Client Satisfaction Delivers Loyalty, Return Customers

Q: What is INFINITI’s strategy to stand out in the Mexican premium segment?
A: We focus on designing products that offer clients a satisfying experience from the sales floor to the aftersales service while offering several benefits unique to INFINITI. Rather than building cars, INFINITI’s goal is to create experiences. In Mexico, the brand has been the leader in customer satisfaction related to sales of new vehicles and aftersales service for three years in a row. To maintain this momentum, INFINITI Mexico has launched the INFINITI Black service. This is the most exclusive road assistance program in the Mexican market. It includes a pick-up and delivery service during servicing at no cost and without limits. INFINITI’s strategy is to launch an aggressive product offensive compared to other competitors and to provide differentiated sensations of luxury and exclusivity.
Q: What has helped INFINITI outpace the downturn in overall sales?
A: Our sales in Mexico have grown in parallel with the premium segment. INFINITI remains attractive in this segment by offering competitive products. Moreover, INFINITI’s hybrid lineup has positioned the brand as a sales leader in the subsegment of premium hybrids. The hybrid versions of our QX50 and QX60 SUVs represent 20 percent of our total sales and we are convinced of the advantages this technology offers. The brand is also a technical partner of the Renault Sport F1 team and supplies all the energy recuperation technology for the team’s R.S.18 vehicle.
Q: What role do SUVs play in INFINITI’s product strategy for the Mexican market?
A: The SUV segment is a predominant area for us because of its consistent growth and these vehicles are playing a central role in INFINITI’s product offensive. We recently launched the QX50 2019 that completes INFINITI’s SUV lineup. This is a unique SUV since it is powered by the first variable compression engine in the world while also keeping the equipment, comfort and luxury features that make INFINITI stand out. Our long-term vision is oriented to building and selling more electric vehicles and e-Power technology by 2021. This latter technology consists of a small gasoline engine that charges the battery pack that powers an electric vehicle.
Q: In terms of financing products, how will INFINITI’s SELECTIVITI program lead to a greater share in the premium segment?
A: The SELECTIVITI program from our financial branch INFINITI Financial Services has enabled the brand to capture new clients who we had missed previously. It offers convenient credit plans and a variety of financing options for clients. This program has gained a strong foothold in the Mexican market with a 20 percent share of the brand’s sales. INFINITI is among the leaders in terms of vehicle leasing in Mexico. There is great potential in the lease segment and we expect to continue conquering this market.
Q: How will the brand’s Certified INFINITI used-vehicle program help the company weather the contraction in new-vehicles sales?
A: Certified INFINITI has the highest quality standards in Mexico’s premium segment. This program will help us to continue expanding our sales to different segments. It is an important program due to our high repurchase levels. Certified INFINITI helps us remain an attractive option for our clients.
Q: What new advances can customers expect in INFINITI’s future vehicles?
A: Any new launches will be based on models such as the Q Inspiration that we believe represents the future of the brand. This vehicle was launched at the Detroit Auto Show and was named the “Best Concept Vehicle” at the event. INFINITI has announced that by 2021 its lineup will have a complete group of vehicles powered by low-emission technology, such as electric and e-Power. INFINITI expects that half of its global sales will be electric vehicles by 2025 as a result of these technologies.