In a landmark move aimed at revolutionizing the automotive industry’s customer service landscape, Ford Motor Company has unveiled its latest innovation: Ford University. This cutting-edge training and productivity platform mark Ford’s commitment to empowering its vast network of dealerships to serve as true product specialists, enhancing the customer experience across the United States.
With over 3,000 dealerships employing 164,000 salespeople, technicians, and service managers, Ford’s sprawling footprint is both a strength and a challenge. The company recognizes the need for streamlined communication and specialized support to effectively convey a plethora of new products, software, and services to its customers.
Ford University, spearheaded by Abby Vietor, Global Director of Dealer Training & Productivity, is designed to address this challenge head-on. Drawing inspiration from Ford’s rich history of customer service dating back over 120 years, the platform aims to equip dealerships with the knowledge and expertise needed to navigate the rapidly evolving automotive landscape.
“In an era marked by electrification and software-defined vehicles, customers demand a transparent and simplified shopping experience,” explains Vietor. “Ford University is our answer to this evolving landscape, empowering our dealers to become trusted advisors equipped with the latest insights and knowledge.”
The platform boasts a host of features tailored to enhance learning and knowledge retention among dealership employees. Utilizing spaced reinforcement techniques and a “teach, show, practice, reinforce” framework, Ford University ensures that dealers are not just salespeople but genuine advisors capable of making meaningful connections with customers.
Accessible anytime and anywhere, Ford University offers a personalized, data-driven dashboard for each dealership employee, gamified learning experiences, and 24/7 on-demand AI-supported virtual coaching. Moreover, the platform boasts a cinematic-style content library produced by award-winning producers and creatives, further enriching the learning experience.
“We’re thrilled to roll out Ford University to our dealerships across the United States,” says Vietor. “This platform represents our unwavering commitment to providing customers with knowledgeable and skilled dealers, thereby enhancing the value of every customer experience. It’s a win-win for everyone involved.”
With the launch of Ford University, Ford Motor Company reaffirms its position as a pioneer in customer-centric innovation, setting new standards for excellence in the automotive industry. As dealerships embrace this transformative platform, customers can expect a heightened level of service and expertise, cementing Ford’s reputation as a brand dedicated to exceeding expectations.
