Lincoln is the only luxury automaker to provide standard pick up and delivery service for all it's vehicles.

Lincoln adds the luxury segment’s only standard Pickup and Delivery Service across all 2017 nameplates starting with the all-new Lincoln Continental. The exclusive standard service builds on the brand’s commitment to providing a human, warm and personal experience at all Lincoln dealerships. 

  

Lincoln Service Valet will pick up a client’s vehicle at an agreed location and, 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. “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.”

Lincoln has been piloting this program with a select group of dealers since May 2015 with overwhelming results:

• 98 percent of clients indicate they would be more likely to receive service from that Lincoln dealer in the future
• 98 percent would recommend Lincoln and the service to a friend
• 93 percent are likely to purchase another Lincoln vehicle

“Our dealers view this as a way to differentiate the client experience for Lincoln owners,” says Frick. “No matter what Lincoln vehicle clients have from our portfolio, they have the peace of mind of getting that vehicle to and from service at a location of their choice, with a complimentary Lincoln loaner in order to maintain their busy schedules.

“When nearly 100 percent of clients receiving this service say they would recommend Lincoln to a friend, it clearly indicates positive momentum for the brand and our dealers,” adds Frick.   

This exclusive Pickup and Delivery marks another milestone in Lincoln Motor Company commitment to merge great products, an outstanding experience and impeccable service – part of its original 2012 business plan. Since Lincoln began this journey, it has delivered four all-new products in four years, established a dealer network in China, built brand awareness, and increased volume for the brand and Lincoln products. 

As part of Lincoln’s ongoing client experience efforts, these successful programs have already been implemented:

• Lincoln Concierge: A trusted personal advisor – like the most attuned hotel concierge – assists clients 24/7 online at www.lincoln.com. While other luxury brands offer similar services, only Lincoln provides clients with an opportunity for video chat with a live person.
• Black Label: Started in 2015, the number of participating dealers has increased to more than 90 committed locations. Black Label provides personalized shopping with dedicated personnel in the showroom, online, or in locations convenient to clients. Specially trained Black Label experience liaisons meet prospective clients at their home, office, or anywhere within 30 miles of the showroom to begin the experience. Acting as a personal shopping assistant, the liaison helps clients identify their ideal vehicle by sharing paint and wood trim samples, as well as material swatches. Lincoln Black Label owners enjoy special privileges – ranging from extended premium service and maintenance coverage on wear items to Culinary Collection membership that provides access to a curated list of restaurants from coast to coast.
• Date Night:This extended test drive 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 percent increase in Lincoln purchases. The program attracted nearly 70 percent of clients who had been with other luxury nameplates.
• Lincoln Institute: Training for key client-facing individuals is provided through Lincoln Institute. The program, which combines all of the brand’s training efforts under one umbrella, has been expanded to include all Lincoln dealers. Lincoln Institute includes not only hospitality training, but an all-new series of workshops that provide participants with tools to help local teams develop and execute processes consistently for luxury clients.

Pickup and Delivery is an important milestone in Lincoln’s commitment to providing personal client services to match its unique luxury products, coming at the perfect time as Lincoln prepares to launch the much-anticipated 2017 Lincoln Continental.

The all-new Lincoln Continental returns as the brand flagship this fall, offering first-class travel for clients in America and China through warm, human touches and a contemporary design. The full-size sedan is designed to appeal to culturally progressive clients who define luxury on their own terms – craving superior quality, craftsmanship and safety.

“Quiet Luxury is Lincoln’s unique approach to ensure impeccable service is consistent with our outstanding products for the ultimate client experience,” says Frick.

Note: Service is available for retail and warranty repairs. Mileage limitations may apply. See your dealer for details. Lincoln reserves the right to change program at any time without obligation.

ŠKODA is top auto brand in latest Institute of Customer Satisfaction report

• ŠKODA is top auto brand in latest Institute of Customer Satisfaction report
• High customer satisfaction maintained along with 14 per cent increase in sales
• Over 10,000 customers quizzed in nationwide survey

ŠKODA UK is celebrating this week after the brand topped the automotive table in the latest UK Customer Satisfaction Index Summary (UKCSI) produced by the Institute of Customer Service. ŠKODA was in the top 10 per cent of all organisations across all industry sectors.

ŠKODA achieved an index of 82.7 to scoop the top spot in the automotive sector, putting the brand 4.1 points ahead of the average for the automotive industry (78.6). 

Overall this places ŠKODA 18^th of all the 197 organisations which featured in the UKCSI’s findings, among other major consumer brands such as John Lewis, Marks & Spencer and Amazon.

David Allen, Head of Customer Quality and Network Development for ŠKODA UK, commented: “Customer service is at the heart of what we do. We appreciate feedback from organisations such as the Institute of Customer Service to validate the steps that we take to ensure that each and every ŠKODA customer has a positive experience.

“This month’s findings are a testament to the hard work of each of the brand’s 134 retailers. I’d like to extend my thanks to them in helping us to bring our second-to-none service and award-winning range to customers across the UK.”

The UKCSI is the national measure of customer service, rating 180 leading organisations across 13 sectors. Launched in January 2008, it includes responses from over 10,000 individual consumers.

The Institute of Customer Service is an independent professional membership body for customer service. The Institute’s purpose stands to improve customer experience and drive business performance by delivering tangible benefits to its organisational and individual members. The Institute boasts a membership body of over 400 organisations from across the private, public and third sectors; and over 5,000 individual members.

Jo Causon, Chief Executive of the Institute of Customer Service, commented: “Many organisations are struggling to keep pace with a business environment that has undergone rapid change in recent months... [but] some brands are improving customer satisfaction by operating in an agile and innovative way...”

USA - Luxury SUV embodies real-life crashworthiness and Volvo’s longtime commitment to safety

In a testament to Volvo’s longtime commitment to passenger protection, the 2014 Volvo XC90 luxury SUV earned a TOP SAFETY PICK+ from the Insurance Institute for Highway Safety (IIHS), the Institute’s top safety award.

To earn TOP SAFETY PICK+, a vehicle must pass a series of crashworthiness evaluations, including the small overlap front test — a real-life scenario that replicates what happens when the front corner of a vehicle strikes another vehicle or an object.

“Small overlap collisions at high speeds are often very severe,” noted Adam Kopstein, safety and compliance manager for Volvo Cars of North America. “For decades, Volvo's research testing has addressed these crash scenarios because our commitment to safety is at the core of our values.”

In its evaluation of the XC90’s performance, IIHS noted:

• Good structural performance in the small overlap front test
• Low risk of any significant injuries in a crash of high severity
• Side torso and side curtain airbags both deployed.

“The XC90’s structural performance was good in the small overlap front test, and the driver’s space was maintained well,” said IIHS in a released statement. “While many vehicles have had to undergo significant structural changes to earn good ratings in the small overlap test, the XC90 has had the same basic platform since 2003.”

Since its launch, Volvo’s XC90 luxury SUV has won acclaim from legions of satisfied customers while receiving many awards internationally. The XC90 upholds a legacy of safety, such as its pioneering introduction of the world’s first Roll Stability Control.

An all-new XC90 will debut at the end of 2014 and go on sale in early 2015. It will feature Volvo’s next-generation safety and driver-support technologies, including Pedestrian Detection in Darkness and Road Edge and Barrier Detection with Steer Assist.

“In a competitive marketplace where every brand tries to stake its own claim to safety, Volvo continues to affirm our leadership,” said Volvo Cars of North America President and CEO Tony Nicolosi. “We very much appreciate the attention IIHS gives to real-life scenarios such as small overlap collisions and are proud of the XC90’s performance.”

The XC90 is the third Volvo model to earn the TOP SAFETY PICK+ accolade since the Institute began testing for small overlap protection in 2012. The 2013 Volvo S60 luxury sedan and 2013 XC60 crossover each earned the prestigious honor during earlier tests.