Ford Unveils New Dealership Design and Sales & Service Experience

[Administrator]

Ford Unveils New Retail Experience to Deliver Enhanced Customer Journey

November 6, 2025

Words by Elena Ford


At Ford, we understand that how you explore, purchase, and service your vehicle is constantly evolving.


Today, we're introducing a new, unified global retail experience, developed with Ford dealers around the world, to meet these needs.

This approach offers seamless options, whether you prefer browsing online or a hands-on dealership visit, ensuring each step of your journey with Ford is effortless — from considering a vehicle to every service appointment thereafter.


Like always, we're putting our customers at the heart of everything with this experience. We've created the new design standard, Ford Signature 2.0, with our global dealers, building on years of learnings and pairing behavioral science with human-centered design to foster lasting relationships

The design delivers on Ford’s global brand strategy by offering ways for customers to explore Ford’s exciting products while building trust and community with the dealership.


To support dealership associates in delivering on this promise, Ford also provides guest experience training for dealership staff globally, focusing on service, communications, and anticipating customer needs.


This new retail experience is built on four core principles:

• Hospitality First:  Dealership staff serve as brand ambassadors with dedicated hospitality spaces for conversations. Food and beverages are accessible from the showroom and service area.
  
  
• Sales & Service Anywhere:  Flexibility for customers to choose which environment, a traditional purchase room or hospitality space, is their preferred space to conduct business.
  
  
• Operations Excellence: Efficient design to optimizeflow and functionality and enhance the experience for guests, with a focus on employee spaces.
  
  
• Discover Ford:  Immersive brand experiences for customers to see, touch, and learn about products, accessories, and technology.

We're also ensuring that you can easily blend your digital and in-person interactions. Currently available for all Ford nameplates in the U.S. and in 15 European markets, customers can build, price, and continue their purchase online or offline with their local dealer.


You can start your journey from your phone and finish it in person or complete the entire transaction digitally.

Convenience remains paramount for service customers. With Ford Pickup & Delivery, the dealership will pick up the vehicle, take it to the dealership, and return it once the work is complete. For routine services, Ford Mobile Service dispatches certified technicians to a customer's preferred location.


Through the third quarter, Ford has offered 3.8 million remote experiences around the world, including Pickup & Delivery and Mobile Service.


This year, more than 20 dealerships in 10 countries will open with the new retail experience, including stores now open in Brazil and the U.S.


By the end of 2026, we'll have 110 stores open from Michigan to Missouri, from Vietnam to South Africa, all ready to help our customers embark on an exciting new chapter.


Elena Ford is the chief customer experience officer at Ford Motor Company.

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[VirginiaHeritage]

Neither of these two look like they should be climbing that ladder. Especially to get back down.

Don’t do it, bro. You’ll never live it down…

 

[cbrenthus]

How about simply making a decent product that doesn’t require a ton of recalls?

 

[theblackangus]

How about simply making a decent product that doesn’t require a ton of recalls?

But thats engineering not marketing... Much smaller pool of money for engineering.
/S

 

[VirginiaHeritage]

How about simply making a decent product that doesn’t require a ton of recalls?

These Broncos are cool in ways that let them get away with a lot. It’s like having a hot wife with some annoying traits.

8 months in and I’ve been to the dealership for recalls and other repairs more times than the Subaru has been in over 7 years. But I still love this Bronco and have zero passion for the Subaru. (EDIT: the only exception for the Subaru being the rare occasions in VA when it snows)

 

[RobWTX]

A little late to the game, but they are finally doing what other cars companies have already been doing for years.

 

[CitrusBronco]

But thats engineering not marketing... Much smaller pool of money for engineering.
/S

 

[j_marinelli]

Working is in the storefront/curtainwall business (the big glass/aluminum entrances of buildings), this design is inline with what we are seeing from other auto manufacture dealers. I have a new KIA dealer I'm working on right now and the main system is damn near identical to this at first glance.

 

[Rydfree]

Why does the inside look like a hospital cafeteria ?

 

[DALOLA]

I've never heard anyone say they turned down buying a Ford because of a dingy building. But plenty have walked away for life due to douche-bag dealer ethics. Ford, once again, offering a solution, without understanding the problem.

 

[23OBX2.7]

My preferred dealer has the new format. Yesterday I learned their internal labor rate went from $110 hr at a far more convenient location to $168 hr at a far less convenient new location said" we have to pay for this place".

 

[Sherminiator]

I've never heard anyone say they turned down buying a Ford because of a dingy building. But plenty have walked away for life due to douche-bag dealer ethics. Ford, once again, offering a solution, without understanding the problem.

That is because dealerships are independently owned and Ford has limited control over them because of that.

Even with the ginormous shitshow I went through with my Bronco experience a few years ago, my wife brought a Bronco Sport there (though the salesperson I used and consider a friend) and the experience was easy/smooth.

The service department is stellar-they pick my Bronco up for just an oil change service and have it back to me by lunch time.

 

[techdisaster]

I'm not selling my Bronco because of the state of the showroom, I'm selling my Bronco because of the attitudes of the service and warranty claims departments. Don't tell me you won't honor the warranty because I take my Bronco off road or the part (soft top rear window) is not warrantied because it broke when it was cold out.

 

[Squatch]

This Apple store motif is disgusting. It's the same lipstick-on-a-pig they use for a "luxury" feel by putting screens everywhere.​

​

It's like @VirginiaHeritage pointed out, pretty privilege lets people get away with doing bad things. Every refresh or remodel marketing slop from Ford or Jackson Dawson is just another attempt to make people ignore all the recalls, etc.​

​

They're pretending that they are putting the customer in control of the purchasing process because they are doing the exact opposite! You can't select most options individually anymore because they have trim levels and packages or "models" of Bronco to pigeon-hole customers into the most profitable choices. It isn't demand that controlled the over production of four-doors, it was Ford. They made it for the minivan market because, generally, people with kids buy more crap.​

​

This is a great look for people who know nothing about how a car works or how to work on their car. It's the next step to ensuring customers have to rely on Ford and Ford dealerships for everything and pay whatever price they demand.​

 

[Newbie]

This Apple store motif is disgusting. It's the same lipstick-on-a-pig they use for a "luxury" feel by putting screens everywhere.​

​

It's like @VirginiaHeritage pointed out, pretty privilege lets people get away with doing bad things. Every refresh or remodel marketing slop from Ford or Jackson Dawson is just another attempt to make people ignore all the recalls, etc.​

​

They're pretending that they are putting the customer in control of the purchasing process because they are doing the exact opposite! You can't select most options individually anymore because they have trim levels and packages or "models" of Bronco to pigeon-hole customers into the most profitable choices. It isn't demand that controlled the over production of four-doors, it was Ford. They made it for the minivan market because, generally, people with kids buy more crap.​

​

This is a great look for people who know nothing about how a car works or how to work on their car. It's the next step to ensuring customers have to rely on Ford and Ford dealerships for everything and pay whatever price they demand.​

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