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Strategies for Success at Ford Motor Company, with Geralyn Gaines

11/29/2023 • 25 min

In today's episode, we have the pleasure of having a special guest, Geralyn Gaines, Guest Experience Immersion Manager at Ford Motor Company.Join us on this episode of the Press One podcast as we speak with Geraldine Gaines, the Guest Experience Immersion Manager at Ford Motor Company. Geraldine shares insights on enhancing the guest experience, the importance of diversity and inclusion, and the evolution of customer expectations in the automotive industry.In this episode, we'll cover:- The role of the Guest Experience Immersion Manager at Ford Motor Company- Why it's important for dealerships to reflect the diversity of their local communities- The shift from viewing customers as transactions to treating them as guests- Strategies for enhancing the guest experience, including Four Pass Rewards and remote service options- The use of Net Promoter Score to measure customer advocacy and satisfaction.Get ready to be inspired and gain the knowledge you need to elevate your own guest experiences!__________________________________________________________________________________________________________________________"They want somebody who can relate. They want to talk to somebody who can relate to them and that can best serve their needs." [00:02:45]"We want to be able to attract people to our brand by providing them with these very unique experiences." [00:06:38]"If it takes that little extra time with the guests, they'll rave about you, and you'll bring in even more business." [00:19:10]"Guests want convenience." [00:20:59]"I love hospitality. This is my dream job." [00:22:12]ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick’s books: Reasons NOT to Focus on Employee Experience: A Comprehensive GuideApparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A CoffeeBOOK RECOMMENDATIONS:Learn about all the guests book recommendations here: https://press1fornick.com/books/ BROUGHT TO YOU BY:VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ --- Send in a voice message: https://podcasters.spotify.com/pod/show/press1fornick/message

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