Podcasts Other Customer Experience University - Winning Loyalty & Engagement One Customer at a Time Examining and Elevating Every Touchpoint | How to Drive Delight the Mercedes-Benz Way

Examining and Elevating Every Touchpoint | How to Drive Delight the Mercedes-Benz Way

Published: Dec. 9, 2021, 3:20 p.m.

This\xa0is the second in the five-part\xa0series,\xa0"How to Drive Delight the Mercedes-Benz Way."\nIn my book,\xa0Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way,\xa0I 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.\xa0\nSpecifically, at Mercedes-Benz, the customer experience team mapped various customer journeys.\nDo you have a systematic view of your customers' actions as they move through their journey with your brand?