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pigsareus

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Ford Maverick Ford Unveils New Dealership Design and Sales & Service Experience {filename}



Ford Unveils New Retail Experience to Deliver Enhanced Customer Journey

November 6, 2025

Words by Elena Ford


At Ford, we understand that how you explore, purchase, and service your vehicle is constantly evolving.

Today, we're introducing a new, unified global retail experience, developed with Ford dealers around the world, to meet these needs.

Ford Maverick Ford Unveils New Dealership Design and Sales & Service Experience {filename}



This approach offers seamless options, whether you prefer browsing online or a hands-on dealership visit, ensuring each step of your journey with Ford is effortless — from considering a vehicle to every service appointment thereafter.


Like always, we're putting our customers at the heart of everything with this experience. We've created the new design standard, Ford Signature 2.0, with our global dealers, building on years of learnings and pairing behavioral science with human-centered design to foster lasting relationships


Ford Maverick Ford Unveils New Dealership Design and Sales & Service Experience {filename}




The design delivers on Ford’s global brand strategy by offering ways for customers to explore Ford’s exciting products while building trust and community with the dealership.


To support dealership associates in delivering on this promise, Ford also provides guest experience training for dealership staff globally, focusing on service, communications, and anticipating customer needs.


This new retail experience is built on four core principles:

  • Hospitality First:  Dealership staff serve as brand ambassadors with dedicated hospitality spaces for conversations. Food and beverages are accessible from the showroom and service area.

  • Sales & Service Anywhere:  Flexibility for customers to choose which environment, a traditional purchase room or hospitality space, is their preferred space to conduct business.

  • Operations Excellence: Efficient design to optimizeflow and functionality and enhance the experience for guests, with a focus on employee spaces.

  • Discover Ford:  Immersive brand experiences for customers to see, touch, and learn about products, accessories, and technology.

Ford Maverick Ford Unveils New Dealership Design and Sales & Service Experience {filename}


Ford Maverick Ford Unveils New Dealership Design and Sales & Service Experience {filename}


Ford Maverick Ford Unveils New Dealership Design and Sales & Service Experience {filename}



We're also ensuring that you can easily blend your digital and in-person interactions. Currently available for all Ford nameplates in the U.S. and in 15 European markets, customers can build, price, and continue their purchase online or offline with their local dealer.


You can start your journey from your phone and finish it in person or complete the entire transaction digitally.


Ford Maverick Ford Unveils New Dealership Design and Sales & Service Experience {filename}



Convenience remains paramount for service customers. With Ford Pickup & Delivery, the dealership will pick up the vehicle, take it to the dealership, and return it once the work is complete. For routine services, Ford Mobile Service dispatches certified technicians to a customer's preferred location.


Through the third quarter, Ford has offered 3.8 million remote experiences around the world, including Pickup & Delivery and Mobile Service.


This year, more than 20 dealerships in 10 countries will open with the new retail experience, including stores now open in Brazil and the U.S.


By the end of 2026, we'll have 110 stores open from Michigan to Missouri, from Vietnam to South Africa, all ready to help our customers embark on an exciting new chapter.


Elena Ford is the chief customer experience officer at Ford Motor Company.
bunch of fluff. If you really want to make it a better experience make it mandatory that if you order a vehicle directly the price on the contract is the price you pay and the dealer doesn't get to pretent it's his vehicle and when it arrives you will pay him whatever he wants. You'd also ensure that they don't lump on worthless overpriced options that nobody would ever voluntarily pay on their own. You'd also make them be professional and not act like a bunch of 60s 'used car dealers'.
 

matmondro

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Has been echoed in a few other posts in this thread too, but for me this does nothing quite honestly. Dealerships need a culture change, not an interior remodel.

The dealer I bought my truck at, the sales guy himself was pretty nice actually. Younger guy like me so it was easy to just chat about the sale. But the finance guy, my Lord I literally almost stood up and walked out at one point. I had never felt so haggled in my life, along with him trying to insult my intelligence and giving me a stink for having an A-Plan to use. I hope to never step foot in any dealership again until the culture changes.
 

dlivry7

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i bought a new, left over 24 tremor in june. didn't care what the dealership looked like. actually told friends it was probably one of the easiest buy/trade in deals i ever had. so much information online to research before walking in, and an offer from an online place. it was pretty painless.
 

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Aherpa

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How much does that place add to the cost of the vehicles?
I remember a salesman for a vendor that my employer used who bought a new Lincoln about every 12-15 months. While I liked the guy, my thought was always, "we are overpaying this company".
 

dalola

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Similar sentiment over on the Bronco forums.... more Farley fluff..... He is not capable of fixing the REAL issues; QC & Ford/dealer/customer synergy. The best dealer experiences through my lifetime have been at older, drive-by buildings, with exceptional staff & management. Generally, the newer & nicer a dealership looks, the less I would try to do business with them.

https://www.bronco6g.com/forum/thre...p-design-and-sales-service-experience.124320/
 

Taxman100

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It's always the guys with the "Man-bun" who raids the freebies at any public building.
 

Connect

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I purchased my Maverick from Long McArthur so never set foot in the dealer, however the most convenient local Ford for service.... are not good. Mak Haik Georgetown, Tx. They are consistently some of the worst experiences I have ever dealt with. No one knows anything, you have to hunt people down and then you get passed off frequently. I finally decided the convivence was not worth the frustration and started going to another dealer. I have owned a few Fords over the years and being back at a Ford dealership after 10 years of being away has really turned me off of wanting another one.
 

ripperAZ

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Ford Maverick Ford Unveils New Dealership Design and Sales & Service Experience {filename}



Ford Unveils New Retail Experience to Deliver Enhanced Customer Journey

November 6, 2025

Words by Elena Ford


At Ford, we understand that how you explore, purchase, and service your vehicle is constantly evolving.

Today, we're introducing a new, unified global retail experience, developed with Ford dealers around the world, to meet these needs.

Ford Maverick Ford Unveils New Dealership Design and Sales & Service Experience {filename}



This approach offers seamless options, whether you prefer browsing online or a hands-on dealership visit, ensuring each step of your journey with Ford is effortless — from considering a vehicle to every service appointment thereafter.


Like always, we're putting our customers at the heart of everything with this experience. We've created the new design standard, Ford Signature 2.0, with our global dealers, building on years of learnings and pairing behavioral science with human-centered design to foster lasting relationships


Ford Maverick Ford Unveils New Dealership Design and Sales & Service Experience {filename}




The design delivers on Ford’s global brand strategy by offering ways for customers to explore Ford’s exciting products while building trust and community with the dealership.


To support dealership associates in delivering on this promise, Ford also provides guest experience training for dealership staff globally, focusing on service, communications, and anticipating customer needs.


This new retail experience is built on four core principles:

  • Hospitality First:  Dealership staff serve as brand ambassadors with dedicated hospitality spaces for conversations. Food and beverages are accessible from the showroom and service area.

  • Sales & Service Anywhere:  Flexibility for customers to choose which environment, a traditional purchase room or hospitality space, is their preferred space to conduct business.

  • Operations Excellence: Efficient design to optimizeflow and functionality and enhance the experience for guests, with a focus on employee spaces.

  • Discover Ford:  Immersive brand experiences for customers to see, touch, and learn about products, accessories, and technology.

Ford Maverick Ford Unveils New Dealership Design and Sales & Service Experience {filename}


Ford Maverick Ford Unveils New Dealership Design and Sales & Service Experience {filename}


Ford Maverick Ford Unveils New Dealership Design and Sales & Service Experience {filename}



We're also ensuring that you can easily blend your digital and in-person interactions. Currently available for all Ford nameplates in the U.S. and in 15 European markets, customers can build, price, and continue their purchase online or offline with their local dealer.


You can start your journey from your phone and finish it in person or complete the entire transaction digitally.


Ford Maverick Ford Unveils New Dealership Design and Sales & Service Experience {filename}



Convenience remains paramount for service customers. With Ford Pickup & Delivery, the dealership will pick up the vehicle, take it to the dealership, and return it once the work is complete. For routine services, Ford Mobile Service dispatches certified technicians to a customer's preferred location.


Through the third quarter, Ford has offered 3.8 million remote experiences around the world, including Pickup & Delivery and Mobile Service.


This year, more than 20 dealerships in 10 countries will open with the new retail experience, including stores now open in Brazil and the U.S.


By the end of 2026, we'll have 110 stores open from Michigan to Missouri, from Vietnam to South Africa, all ready to help our customers embark on an exciting new chapter.


Elena Ford is the chief customer experience officer at Ford Motor Company.
Ford Maverick Ford Unveils New Dealership Design and Sales & Service Experience {filename}



Ford Unveils New Retail Experience to Deliver Enhanced Customer Journey

November 6, 2025

Words by Elena Ford


At Ford, we understand that how you explore, purchase, and service your vehicle is constantly evolving.

Today, we're introducing a new, unified global retail experience, developed with Ford dealers around the world, to meet these needs.

Ford Maverick Ford Unveils New Dealership Design and Sales & Service Experience {filename}



This approach offers seamless options, whether you prefer browsing online or a hands-on dealership visit, ensuring each step of your journey with Ford is effortless — from considering a vehicle to every service appointment thereafter.


Like always, we're putting our customers at the heart of everything with this experience. We've created the new design standard, Ford Signature 2.0, with our global dealers, building on years of learnings and pairing behavioral science with human-centered design to foster lasting relationships


Ford Maverick Ford Unveils New Dealership Design and Sales & Service Experience {filename}




The design delivers on Ford’s global brand strategy by offering ways for customers to explore Ford’s exciting products while building trust and community with the dealership.


To support dealership associates in delivering on this promise, Ford also provides guest experience training for dealership staff globally, focusing on service, communications, and anticipating customer needs.


This new retail experience is built on four core principles:

  • Hospitality First:  Dealership staff serve as brand ambassadors with dedicated hospitality spaces for conversations. Food and beverages are accessible from the showroom and service area.

  • Sales & Service Anywhere:  Flexibility for customers to choose which environment, a traditional purchase room or hospitality space, is their preferred space to conduct business.

  • Operations Excellence: Efficient design to optimizeflow and functionality and enhance the experience for guests, with a focus on employee spaces.

  • Discover Ford:  Immersive brand experiences for customers to see, touch, and learn about products, accessories, and technology.

Ford Maverick Ford Unveils New Dealership Design and Sales & Service Experience {filename}


Ford Maverick Ford Unveils New Dealership Design and Sales & Service Experience {filename}


Ford Maverick Ford Unveils New Dealership Design and Sales & Service Experience {filename}



We're also ensuring that you can easily blend your digital and in-person interactions. Currently available for all Ford nameplates in the U.S. and in 15 European markets, customers can build, price, and continue their purchase online or offline with their local dealer.


You can start your journey from your phone and finish it in person or complete the entire transaction digitally.


Ford Maverick Ford Unveils New Dealership Design and Sales & Service Experience {filename}



Convenience remains paramount for service customers. With Ford Pickup & Delivery, the dealership will pick up the vehicle, take it to the dealership, and return it once the work is complete. For routine services, Ford Mobile Service dispatches certified technicians to a customer's preferred location.


Through the third quarter, Ford has offered 3.8 million remote experiences around the world, including Pickup & Delivery and Mobile Service.


This year, more than 20 dealerships in 10 countries will open with the new retail experience, including stores now open in Brazil and the U.S.


By the end of 2026, we'll have 110 stores open from Michigan to Missouri, from Vietnam to South Africa, all ready to help our customers embark on an exciting new chapter.


Elena Ford is the chief customer experience officer at Ford Motor Company.
so now I can get a bagel and coffee along with the $1800 premium package which includes nitrogen tinting and seat protection
Nice. Not.
 
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Aleks

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so now I can get a bagel and coffee along with the $1800 premium package which includes nitrogen tinting and seat protection
Nice. Not.
Don't forget being pressured into an ESP for 5x the cost from grainger -- being reassured how reliable your vehicle is but also how you better get that protection because ... what if it's not?
 

Ponyprez

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I have no beef with the aesthetics (which will take a decade or more to roll out, and even then, probably only at larger metro dealerships). So this is nice, but ultimately what people remember is how they were treated, how they got along with the sales/F&I people, and how they felt about the OTD cost. Having a coffee bar and free snacks is cool, but not at all unique.

I bought an Acura 10+ years ago in an aged, very unspectacular dealership (it's not even there anymore), but what I remember more than anything is that the internet sales guy gave me the price that I wanted, and the F&I guy didn't upsell me on a single thing. In fact, since we were there late in the evening, he recommended an ethnic place to go eat at, and a decade later, we still go there for a good meal.

TL;DR don't tell me you're changing the culture, Ford. Show me.
Out all the comments I've read, yours was the best. My Maverick had been flawless until last week when it bricked on me. I found that the tech did not check the 12 volt battery so I did, recharged and checked again and it down a 118CCA's and S.O.H. was 47%. I have to drop it off next week for them to check it and I wonder where the battery has to be for it to be prorated for replacement. I have about a 3K round trip coming at the end of the month and don't want an issue.
 

MightyMaverick

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This isn't just a Ford issue. Many other mainstream companies like Toyota, Honda, Kia, GM, etc. all have this problem where the real issues aren't addressed and instead they focus on the fluff. A nice, pretty dealership isn't going to change the quality of the vehicles or service. Like someone mentioned already, the culture is what needs to change, not the aesthetics.

So many are turned off from buying a car because of the sales experience. The bait and switch, back and forth haggling, peer pressure, upcharging, hidden fees, lousy customer service, it all needs to stop! This just puts all of that in a prettier environment. It doesn't actually solve the issue.
 

Mavman1

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Clubs
 
The dealer will need to make sure that the mechanics don't walk in there with grease on the bottom of their shoes.
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