Pride in the Brand

Customer Experience transformation for Mercedes-Benz

Business Challenge

Our mission was to align all dealers and employees around a commitment to improving customer satisfaction and to foster a healthy, engaged and productive environment. The goal was raise the satisfaction index rating.

Path to change

Customized Customer Experience program delivered in-person to every Mercedes-Benz employee, with over 300 onsite workshops and planning sessions.

Results

No. 1 in national recognition award rankings in 2014, as well as double-digit sales growth for three years in a row. Employee Engagement improved by 10% in the first 12 months. Ultimately, this resulted in increased pride in the brand.

Satisfaction

“Through an intense focus on innovating both the employee and customer experience, the Strativity team helped organizations recognize their true full potential and increase revenues, profits, customer loyalty, and advocacy.”

Stephen Cannon, President & CEO, Mercedes-Benz USA

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