Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way

Alignment, Accountability, and Tools for the Front Line

Let’s assume that, like the leaders at Mercedes-Benz USA, you have carefully detailed your customers’ journeys and translated those journeys into an understandable model for everyone involved in delivering customer care. Let’s also assume that you have created a customer experience management system that converts the customer’s voice into actionable intelligence and, more broadly, creates a platform for customer experience process improvements. How do you get those customer journey models ...