Why should dealerships rethink service convenience to retain more customers? Todd Rabourn, Ford Motor Company’s Director of Global Customer Experience Implementation, shares how Ford’s mobile service initiative is transforming the way dealerships connect with customers and drive loyalty.
In this week’s episode, Todd explores the growing demand for mobile service and pickup and delivery options, highlighting how they remove friction, attract out-of-warranty customers, and boost customer satisfaction. He breaks down the challenges dealerships face and shares how Ford is addressing these hurdles to create a seamless experience. Todd also discusses the broader impact of remote services on retention, dealership capacity, and loyalty, while providing a glimpse into the future of mobile service for EVs and tire maintenance.
Takeaways from this episode:
- How mobile service is reshaping dealership retention strategies
- The operational challenges and solutions for implementing remote services
- The growing importance of tires and EVs in mobile service offerings
- Practical ways to increase customer satisfaction and long-term loyalty
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