JLR is set to overhauling its client interactions, both in-person and digitally, under the leadership of Costa Delis, its newly appointed UK customer experience director.
Delis and his newly established team aim to create a seamless and integrated customer journey, spanning from initial engagement to vehicle purchase and aftercare support for Range Rover, Defender, Discovery and Jaguar customers.
This initiative is part of JLR’s broader digital transformation, which includes streamlining its online presence and differentiating its showrooms to reflect the unique identities of its four brands.
A key component of this transformation is the development of advanced technical systems to be shared with JLR’s retailers.
By leveraging client purchase and servicing records, JLR plans to offer a personalised online journey, providing quicker access to relevant information and enhancing overall client satisfaction.
The collaboration with retailer partners will ensure full stock-sharing and transparency across the network, allowing clients to access a broader selection of available vehicles and find their ideal car more efficiently.
Costa Delis said: “We are striving to reach new levels of client experience and to set the benchmark for delivering the highest standards.
“The streamlining of our processes, systems, and data is fundamental to achieving this, and we will strengthen our ability to give clients exactly what they want as part of their own, tailored journey with our brands. This provides a strong foundation for our new go-to-market strategy which will deliver the very best levels of care.”
As part of its retail strategy, JLR is incorporating elements of the traditional franchise model with key adaptations to enhance the client experience.
Recently, JLR announced a 26% expansion of its UK client care team. These specialists will contact clients, offering personalised information relevant to their ownership journey.
