Improving customer satisfaction with 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 and instill pride in the brand.
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.
Sales growth and top rank.
Mercedes-Benz has since earned 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 and enhanced the customer experience.