Mercedes-Benz wants to improve its customer experience

Article by Christian A., on January 19, 2015

Mercedes-Benz wants to focus on improving customer experience while expanding its digital footprint, brand marketing and sales chief Ola Kaellenius remarked at the 2015 Automotive News World Congress. He remarked that Mercedes’s customers have “the right aspiration and the right dream.” He also noted that most luxury vehicle customers buy the brand promise since they expect the brand to deliver.

He reiterated that dealerships remain the backbone of the brand’s marketing and sales distribution network – despite Mercedes’ effort to launch pop-up stores and brand centers to improve its customer experience. He said that the dealership experience “in the luxury world still counts.”

Kaellenius, is looking forward to some changes in the dealership -- like the Product Concierge, who is specialist providing customers with information while not selling cars. Mercedes is now in the midst of launching the concierge program in the United States.

Mercedes is also launching the digital service drive, in which customers are greeted with an iPad. Just within 45 minutes, the customer would get through service and billing, making the experience “as seamless as you can get,” Kaellenius said.

He disclosed that Mercedes is launching this service in the US and other parts of the world. On the other hand, the brand is packaging all its services under one banner and one portal -- Mercedes me.

According to Kaellenius, the package includes financial services, car sharing, remote accessibility, connectivity and the ability to monitor the car’s health. Kaellenius assured that Mercedes me won’t bypass dealers.

Topics: mercedes-benz

If you liked the article, share on:

Comments

Recommended

A lot of gearheads we know enjoy tweaking their cars to make them look and perform like the dream car they cannot afford. There is nothing wrong with that though....
by - September 25, 2017
Potential customers in Hamburg, Germany who want to a good look at one of Bugatti’s prized offerings could now do so at the French super sports car brand’s latest showroom...
by - September 25, 2017
According to Japanese website Car Sensor, Mazda recently claimed that they might borrow a platform from Toyota, which they will use for the next generation Mazda6, so this can be...
by - September 25, 2017
The Infiniti QX50 compact crossover has been in the market since 2014, and has not been given a facelift since then. After being in the market for almost four years,...
by - September 25, 2017
It has been two years since Fiat Chrysler Automobiles started courting suitors for a potential buyout. Naturally, two Chinese automakers namely Guangzhou Automobile Group and Great Wall Motor Company have...
by - September 24, 2017
Facebook

Youtube Channel

Tip Us
Do you have a tip for us?
Did you film an important event?
Contact us
Newsletter
Subscribe to our newsletter!
Subscribe
Galleries