Posts Tagged ‘Lincoln’

“WTF is going on with Lincoln?”

Thursday, January 22nd, 2015

So started a holiday conversation over dinner at a friend’s house. I’m always the person expected to answer the automotive related questions and in this case a few people in the room knew that I had worked with folks at Lincoln in the past.

“Cameron, WTF is going on with Lincoln?”  Before I even had a chance to answer, the entire table jumped in and started discussing the recent Lincoln advertising featuring Matthew McConaughey:

 

 

 

Lots of different opinions, some loved the ads, some thought they were stupid.  Some folks really love Matthew McConaughey, some not so much.  I really had no idea how many people thought The Lincoln Lawyer was a great movie. Not surprisingly the conversation turned to all the parodies of the ads, Ellen did one, so did SNL:

 

 

 

All this conversation went on for a full a full a ten minutes and then someone remembered they had asked me a question, turned to me and asked again, “Cameron, WTF is going on with Lincoln?” I said:

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Do customers really want an “experience” from automotive manufacturers and their dealers?

Monday, October 14th, 2013

I don’t know about you, but I really don’t want to have an “experience” with my automobile dealer.  I don’t want my dealer to send me birthday cards, acknowledge my anniversary, or give me special gifts that reflect my personal preferences. I’m not even sure I’m open to periodic emails from the dealer or manufacturer because somehow “periodic” becomes every other day. I don’t want that kind of relationship with the company(ies) I purchased my cars from.

Yet automobile manufacturers seem intent on differentiating themselves based on “experience:”

“The need to deliver exceptional, truly differentiating customer experience has never been greater,” Steve Cannon,  CEO, Mercedes-Benz NA, Automotive News 1/21/13

“Lincoln wants customers to receive the kind of pampering, both at dealerships and online, that they would get at luxury hotels.” Automotive News 8/20/12

This is not new, the industry, particularly the luxury marques have been working on improving customer experience for years. These efforts were precipitated by the introduction of Lexus. When Lexus was introduced in 1989, the DNA of the luxury segment and the whole industry was re-arranged.

Customer service was re-defined. (more…)

JD Power’s 2010 Vehicle Dependability Study–It’s tough to buy a bad car.

Thursday, March 18th, 2010

JD Power just released its 2010 Vehicle Dependability Study and there are some surprises.  Porsche is ranked 1st, Lincoln 2nd and Buick and Lexus are tied for 3rd. It wasn’t so many years ago that Lexus dominated the VDS study as the perennial number 1 and some may wonder what has happened?  Particularly in light of the well publicized Toyota quality issues.

The fact is that nothing has happened to Lexus, they design, engineer and build an extraordinary vehicle.  What’s happened is that the other manufacturers have improved to the point where every year it’s a genuine dogfight to get to the top spot.

There were some other surprises that weren’t so good….  (more…)