Ford's Jim Farley on the Importance of Putting Your Brand in the Hands of Customers

[DannyVUSC]

I agree that creating a great customer experience is essential. As someone who currently works at an automobile call center, if customers don't have a great experience they typically do one of two things: call the corporate office or refer to the internet and read about similar experiences and post about their own. I do think it is important that companies extend their corporate culture to their retailers, and educate them how proper customer handling can improve business.

[DannyVUSC]

Customers today have more power than in years past to positively or negatively affect the image of a brand through social media. Comments can be spread instantly across a wide network and reach many current or potential customers. From my experience, people are more inclined to believe their friends or what strangers are saying about a brand on the internet. At this point it is an uphill battle in order to regain a customer's trust again.

I really enjoyed the video. Thanks for sharing it.

[Andrew33606]

Jim Farley sums it up succinctly, "You either get it or you don't."

[MonicaNielsenFL]

Fabulous Video, thanks for sharing! A video that speaks to your soul.

[rjwalkerzz]

Brian, Is Jim on twitter?

[TarzanSharif]

Micro Brand DNA dissemination through dealerships - fascinating - taking the culture to the next level through the various other retailer's experience. - No layers, organizational flexibility for converting responses into social automotive experiences. Pertaining to the DNA change at the executive level, it should be a responsibly and accountability initiative/exeution for empowering from the bottom up and the top down meeting at the middle to assess change broadly & rapidly.

[TarzanSharif]

Mr. Solis I have got to connect with you - this absolutely fantastic work THANK YOU!