and the Mustang Mach-E happened without major advertising campaigns. The key, he said, is building loyalty among its current customers, not spending money on Super Bowl ads.That doesn’t meanare completely obsolete. The company is working with its network to focus on specialized services.
“Our model is messed up,” said Farley. “We spend $600 or $700 on the vehicle to promote it and we spend nothing post-warranty on the customer experience.” To remedy that, the company should focus on providing customers with a good experience by helping them through , giving complimentary detailing, and offering other services. It’s a model inspired by Tesla’s approach to Norway where it maintains a dealer network, unlike in North America. That’s because customers there want services not just sales.and reduce its spending on defect repairs. Farley said the company has to be “radical on [its] quality” and also reduce the prices of batteries.
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