Cadillac Dealerships' New Design Centers Around Luxury & Customer Experience
"Defining Moments" has become a large part of Cadillac's focus in the recent past and well as near future. One step they are planning to take as part of the luxury car buying process is to redesign the interior of actual dealerships.
Renowned Gensler architects and Cadillac designers created the luxe, new showroom. Concepts were based on an open design where prospective cu could easily interact with the cars and dealership staff. Also included in the new design is a swanky lounge with a coffee bar, designer furniture, custom-designed art, and the integration of top-of-the-line contemporary materials, such as: English Oak, matte porcelain, and brushed stainless steel.
"The new facility design and furnishings provide a great stage for our exciting new automobiles," commented Kurt McNeil, Vice President Sales and Service, Cadillac. "...But our main goal is to create a highly positive first impression that creates that defining moment in our customer's minds that we will exceed their expectations before, during, and after the sale."1
The brand's determined effort also includes partnering with luxury hotel, the Ritz-Carlton, on a dynamic set of customer-service training programs for their sales and service staff. The two consecutive years now the two companies have, in fact, teamed up.
Currently, more than 200 Cadillac dealers throughout the U.S. have agreed to completing a facility makeover within the next two years. The new facility is, however, just one part of a larger effort to offer Cadillac customers the best customer service experience possible.
Cadillac of Novi would like to note that Cadillac's efforts are already generating great results. Not that service was ever bad...rather it's going from good to exemplary. Just this spring, the brand rose from its number two spot in J.D. Power and Associates' customer service survey to number one. Perhaps one of the most significant changes contributing to this jump was the launch of the Cadillac Shield program - a four-year, 50,000-mile bumper-to-bumper and five-year 100,000-mile powertrain warranty. This certainly helps persuade potential customers when in the buying process.
If it sounds like pure luxury, that would be because it is... from initial investigation to purchasing to owning to servicing. To experience it for yourself, visit Cadillac of Novi, located at 41350 Grand River Ave Novi, MI 48375, today.