Case Study: Ford Motor Company boosts customer experience and dealership loyalty with FutureLab

Ford Motor Company strengthens 27-country customer experience with FutureLab

FutureLab worked with Ford Motor Company, a luxury automotive brand facing a challenge in the European market. With sales teams focused on technical specifications and price, and dealerships operating independently, Ford struggled to shift towards a consistent, experience-driven approach to build brand loyalty and market share.

FutureLab's solution involved mapping a ten-stage customer journey and establishing practical guidelines for creating "remarkable moments," replacing traditional manuals. They implemented direct customer feedback mechanisms for dealerships. As a result, during the automotive industry recession, dealerships using this FutureLab approach survived far better than others, and the framework became the standard customer experience guide across Ford's network.

Ford Motor Company