Genesis is now offering a new concierge service to bring home shopping assistance to its customers. The luxury automaker, under the Hyundai umbrella, says itís a step forward in efforts to offer a bespoke experience to customers.
The national "white glove" program kicked off this Monday. It gives customers their own personal concierge to act as a host and guide throughout the process of shopping and buying a new Genesis. The programís launch comes as a lot of car buyers are turning to online shopping to make their purchase in the wake of COVID-19. Customers have the option of at-home test drives and delivery at a location of their choice from participating Genesis retailers. Genesis joins other automakers who are also offering these types of services.
"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 Ė their time"
Hyundai says a dedicated personal shopper will be involved in every part of a guest's experience, from the initial welcome to setting up final retail vehicle delivery. The program works hand-in-glove with the brand's digital portals. After a customer signals interest, a concierge will reach out by phone call, text, or e-mail, depending on the guest's preference.
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. Genesis points out that the dealership remains an important part of the process and says 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.