- JLR’s new UK Customer Experience Director aims to improve every client interaction
- Costa Delis’s team will drive digital transformation and refine the client journey
- Increased focus on clients is pivotal to JLR’s UK retail strategy
- Changes form part of a wider upscaling of the client services function
Whitley, UK, 17 July 2024 – JLR (UK) is aiming to improve every interaction with its clients, in‑person and digitally. A new function led by Costa Delis, the recently appointed UK Customer Experience Director, is putting exacting levels of client care and experience at the heart of its plans for a franchise model befitting the luxury sector.
Costa Delis and his team will create an integrated customer journey – from the moment a client first engages with JLR, through vehicle purchase to aftercare support. Each client will enjoy a smooth and consistent experience whether they choose to interact with the Range Rover, Defender, Discovery or Jaguar brands digitally or in‑person. JLR has recently simplified its online presence and its showrooms now differentiate its portfolio, reflecting the distinct identities of the four brands.
Costa Delis
This focus on client experience is part of a wider digital transformation at JLR. It also includes the development of technical systems which will be shared with its retailers. Using client purchase and servicing records, JLR will create a personalised online journey for every client, with quicker access to relevant information.
The data arrangement with JLR’s retailer partners will deliver full stock‑sharing and transparency across the network, so clients will see a larger selection of available vehicles and can find their perfect car more quickly and easily.
We are striving to reach new levels of client experience and to set the benchmark for delivering the highest standards.
The streamlining of our processes, systems and data is fundamental to achieving this, and we will strengthen our ability to give clients exactly what they want as part of their own, tailored journey with our brands.
This provides a strong foundation for our new go‑to‑market strategy which will deliver the very best levels of care.
Costa Delis
Customer Experience Director, JLR (UK)
JLR’s retail strategy incorporates elements of the traditional franchise model, with key adaptations to improve the experience for clients. JLR recently announced a 26 per cent expansion of its wider UK client care team. These specialists will proactively contact clients, providing any information relevant to their personal ownership journey.
Clients can choose from a range of customer contact options, including social, webchat and phone lines (UK based). For support please visit: Land Rover | Contact Us | Land Rover UK