Lincoln Upgrades Customer Experience

Ford Motor Co.’s Lincoln division will offer standard pickup and delivery service across all 2017 nameplates starting with the Continental.

Lincoln Motor Co. Service Valet will pick up a client’s vehicle at an agreed-upon location, provide a complimentary Lincoln loaner vehicle, and then take the client’s vehicle to the dealership for service. Once complete, clients can arrange for their washed and serviced vehicle to be returned to them at the location of their choice.

“Lincoln pickup and delivery service revolves around complementing our luxury vehicles with outstanding luxury experiences” says Andrew Frick, Lincoln North American director of sales and services, in a statement. “This kind of quiet luxury provides an exclusive and personally crafted service experience that enhances their lifestyle and saves them what is a true luxury item — their time.”



Luxury customers seek a caring, personal, customized level of luxury service, not just in the buying and purchase but throughout the life of the vehicle and brand relationship, says luxury segment analyst Pam Danziger, founder of Unity Marketing.

“The luxury doesn’t stop with the vehicle and its features, but extends throughout the life of the vehicle: warranty of pickup and delivery service from a Lincoln-licensed valet,” Danziger says. “Lincoln has raised the bar in the luxury car market from product to experience through personal and personalized service.”

Lincoln has been piloting this program with a select group of dealers since May 2015 and as a result, 98% of clients indicate they would be more likely to receive service from that Lincoln dealer in the future, 98% would recommend Lincoln and the service to a friend and 93% are likely to purchase another Lincoln vehicle. 

“Our dealers view this as a way to differentiate the client experience for Lincoln owners,” Frick says. “When nearly 100% of clients receiving this service say they would recommend Lincoln to a friend, it clearly indicates positive momentum for the brand and our dealers.”

As part of Lincoln's ongoing client experience efforts, several other programs have already been implemented including Lincoln Concierge, which assists clients 24/7 online at; the Black Label program, which currently includes 90 locations, provides personalized shopping with dedicated personnel in the showroom, online, or in locations convenient to clients; and Date Night, an extended test drive that allows qualified buyers the chance to experience a Lincoln vehicle for up to 48 hours. In 2015, Date Night resulted in more than 11,000 sessions at select dealers, prompting nearly an 11% increase in Lincoln purchases. The program attracted nearly 70% of clients who had been with other luxury nameplates.

1 comment about "Lincoln Upgrades Customer Experience ".
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  1. Patty Nolan from Nolan Creative Services, June 28, 2016 at 11:14 a.m.

    My dealer is one of the pilots running this program, and I was delighted when they picked up my car for a routine modem upgrade and left me another new car to use in the meantime. They sent me "Uber-type" updates -- including the name and photo of the driver -- and confirmed when  my car was in service and alerted me when the driver was returning my car. This service is awesome, and it gave me, at minimum, two hours of my life back.

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