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To Better Serve Luxury Customers, Lincoln Asks The Concierge For Advice


2013 Lincoln MKZ

2013 Lincoln MKZ

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Lincoln knows that simply building luxury automobiles like the new MKZ isn’t enough to attract and retain customers. To successfully compete in today’s luxury automobile segment requires exemplary customer service, so the automaker is seeking help from a group that specializes in exceeding customer expectations.

Lincoln has enlisted the help of Les Clefs d’Or, the international association of hotel concierges, to restructure how it interacts with consumers. The organization will begin by advising Lincoln on curriculum for the new Lincoln Academy, which will train dealership sales and service personnel on the finer points of making customers happy.

The ultimate goal is for Lincoln to deliver world-class customer service, on par with what guests would receive at a top luxury hotel. On a broader scale, Lincoln hopes its Lincoln Academy will bring about a culture change in dealerships, so it will rely heavily on input from the hospitality industry to draft the training.

The automaker is also teeing up a program it calls the Lincoln 24/7 Online Concierge, an online service that can be accessed any hour of the day, on any day of the week. Promising to deliver a more personalized experience, the 24/7 program will pair customers with an online concierge via a video chat.

The program hopes to aid customers researching new luxury vehicles, and will provide a guided overview of all Lincoln vehicles, including competitive comparisons. Lincoln will record customer preferences in a personalized portfolio, which can be accessed via any mobile device and easily shared with the Lincoln dealer of choice.

Jim Farley, Lincoln’s group vice president for global marketing, sales and service, summed up the changes at Lincoln by saying, “We won’t stop exploring different ways to be more than just a purveyor of luxury motor cars. We are just as committed to making our customers be more efficient as we are to creating a stand-out Lincoln lineup of vehicles, both now and in the future.”

Want to see more images of the 2013 Lincoln MKZ? You'll find them as part of our complete New York Auto Show coverage.

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Comments (7)
  1. well it wont change anything if the cars continue to look like the new 2013 MKZ the back is good but the rest is atrocious specially the grill. if the designs and quality doesn't change anytime soon i predict a grim future for Lincoln.
     
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  2. There's no point in providing "Concierge Service" when the product is unappealing.
     
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  3. if that view is all that anyone including the owners see of this car then all the better. Lincoln front ends are some of the worst in the industry and until someone with half a brain realises that they will be also rans in a very tight market
     
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  4. These 3 comments could not be further from the facts. The new MKZ has gotten rave reviews from the press and the public. I suggestyou people take your negativity elsewhere.
     
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  5. Nope. my opinion stands for me. The front end is horrendous. that faux angel wing grille that they used is quite bad.
    and is the car not jsut a FWD. For apremium segment car hoping to compete with like minded models then AWD or RWD at a minimum shoudl be offered.
    I still cant get past that front end though...dear me !
     
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  6. THat's is great ... but unless they clean up the dealerships it will serve no purpose.My dealership sells lots of trucks and Fords. I am a current MKZ owner and don't have much in common with those drivers, the service area and waiting room is like going to a Jiffy Lub ...
     
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  7. I recently bought my wife a new Lincoln MKX for our anniversary. Every person is entitled to their own opinion so here is mine. We have received only positive comments about the styling especially the front grill. The grill resembles wings of an angel. Lincoln is doing the best job of providing a luxury vehicle that pushes all of our buttons.
     
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