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Ford has 99 million customers globally, half of them in the U.S., and adds about 6 million new customers a year. But when it comes to offering a good customer experience that will keep them coming back for more, the automaker is mid-pack.
Not good enough, top leadership said. So Elena Ford was appointed to the new position of Chief Customer Experience Officer in October 2018, and she became a champion for how the company bearing her family name can make it easier to buy, own, and operate a...