Boosting customer satisfaction and improving the sales experience.
Our mission was to align all Mercedes-Benz dealers and employees around a commitment to enhance and evolve customer satisfaction and to foster a healthy, engaged, and productive environment. The goal was to raise the satisfaction index rating, instill pride in the brand, and build stronger relationships with customers.
Through an intense focus on innovating both the employee and customer experience, the Material team helped our organizations recognize their true full potential and increase revenues, profits, customer loyalty, and advocacy.Stephen Cannon, President & CEO, Mercedes-Benz USA
Driving growth and earning No. 1 rankings.
Mercedes-Benz went on to earn the No. 1 spot in national recognition award rankings—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 and enhanced the customer experience.