{"id":385843,"date":"2023-05-10T04:51:53","date_gmt":"2023-05-10T08:51:53","guid":{"rendered":"https:\/\/autosphere.ca\/?p=385843"},"modified":"2023-05-12T10:37:10","modified_gmt":"2023-05-12T14:37:10","slug":"luciani-cadillac-la-promesse-dune-experience-client-unique","status":"publish","type":"post","link":"https:\/\/autosphere.ca\/fr\/concessionnaires\/2023\/05\/10\/luciani-cadillac-la-promesse-dune-experience-client-unique\/","title":{"rendered":"Luciani Cadillac\u00a0: La promesse d\u2019une exp\u00e9rience client unique"},"content":{"rendered":"
C\u2019est au 4000, rue Jean-Talon Ouest que nous a re\u00e7us chaleureusement Sabrina Luciani, la Directrice marketing et \u00e9v\u00e8nement de Luciani Cadillac.<\/b><\/p>\n
La salle d\u2019exposition lumineuse d\u00e9voile les v\u00e9hicules, dont les mod\u00e8les de performance, dit V-Blackwing, une voiture de collection expos\u00e9e aux c\u00f4t\u00e9s de la nouvelle Lyriq, 100% \u00e9lectrique.<\/p>\n
L\u2019ambiance est cosy, avec de la belle musique classique. Des peintures anciennes comme modernes ornent les murs de chaque salle. Du mobilier d\u2019art remplit les espaces.<\/p>\n
Un virage assum\u00e9 vers Cadillac<\/b><\/h2>\nCamillo Luciani, pr\u00e9sident de la concession Luciani, vient de rejoindre l\u2019univers Cadillac. Photo Lilian Largier – Autosphere<\/figcaption><\/figure>\n
Camillo Luciani est le pr\u00e9sident de la concession, la plus importante de Cadillac au Canada. L\u2019homme bienveillant, au costume impeccable, est originaire du centre de l\u2019Italie. Dipl\u00f4m\u00e9 en commerce, il est arriv\u00e9 \u00e0 Montr\u00e9al \u00e0 l\u2019\u00e2ge de 24\u00a0ans. \u00c9voluant dans le domaine bancaire, il s\u2019est tourn\u00e9 vers le monde de l\u2019automobile, souhaitant devenir son propre patron. Il a dirig\u00e9 sa premi\u00e8re affaire dans les ann\u00e9es\u00a01965. Apr\u00e8s avoir tenu plusieurs franchises, il a choisi de faire le grand saut chez Cadillac.<\/p>\n
\u00abJ\u2019aime vendre une image, avec \u00e9l\u00e9gance et passion, dit M. Luciani. Cadillac est pour moi une r\u00e9f\u00e9rence dans le design int\u00e9rieur et ext\u00e9rieur de luxe. C\u2019est une compagnie organis\u00e9e et structur\u00e9e, avec des ambitions \u00e9lev\u00e9es et des v\u00e9hicules adapt\u00e9s \u00e0 l\u2019Am\u00e9rique du Nord.\u00bb<\/p>\n
Une histoire de famille\u2026 et d\u2019exigence<\/b><\/h2>\n
Si sa fille Sabrina fait partie de la direction, son fils Sandro en est le vice-pr\u00e9sident. Aucun passe-droit ne leur a cependant \u00e9t\u00e9 donn\u00e9. \u00abMon fils [Sandro] a \u00e9tudi\u00e9 \u00e0 John Molson au Canada, \u00e0 Boston et deux ans \u00e0 la National Automobile Dealers Association (Nada) de Washington\u00bb, indique le patriarche.<\/p>\n
Des clients aux petits soins\u00a0<\/span><\/b><\/h2>\nShirley Goncalves, Chef des op\u00e9rations chez Luciani Cadillac, recrute avant tout des belles personnalit\u00e9s. Photo Lilian Largier – Autosphere<\/figcaption><\/figure>\n
\u00abNous ne donnons pas que les cl\u00e9s d\u2019un v\u00e9hicule, poursuit-il. Nous apportons une attention particuli\u00e8re aux d\u00e9tails, comme pour une \u0153uvre d\u2019art. Il faut soigner tous nos services, pour que nos clients exigeants soient satisfaits sur le long terme.\u00bb<\/p>\n
Chez Luciani, c\u2019est une personne d\u00e9di\u00e9e qui intervient lors des livraisons de v\u00e9hicules neufs. \u00abIl va prendre le temps n\u00e9cessaire, explique Shirley Goncalves, la Chef des op\u00e9rations. Notre client a besoin de sentir \u00e0 ce moment que nous sommes \u00e0 lui \u00e0 100%\u00bb.<\/p>\n
Le nouveau propri\u00e9taire se voit alors tout expliqu\u00e9. \u00abNotre sp\u00e9cialiste connait les v\u00e9hicules de parechoc \u00e0 parechoc, ajoute Jos\u00e9 Fernandes, le Directeur g\u00e9n\u00e9ral. Il peut r\u00e9pondre \u00e0 toutes les questions du client et effectuer des param\u00e9trages avec lui.\u00bb<\/p>\n
Le personnel au c\u0153ur de ses activit\u00e9s<\/b><\/h2>\n
Luciani Cadillac compte 44\u00a0personnes. Pour faciliter leur travail au quotidien, Luciani Cadillac a beaucoup investi dans un seul logiciel pour g\u00e9rer l\u2019ensemble concession, SERTI.<\/p>\n
Lors des embauches, la personnalit\u00e9 des candidats est un crit\u00e8re majeur. \u00abNous regardons le c\u00f4t\u00e9 humain, dit Mme\u00a0Goncalves. Nous recherchons des personnes chaleureuses, souriantes, car cela ne s\u2019enseigne pas. Cela fait partie de notre charme et de nos attraits\u00bb.<\/p>\n
Pour ses vendeurs, M.\u00a0Luciani bannit le trop courant et impersonnel\u00a0Est-ce que je peux vous aider\u2009?. Il pr\u00e9f\u00e8re d\u2019ailleurs recruter des repr\u00e9sentants sans exp\u00e9rience dans l\u2019automobile, pour les former \u00e0 sa philosophie de travail. \u00abNos vendeurs doivent avoir une \u00e9ducation g\u00e9n\u00e9rale forte, plaide-t-il. Il faut qu\u2019ils puissent \u00e9changer correctement avec les clients. Dans le luxe, c\u2019est la culture qui fait la diff\u00e9rence, jusque dans l\u2019habillement.\u00bb\u00a0<\/span><\/p>\n
Des d\u00e9fis<\/b><\/h2>\nJos\u00e9 Fernandes, Directeur g\u00e9n\u00e9ral de Luciani Cadillac, se donne pour d\u00e9fi de maintenir la qualit\u00e9 des services cinq \u00e9toiles offerts par la concession. Photo Lilian Largier – Autosphere<\/figcaption><\/figure>\n
\u00abNous offrons des services clients cinq \u00e9toiles, d\u00e9clare M.\u00a0Fernandes. Nous vendons, effectuons les travaux et lavons enti\u00e8rement tous les v\u00e9hicules. Notre plus gros d\u00e9fi dans les ann\u00e9es \u00e0 venir sera de maintenir le m\u00eame niveau d\u2019exigence. La priorit\u00e9 de Mr\u00a0Luciani, c\u2019est le client. Tous les processus en place sont complexes pour arriver de la vente \u00e0 la livraison.\u00bb<\/p>\n
Si tous les mod\u00e8les peuvent \u00eatre livr\u00e9s rapidement, il faut \u00eatre patient pour obtenir la luxueuse Lyriq tout \u00e9lectrique. Pour le VUS pleine grandeur de luxe, l\u2019Escalade, il faut attendre 6\u00a0mois en moyenne. \u00abL\u2019Escalade est conduite par les vedettes d\u2019Hollywood. Quand on les re\u00e7oit, toutes les unit\u00e9s sont d\u00e9j\u00e0 vendues\u00bb, constate Mme\u00a0Goncalves.<\/p>\n
Une adaptation \u00e0 l\u2019\u00e9lectrique \u2026 et des services compl\u00e9mentaires<\/b><\/h2>\n
On retrouve dans une salle deux ponts \u00e9l\u00e9vateurs pr\u00e9vus pour les v\u00e9hicules \u00e9lectriques. \u00abPour le Lyriq chaque batterie p\u00e8se d\u00e9j\u00e0 chacune 2\u2009500 livres [1150 kg]. Un pont traditionnel peut porter 8\u2009000 livres [3600 kg], alors que ceux sp\u00e9cialis\u00e9s ont une capacit\u00e9 de 12\u2009000 livres [5500 kg]. L\u2019emp\u00e2tement doit \u00eatre \u00e9galement plus large\u00bb, pr\u00e9cise M. Fernandes.<\/p>\n
Des v\u00e9hicules de tr\u00e8s haut de gamme, comme des Ferrari, Rolls-Royce ou Lamborghini, sont offerts en location \u00e0 une client\u00e8le connue.<\/p>\n
Au sous-sol, quatre postes sont utilis\u00e9s par le d\u00e9partement d\u2019esth\u00e9tique automobile.<\/p>\n
C\u2019est au 4000, rue Jean-Talon Ouest que nous a re\u00e7us chaleureusement Sabrina Luciani, la Directrice marketing et \u00e9v\u00e8nement de Luciani Cadillac. La salle d\u2019exposition lumineuse d\u00e9voile les v\u00e9hicules, dont les mod\u00e8les de performance, dit V-Blackwing, une voiture de collection expos\u00e9e aux c\u00f4t\u00e9s de la nouvelle Lyriq, 100% \u00e9lectrique. L\u2019ambiance est cosy, avec de la belle…<\/p>\n","protected":false},"author":434,"featured_media":386077,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[646,818],"tags":[842],"class_list":["post-385843","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-concessionnaires","category-concessionnaires-editorial","tag-vente-et-marketing-fr"],"acf":[],"yoast_head":"\n
Luciani Cadillac\u00a0: La promesse d\u2019une exp\u00e9rience client unique - Autosphere<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/autosphere.ca\/fr\/concessionnaires\/2023\/05\/10\/luciani-cadillac-la-promesse-dune-experience-client-unique\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Luciani Cadillac\u00a0: La promesse d\u2019une exp\u00e9rience client unique\" \/>\n<meta property=\"og:description\" content=\"C\u2019est au 4000, rue Jean-Talon Ouest que nous a re\u00e7us chaleureusement Sabrina Luciani, la Directrice marketing et \u00e9v\u00e8nement de Luciani Cadillac. La salle d\u2019exposition lumineuse d\u00e9voile les v\u00e9hicules, dont les mod\u00e8les de performance, dit V-Blackwing, une voiture de collection expos\u00e9e aux c\u00f4t\u00e9s de la nouvelle Lyriq, 100% \u00e9lectrique. L\u2019ambiance est cosy, avec de la belle...\" \/>\n<meta property=\"og:url\" content=\"https:\/\/autosphere.ca\/fr\/concessionnaires\/2023\/05\/10\/luciani-cadillac-la-promesse-dune-experience-client-unique\/\" \/>\n<meta property=\"og:site_name\" content=\"Autosphere\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/autosphere.ca\" \/>\n<meta property=\"article:published_time\" content=\"2023-05-10T08:51:53+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-05-12T14:37:10+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/autosphere.ca\/wp-content\/uploads\/2023\/05\/A_Camillo-Luciani-et-Sabrina-Luciani-4.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1516\" \/>\n\t<meta property=\"og:image:height\" content=\"1170\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Lilian Largier\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@autosphere_ca\" \/>\n<meta name=\"twitter:site\" content=\"@autosphere_ca\" \/>\n<meta name=\"twitter:label1\" content=\"\u00c9crit par\" \/>\n\t<meta name=\"twitter:data1\" content=\"Lilian Largier\" \/>\n\t<meta name=\"twitter:label2\" content=\"Dur\u00e9e de lecture estim\u00e9e\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/autosphere.ca\/fr\/concessionnaires\/2023\/05\/10\/luciani-cadillac-la-promesse-dune-experience-client-unique\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/autosphere.ca\/fr\/concessionnaires\/2023\/05\/10\/luciani-cadillac-la-promesse-dune-experience-client-unique\/\"},\"author\":{\"name\":\"Lilian Largier\",\"@id\":\"https:\/\/autosphere.ca\/fr\/#\/schema\/person\/221b2e266586665c6f49f1ba4966b15a\"},\"headline\":\"Luciani Cadillac\u00a0: La promesse d\u2019une exp\u00e9rience client unique\",\"datePublished\":\"2023-05-10T08:51:53+00:00\",\"dateModified\":\"2023-05-12T14:37:10+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/autosphere.ca\/fr\/concessionnaires\/2023\/05\/10\/luciani-cadillac-la-promesse-dune-experience-client-unique\/\"},\"wordCount\":922,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/autosphere.ca\/fr\/#organization\"},\"image\":{\"@id\":\"https:\/\/autosphere.ca\/fr\/concessionnaires\/2023\/05\/10\/luciani-cadillac-la-promesse-dune-experience-client-unique\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/autosphere.ca\/wp-content\/uploads\/2023\/05\/A_Camillo-Luciani-et-Sabrina-Luciani-4.jpg\",\"keywords\":[\"Vente et marketing\"],\"articleSection\":[\"Concessionnaires\",\"\u00c9ditorial\"],\"inLanguage\":\"fr-FR\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/autosphere.ca\/fr\/concessionnaires\/2023\/05\/10\/luciani-cadillac-la-promesse-dune-experience-client-unique\/#respond\"]}],\"copyrightYear\":\"2023\",\"copyrightHolder\":{\"@id\":\"https:\/\/autosphere.ca\/#organization\"}},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/autosphere.ca\/fr\/concessionnaires\/2023\/05\/10\/luciani-cadillac-la-promesse-dune-experience-client-unique\/\",\"url\":\"https:\/\/autosphere.ca\/fr\/concessionnaires\/2023\/05\/10\/luciani-cadillac-la-promesse-dune-experience-client-unique\/\",\"name\":\"Luciani Cadillac\u00a0: La promesse d\u2019une exp\u00e9rience client unique - 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