EPISODE 13
Convenience Meets Loyalty: Ford’s Mobile Service Revolution
Featuring Guest TODD RABOURN
Episode Description
Why should dealerships rethink service convenience to retain more customers? Todd Rabourn, Ford Motor Company’s Director of Global Customer Experience Implementation, shares how Ford’s mobile service initiative is transforming the way dealerships connect with customers and drive loyalty.
In this week’s episode, Todd explores the growing demand for mobile service and pickup and delivery options, highlighting how they remove friction, attract out-of-warranty customers, and boost customer satisfaction. He breaks down the challenges dealerships face and shares how Ford is addressing these hurdles to create a seamless experience. Todd also discusses the broader impact of remote services on retention, dealership capacity, and loyalty, while providing a glimpse into the future of mobile service for EVs and tire maintenance.
Takeaways from this episode:
- How mobile service is reshaping dealership retention strategies
- The operational challenges and solutions for implementing remote services
- The growing importance of tires and EVs in mobile service offerings
- Practical ways to increase customer satisfaction and long-term loyalty
BILL SPRINGER
and president of Krex Inc.
TODD RABOURN
Director of Global Customer Experience Implementation at Ford Motor Company
Would you like to Be a guest on our podcast?
The Retention Formula: Insights from Tully Williams
Customer retention in the dealership service department is about more than just numbers—it’s about treating every customer as if they’re family and earning their repeat and referral business. In this episode, Tully Williams, Fixed Operations Director at the Niello Company, emphasizes the importance of measuring retention consistently and realistically, sharing his unique insights on why customer-focused recommendations and competitive pricing strategies (especially with tires, brakes, batteries, and maintenance) directly impact dealership loyalty and profitability.
Service Retention in 2025: What’s Changing & How to Adapt
The service retention landscape is shifting, and dealerships must adapt to stay ahead. With fewer new cars being sold in recent years, the traditional flow of service customers is slowing, making it more important than ever to win back lost customers and capture more aftermarket business.
The Future of Dealership Branding & Digital Engagement with Savannah Simms
Dealerships today face a unique challenge: standing out in a crowded digital landscape while building long-term customer loyalty. In this episode, we explore how dealerships can strengthen their brand, improve retention, and create meaningful customer relationships.