New Genesis Concierge national 'white glove' program delivers personalized experience
"A true luxury experience should exceed a customer's unique desires and expectations," said Mark Del Rosso, President and CEO, Genesis Motor North America. "Genesis Concierge is a tailored service that delivers a new level of personalized luxury, because we are committed to delivering an experience that satisfies our customers on their terms, not ours. As with our popular Service Valet owner amenity, utilized by 90 percent of Genesis owners, Genesis Concierge shows we have great respect for our customers' ultimate luxury – their time"
As part of the program, customers receive their own person concierge to act as a host and guide throughout the shopping and buying process of a new Genesis. This goes beyond the traditional salesperson role starts with the initial welcome and extends through available at-home test drivers and delivery at the location of the purchasers' choice.
After a customer signals interest in a Genesis vehicle via an online request, a concierge will reach out by phone call, text, or e-mail, depending on the guest's preference. Genesis describes the rest of the process:
"From there, the assistant acts as a shopping guide, answering questions about brand models and packages; explaining the complimentary suite of services offered; and directly interfacing with the retailer. The retailer remains integral — the program is designed to enhance the customer/retailer relationship. However, the concierge will continue to serve as the primary contact for customer questions or concerns, and the assistant will follow up even after the vehicle is delivered."