In a bid to offer unmatched satisfaction and subsequently enhancing its brand image and customer loyalty, Audi America has hired a marketing executive to fill the post of Director of Customer Experience.
The company said that Jeri Ward, 39, would be responsible to look after a new ‘voice of the customer’ programme, Audi's 75-employee customer care call centre and an online owner panel called the Audi Drivers Circle.
Ward said members of her team will be placed at the three regional sales offices to “identify best practices,” and ensure that they satiate the needs of their customers.
“The role is cross-functional and I am working across the organization providing customer insight in planning and in activities that touch the customer,” Ward is quoted as saying.
Ward confirmed that she, along with her 14-member team will be chalking out strategies in the coming weeks and month, followed by new programmes.
In view of its goal to increase the U.S. sales to 200,000 vehicles by 2018, concentrating further on customer satisfaction becomes a prerequisite for Audi.
As a matter of fact, Audi's U.S. sales have been envisaged to increase 10 percent in 2011 compared with 2010, when the brand sold 1,01,629 vehicles. Audi's U.S. sales ascended by 17 per cent through October to reach 95,206 units.
Ward was a part of Audi in March 2007, and at that time she was the General Manager of customer advocacy, interactive marketing and launch strategy. Before joining Audi, she worked at Ford Motor Co. for about six years. She served as Consumer Marketing Manager for the Ford Edge before leaving the company.
“She brings a decade of management experience in consumer marketing and customer strategies, and I am looking forward to her vision and guidance as Audi continues to innovate and refine the customer experience,” Johan de Nysschen, president of Audi of America, said in a statement.
Thus, Audi expects to attain its target using the support offered by the new executive and raise its bar in the global market once again.
