Customer service focus swings to what Ford owners need, car-maker says

[DanielXR8]

Originally Posted by jpd80

I remember Bill Osbourne saying something interesting regarding the disconnect with past Ford buyers,
there's a lot of good will from Ford supporters for the latest products but the opinion seems to be,

" great products but not built for me"......

Try as they may, I don't think Ford has managed that reconnection with falcon and Territory,
instead focusing on growing volume with Ford's imported global products like Focus Fiesta and now Kuga.

Gotta wonder what the future holds, Ford is keeping their end of the bargain with refreshed Falcon and Territory,
reducing prices to very attractive levels but buyers still seem to be staying away.....

Its true Ford haven't reconnected with customers, because they haven't take the hard yards. Sorting out the dealer network, putting better quality components in their local cars to ensure longevity and reliability and standing by their local products properly when it comes to warranty and after sales support. People don't just buy a new car, they buy the whole package. On that front Ford still is uncompetitive and hasn't done enough to win back old buyers.

The imports Ford bring in are propping up the lost sales to old customers with new ones, but not really doing much more. This initiative from Ford is a start, but a long way to go yet. If they are serious about winning back old customers, it will take years of first class service to undo the bad reputation they and their dealers have earn't them. There isn't any quick fix I can see.