ENHANCED ULTIMATE MAZDA EXPERIENCE (UMX) STANDARDS

Mazda's vision for the future is about more than a lineup of electrified vehicles — the customer experience is evolving, too. That's why enhanced Ultimate Mazda Experience Standards incorporate electric vehicle-specific elements across the customer journey.

SALES

From Greeting to Follow-up, the Ultimate Mazda Experience Standards help you deliver an exceptional experience for MX-30 EV customers. We have spotlighted one EV-specific touchpoint below — we encourage you to visit the Ultimate Mazda Experience portal for a full picture of the enhanced EV-specific Sales standards across the customer journey.

SPOTLIGHT: EV-SPECIFIC VEHICLE DELIVERY

  • Make sure the vehicle is fully charged to the recommended 90% at the time of Delivery
  • Demonstrate how to use key controls and features, including those specific to the charging process
  • Walk through the standard charging process and give the customer a chance to practice to instill confidence
  • Set expectations for EV range (e.g., factors that can influence range), charging times and tire wear
  • Advise, consult and follow-up on home charger purchase and installation
  • If needed, review information that might have been bypassed in pre-Delivery, such as installing apps and setting up accounts, reviewing available incentives and perks and sharing EV-specific resources

Review the ChargePoint Driver's Kit with new owners during Delivery to ensure confidence using ChargePoint services.

SERVICE

From Appointment to Follow-up, the Ultimate Mazda Experience Standards help you deliver an exceptional experience for MX-30 EV owners. We have spotlighted one EV-specific touchpoint below — we encourage you to visit the Ultimate Mazda Experience portal for a full picture of the enhanced EV-specific Service standards across the customer journey.

SPOTLIGHT: EV-SPECIFIC SERVICE RE-DELIVERY

  • In addition to usual maintenance items, make note of EV-specific checks that may be less familiar to the customer, such as battery coolant, cabin heater, power inverter and high-voltage wiring
  • Review tire tread depth and wear patterns, brake pad thickness and cabin air filter condition
  • Set next maintenance appointment and ask permission to contact the customer a week prior to remind them
Whenever possible, re-deliver the customer's vehicle with with the maximum recommended State of Charge of 90%.

FULL CIRCLE INSPECTION: FOR ELECTRIFIED VEHICLES

During every Service Consultation, Mazda customers are educated on the Full Circle Inspection, including the fact that a Mazda Craftsman (Technician) will perform the inspection, to build value in the process. Now, alongside the MX-30 EV launch, Mazda introduces an enhanced, EV-specific Full Circle Inspection form to help build value in Mazda Service and give customers a reason to continue to choose you for their Service needs.

Keep your eye out for the enhanced EVḋspecific Full Circle Inspection form in the coming months.

QUESTIONS?
Contact us at focalpointfeedback@mazdausa.com

QUESTIONS? Contact us at focalpointfeedback@mazdausa.com