Customer Service, the New Mercedes-Benz Way

Customer service can make or break a company. So it’s surprising to learn that Mercedes-Benz – one of the most highly respected car manufacturers in the world – used to have a reputation for dismal customer service.

In the book Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, New York Times’ bestselling author Joseph Michelli examines the changes made at the top to rescue the company from itself.

“Competitors … have access to comparable products, so the differentiation comes in the execution of customer experience.”

“It wasn’t good enough to simply out-Lexus Lexus in terms of the customer experience.”

“The future is bright for the auto industry.”

 Mercedes-Benz deliver the best customer experience amongst auto dealers, according to the 2016 Temkin Experience Ratings, an annual ranking of companies based on a survey of 10,000 U.S. consumers.