This is the second in the five-part series, "How to Drive Delight the Mercedes-Benz Way."

In my book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, I detail how Mercedes-Benz leaders transformed their customer experience through a clearly defined set of strategic objectives. One of their focus areas was exploration and improvement of customer interactions; particularly, at high-value touchpoints. 

Specifically, at Mercedes-Benz, the customer experience team mapped various customer journeys.

Do you have a systematic view of your customers' actions as they move through their journey with your brand?

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