The brand really wants this SUV to be considered special, even long after the sale is complete.
After much anticipation and excitement, Jeep has revealed the all-new Grand Wagoneer and its mildly more affordable sibling, the Wagoneer. As we've been shown in the past, the luxury SUV truly is such, being finished with stunning details. The automaker has said time and time again that ownership is meant to be a luxury experience, and the brand is guaranteeing this by making 10 promises to every customer, regardless of whether you get a base Wagoneer or an Obsidian-trim Grand Wagoneer. We were first alerted to this focus on customer satisfaction in October last year, but now we can tell you exactly what all this entails. These are Jeep's 10 promises to Wagoneer customers:
Number one is that only dealers that earn a "Customer First" award for excellence by J.D. Power will be allowed to sell the Wagoneer. Secondly, the sales process will be high-tech and efficient. Jeep aims to achieve this using tablets and full integration to digital communication. Third, dealers will be staffed with Certified Wagoneer Ambassadors. In order to become certified, a sales or service associate must complete more than 90 hours of training and pass exams to ensure that he or she truly understands the brand, the cars, how they can be used, and how they can be equipped. Every Wagoneer and Grand Wagoneer will also be sold with a full tank of gas - promise number 4. Point five is that the vehicle will be thoroughly cleaned at delivery and after servicing and will be returned with radio, seating, climate, and other settings left as the customer had them. This sounds like something that should happen already, but in reality, it's something very few dealers do.
Number 6 furthers the technological experience but also caters to the unique times we're living in, as remote showrooms, test drives, and delivery services will be available too. Promise number seven is that an appropriate loan vehicle will be provided when your Wagoneer needs to be left at the dealer, while promise eight is that Jeep will be proactive in using remote services and diagnostics to schedule services and updates - including over-the-air updates and remote diagnostics. When customers are in the showroom or service lounge, Wi-Fi and phone charging services will be provided free of charge, along with "high-quality beverages and snacks", which is promise number 9. Finally, Wagoneer Client Services will provide 24/7 customer support and five years of maintenance. Concierge support and roadside assistance will always be available too.
This all looks brilliant and hopefully, other brands will take note and follow suit. We've long said that any automaker can build a premium product, but premium service is what separates the good from the great.