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Driven to Delight

Latest Mercedes-Benz News

Bringing Technology and a More Desirable Experience to Mercedes-Benz Showrooms

What are your childhood memories of automobile showrooms? For me, the showroom was the end of a ritualized journey. In what became an annual event, my father would wait for the new Ford models to arrive at the dealership. We would enter a balloon-filled building, be greeted quickly by an eager salesperson, and typically be handed a brochure before we approached the new models. If my father was contemplating a purchase that year, we would test-drive the cars, haggle with a salesperson (often making offers and counteroffers scrawled on a piece of paper), and possibly continue those negotiations with a sales manager. Assuming that a deal was concluded, we would… Continue Reading »

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Champions: Igniting Everyone at MBUSA to Be Driven to Delight

It is essential that you get all levels of formal leadership involved in elevating the customer experience through strategy and planning. Additionally, to achieve the needed tipping point on a cultural initiative as grand as MBUSA’s Driven to Delight, it takes more than leaders and managers to drive change. One member of the Customer Experience Strategy and Planning group was, and continues to be, responsible for aligning and transforming a culture of experience excellence at Mercedes-Benz USA by activating staff members to make change happen throughout the organization. This is done through the Mercedes-Benz Customer Experience Champions program. In the early phase of the customer-focused journey, MBUSA general managers and… Continue Reading »

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