Ferrari, Delivering Excellent Service

I decided to talk about CE in the most prestigious car manufacturer

Factors of a memorable experience

•Technology•Customization•Human touch•Wow factor

Technology

Customization

Human Touch

Wow Factor

Key Takeaway

Ferrari is characterized by the same success principles that characterize Ritz-Carlton.They are the following......

The Ferrari Mystique

To create unique experience around the brand

Employee engagement

The company fulfills employees promises

Customer engagement

Product and service excellence

Financial Performance

10 Lessons from the best firms

10 Rules from the best companies to deliver an excellent service

1. Decisions on what the customers want and expect

•new-car sales growth cannot be endless (but) we also like to talk about growth with our relationship with customers.MrKnechtel, Australia CEO

2.Think and act in terms of the entire CE

•Ferrari introduces an exclusive new customer care service for the with the free seven-year Ferrari Genuine Maintenance Programme

3. Continuously improve all the part of CE

•We all have a strongsense of belonging, love the challenge and seek continuous improvement together, daily, for the success of our organization. (Official website)

4. Hire people that can effectively build relationships with clients

5. Train employees in how to cope with emotional labor cost

•According to the Ferrari culture people can reach excellence just when working together as a team

6. Create and sustain a strong service culture

7. Avoid failing your customer twice

8.Empower customers to co-produce their CE

People buy the brand Ferrari for their outfit.They like to associate themself with the idea of uniqueness.

9.Get managers to lead from the front, not the top.

Sergio Marchionne’ s quote about leadership.(ex Ferrari Ceo)He died in 2018.

10. Treat customers like if they were guests.

Watch from sec 22 to second 60