shedding light on how Ford is redefining customer connections. Without further ado, let's delve into the key highlights!

Key Takeaways:

1?? Geralyn's Role as Guest Experience Immersion Manager: Geralyn spearheads events for Ford dealers worldwide, focusing on training dealers to treat their guests like family and provide exceptional experiences.

2?? Commitment to Diversity, Equity, and Inclusion (DEI): Ford places a strong emphasis on DEI in their dealerships, recognizing the importance of reflecting local communities and fostering a welcoming environment for all customers.

3?? Shift to a Guest-Centered Approach: Ford is moving away from traditional customer service towards a guest-centered approach, aiming to create personalized and caring experiences that transcend mere transactions.

4?? Adapting to Changing Customer Expectations: Innovative strategies like remote experiences, online service reservations, and Ford Pass Rewards demonstrate Ford's commitment to convenience and addressing the evolving needs of their guests.

5?? Continuous Improvement through Feedback: Geralyn and her team collect feedback from dealers through surveys and Net Promoter Scores, enabling them to identify areas for improvement and enhance the overall guest experience.

?? Fun Fact: Geralyn's lifelong passion for hospitality has come full circle in her role at Ford, where she gets to apply her love for hospitality in redefining the guest experience.

Watch the video here:

Nick Glimsdahl is a podcast host, contact center strategist, speaker, and author .

His ultimate goal is to harmonize customer expectations, employee needs, and business objectives, thereby creating seamless experiences that are unmatched.

Nick is known for his Press 1 For Nick podcast and serves as the Director of Contact Center Solutions at VDS .

The podcast features an impressive roster of guests from renowned organizations such as Chick-fil-a, The Ritz-Carlton, Crumbl Cookies, Zappos, Google, Starbucks, and Disney. Besides, Nick has interviewed best-selling authors, scientists, TEDx speakers, researchers, and even hostage negotiators.

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