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
More CX and employee experience case studies
How TCU Financial Group transformed their member experience
Renewed focus on Customer Experience for AmeriGas
Making changes to deliver exceptional patient experiences with Novo Nordisk
Empowering Employees and Customer Satisfaction at Royal Caribbean
Customer satisfaction increases for Honeywell
Mastering internal Customer Experience with E-On
Major Luxury Auto Manufacturer
Customer Experience programs launch Major Auto Manufacturer to new levels of satisfaction
Customer Experience blueprint for The Metropolitan Museum of Art
National Performing Arts Center