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Measuring Customer Experience: The Voice of the Customer as a Tool for Change

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In order to deliver the complete tool kit necessary to fulfill the final promise of “The Standard”—to train and equip every employee at every dealership—the MBUSA leaders needed to create an effective and consistent way to capture customer feedback. With the right customer listening tool in place, leaders at a Mercedes-Benz dealership could evaluate how effectively they were meeting customers’ needs and make targeted changes to address those needs even more effectively. ...

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