“Our goal is to be the most trusted company and we must deliver the most trusted experience for our customers.”
Ford Motor Company announced that Elena Ford has been named Chief Customer Experience Officer. In this role, she will lead the organization responsible for creating a world-class customer experience throughout the entire ownership cycle. The company also announced that John Savona is named vice president, North American Manufacturing.
In this role, Elena Ford, 52, will report to Joe Hinrichs, Ford president, Global Operations. The realignment of customer experience under Global Operations will allow Elena Ford, 52, to work with Ford Customer Service Division and the Quality organization “to connect the design and implementation of a world-class customer experience system that connects the interactions between Ford and its customers around the world. In her role, she will continue to be closely integrated with the Sales and Marketing organization and global dealer network.”
Working with Ford’s business operations around the world, Elena Ford will lead a team tasked with identifying key customer pain points that have the highest potential to drive improved business results, from digital sites to call centers and service bays.
“Our customers see Ford as one company and they don’t distinguish between the company, our call center and the dealers,” Elena Ford said. “Our goal is to be the most trusted company and we must deliver the most trusted experience for our customers.”
Also, today, the company announced John Savona is appointed vice president, North American Manufacturing. At the same time, he is elected a company officer. In this role, Savona, 50, will be responsible for Ford’s North America manufacturing footprint – the company’s largest with more than 30 manufacturing plants.
“John has nearly 30 years of experience in Ford manufacturing, having held leadership positions in many of our manufacturing facilities and been responsible for key areas including global quality improvement,” said Gary Johnson, group vice president, Manufacturing and Labor Affairs.
Previously, Savona served as Ford’s director of Global Manufacturing Quality with responsibility for ensuring continuous improvement in quality in all Ford manufacturing facilities globally. He began his career with Ford in 1989 as a security officer at Ford’s Wayne (Mich.) Assembly Plant after three years of service in the U.S. Army. Throughout his time at Ford, he has held a variety of roles with increasing responsibility in the manufacturing organization.
About Ken Zino
Ken Zino, editor and publisher of AutoInformed, is a versatile auto industry participant with global experience spanning decades in print and broadcast journalism, as well as social media. He has automobile testing, marketing, public relations and communications experience. He is past president of The International Motor Press Assn, the Detroit Press Club, founding member and first President of the Automotive Press Assn. He is a member of APA, IMPA and the Midwest Automotive Press Assn.
He also brings an historical perspective while citing their contemporary relevance of the work of legendary auto writers such as Ken Purdy, Jim Dunne or Jerry Flint, or writers such as Red Smith, Mark Twain, Thomas Jefferson – all to bring perspective to a chaotic automotive universe.
Above all, decades after he first drove a car, Zino still revels in the sound of the exhaust as the throttle is blipped during a downshift and the driver’s rush that occurs when the entry, apex and exit points of a turn are smoothly and swiftly crossed. It’s the beginning of a perfect lap.
AutoInformed has an editorial philosophy that loves transportation machines of all kinds while promoting critical thinking about the future use of cars and trucks.
Zino builds AutoInformed from his background in automotive journalism starting at Hearst Publishing in New York City on Motor and MotorTech Magazines and car testing where he reviewed hundreds of vehicles in his decade-long stint as the Detroit Bureau Chief of Road & Track magazine. Zino has also worked in Europe, and Asia – now the largest automotive market in the world with China at its center.
Elena Ford Named Chief Customer Experience Officer. John Savona to Head Ford North America Manufacturing
“Our goal is to be the most trusted company and we must deliver the most trusted experience for our customers.”
Ford Motor Company announced that Elena Ford has been named Chief Customer Experience Officer. In this role, she will lead the organization responsible for creating a world-class customer experience throughout the entire ownership cycle. The company also announced that John Savona is named vice president, North American Manufacturing.
In this role, Elena Ford, 52, will report to Joe Hinrichs, Ford president, Global Operations. The realignment of customer experience under Global Operations will allow Elena Ford, 52, to work with Ford Customer Service Division and the Quality organization “to connect the design and implementation of a world-class customer experience system that connects the interactions between Ford and its customers around the world. In her role, she will continue to be closely integrated with the Sales and Marketing organization and global dealer network.”
Working with Ford’s business operations around the world, Elena Ford will lead a team tasked with identifying key customer pain points that have the highest potential to drive improved business results, from digital sites to call centers and service bays.
“Our customers see Ford as one company and they don’t distinguish between the company, our call center and the dealers,” Elena Ford said. “Our goal is to be the most trusted company and we must deliver the most trusted experience for our customers.”
Also, today, the company announced John Savona is appointed vice president, North American Manufacturing. At the same time, he is elected a company officer. In this role, Savona, 50, will be responsible for Ford’s North America manufacturing footprint – the company’s largest with more than 30 manufacturing plants.
“John has nearly 30 years of experience in Ford manufacturing, having held leadership positions in many of our manufacturing facilities and been responsible for key areas including global quality improvement,” said Gary Johnson, group vice president, Manufacturing and Labor Affairs.
Previously, Savona served as Ford’s director of Global Manufacturing Quality with responsibility for ensuring continuous improvement in quality in all Ford manufacturing facilities globally. He began his career with Ford in 1989 as a security officer at Ford’s Wayne (Mich.) Assembly Plant after three years of service in the U.S. Army. Throughout his time at Ford, he has held a variety of roles with increasing responsibility in the manufacturing organization.
About Ken Zino
Ken Zino, editor and publisher of AutoInformed, is a versatile auto industry participant with global experience spanning decades in print and broadcast journalism, as well as social media. He has automobile testing, marketing, public relations and communications experience. He is past president of The International Motor Press Assn, the Detroit Press Club, founding member and first President of the Automotive Press Assn. He is a member of APA, IMPA and the Midwest Automotive Press Assn. He also brings an historical perspective while citing their contemporary relevance of the work of legendary auto writers such as Ken Purdy, Jim Dunne or Jerry Flint, or writers such as Red Smith, Mark Twain, Thomas Jefferson – all to bring perspective to a chaotic automotive universe. Above all, decades after he first drove a car, Zino still revels in the sound of the exhaust as the throttle is blipped during a downshift and the driver’s rush that occurs when the entry, apex and exit points of a turn are smoothly and swiftly crossed. It’s the beginning of a perfect lap. AutoInformed has an editorial philosophy that loves transportation machines of all kinds while promoting critical thinking about the future use of cars and trucks. Zino builds AutoInformed from his background in automotive journalism starting at Hearst Publishing in New York City on Motor and MotorTech Magazines and car testing where he reviewed hundreds of vehicles in his decade-long stint as the Detroit Bureau Chief of Road & Track magazine. Zino has also worked in Europe, and Asia – now the largest automotive market in the world with China at its center.