Champions: Igniting Everyone at MBUSA to Be Driven to Delight
It is essential that you get all levels of formal leadership involved in elevating the customer experience through strategy and planning. Additionally, to achieve the needed tipping point on a cultural initiative as grand as MBUSA’s Driven to Delight, it takes more than leaders and managers to drive change. One member of the Customer Experience Strategy and Planning group was, and continues to be, responsible for aligning and transforming a culture of experience excellence at Mercedes-Benz USA by activating staff members to make change happen throughout the organization. This is done through the Mercedes-Benz Customer Experience Champions program. In the early phase of the customer-focused journey, MBUSA general managers and… Continue Reading »