The Best or Nothing: Driving Improvements into the Enterprise Through Customer Feedback

2-step closed loop follow-up process led to significant NPS increase

Mercedes-Benz knows that outstanding customer experiences are central to building customer loyalty and retention at the dealership and brand levels. That is why Mercedes-Benz selected Medallia…to empower both dealers and corporate with the right tools to better understand customer experiences and act to improve them, thereby solidifying relationships and increasing loyalty.

Before deploying Medallia, Mercedes-Benz identified an opportunity to make customer data more accessible, relevant, and appealing to its dealerships. The company wanted a true enterprise solution and a team willing to creatively tackle the specific requirements of the automotive industry.

Both MBUSA corporate and Mercedes-Benz dealerships are now fully engaged with customer data, building a heightened culture of customer centricity. As Michael Dougherty, Department Manager, Customer Experience Metrics and Insights, notes, “The biggest impact is using the Medallia scores to ‘sell’ the ROI of initiatives to internal departments and dealers. We take Medallia scores and slice the data to try to triangulate cause-and-effect relationships between CEI scores and initiatives.”

Medallia is proud of its successful relationship with Mercedes-Benz. “Medallia is very passionate about the customer experience space and walks with you through the experience,” says Michael Dougherty. “They’re not selling a product, they’re selling a journey.”

“I am 100% serious about this customer experience program. It’s going to be my legacy—to create a customer experience that fits with our tag line ‘The Best or Nothing.”
– Stephen Cannon, President & CEO