- Genesis Concierge introduced
- Offers dedicated personal shopper
- At-home test drives promoted
- New vehicle delivery available
Genesis joins the ranks of automakers expanding into shop-at-home services. The new program, called Genesis Concierge, offers a wide range of features including a dedicated personal shopper to help with the purchase process. This “white glove” concierge service started May 11.
“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.”
Patterned after Service Valet
The new service mirrors an existing Service Valet program currently offered to Genesis owners. That amenity provides pickup and delivery for scheduled vehicle service. Del Rosso said Service Valet is a big success with customers. He adds that it is “utilized by 90 percent of Genesis owners.” Building on that acceptance, Del Rosso said. “ Genesis Concierge shows we have great respect for our customers’ ultimate luxury – their time.”
Personal touch is key
A dedicated concierge assists shoppers who express an interest in the service. That personal shopper contacts the customer by phone, text, or e-mail, depending on preference. The concierge acts as a guide, answering product questions including models and option packages. In addition to providing information about Genesis owner services, the shopper also acts as an interface with the customer’s local dealer. Genesis adds that the dealer remains integral in the buying, delivery, and service processes.
Among the options available to shoppers are at-home test drives, tools to start the buying process, and the ability to schedule vehicle delivery at a location chosen by the customer. The concierge remains engaged as primary contact for questions and concerns, including a vehicle delivery follow-up.
