Porsche Taps Disney to Help ‘Excite’ Customers
New training program for U.S. Porsche dealerships aims to improve customer experience.
When you think of Disney, you probably think about a giant mouse, long lines, and thousands of screaming kids. But the entertainment company obviously does a number of things extremely well, not the least of which is provide a world class customer experience. And that’s exactly why Porsche has picked the Disney Institute to help improve their dealership experience.
The new program, dubbed “Excite,” rolls out later this year at U.S. dealerships. 5,200 customer facing employees are set to undergo training at one of the automaker’s two U.S. based Porsche Experience Centers. Each dealership will also designate one person as a “Customer Experience Manager.” That employee’s sole focus lies on nothing more than maintaining a customer first mentality.
The move comes on the heels of lagging J.D. Power customer satisfaction rankings and a renewed focus by Porsche’s top brass. Â Starting over with an intense focus on culture is just the first step in reversing that trend. U.S. based dealerships will serve as a pilot group for the Excite program, which will eventually roll out globally.
Obviously, the expense of such an endeavor can be great. Porsche intends to share the training costs with dealerships. And obviously, sending employees to the Atlanta and Los Angeles based centers is much cheaper than flying them to Europe.
In a hyper competitive market, providing a superior customer experience is not just a luxury – it’s an expectation. And with Excite, it looks like Porsche is getting serious about not just meeting customer expectations, but exceeding them.
