'Voice of customers' fuels Jaguar Land Rover China

'Customer First'

An avid rugby fan and captain of his own team, Grace has the inspirational leadership ability reflected in his management style, which firmly echoes the company business philosophy of putting customers at the heart of everything it does.

"Our philosophy aims to achieve maximum customer satisfaction by providing them with a unique Jaguar Land Rover experience they love, in a relationship that lasts a lifetime," Grace said.

"Just like marriage, a lifetime relationship can't be forged without listening and caring."

To better understand customers, hear their voice directly and provide them with high-quality service, Jaguar Land Rover kicked off the Customer Talk campaign, where it talks with dozens of car owners at roundtable meetings.

Meanwhile, the company has been relentlessly introducing various models tailored for the Chinese market, including long-wheelbase models and vehicles offering added fuel efficiency through either smaller engines or lightweight all-aluminum technology.

"Chinese consumers love spacious cars. Just as how our extended Jaguar XJL is a highly popular model in the market, our all-new Range Rover Long Wheelbase was a hit when we unveiled it at last year's Guangzhou Auto Show," he commented.

He said customers are even given the chance to customize their cars using a range of options through its Engineered to Order division.

"Chinese consumers' demands and preferences have been an essential consideration for global product research," Grace said.

When Jaguar Land Rover launched standout new products like the F-TYPE, all-new Range Rover and all-new Range Rover Sport last year, reaction from Chinese consumers was phenomenal.

"This year, we will continue to bring great new products here, including the F-TYPE Coupe and new Land Rover models like our hybrid SUV," Grace revealed. "I am confident that consumer reaction will be incredibly positive."