“We invested $4 million in a program that allowed our employees to spend a couple of days behind the wheel". Steve Cannon, CEO of Mercedes Benz, believes aligning your corporate culture will help your employees to create great customer experiences. We live in a connected environment where customers share any bad experiences they have with your company over "thousands of connections".
..... ..... .....
During Tuesday’s CXPA (Customer Experience Professionals Association) webinar titled, “Customer Experience from the C-Suite: Discussion with Steve Cannon,” Cannon, the President & CEO of Mercedes-Benz USA delivered a vitally important message to all marketers interested in providing exemplary customer experiences.
“Customer Experience is the new marketing,” Cannon said. “If you don’t have a passionate, committed executive leadership team … you won’t get out of the gate unless you have that. It’s the most important thing we do. We have the most demanding customers on the planet. Customer Experience better be at the top of your list when it comes to priorities in your organisation.”
Cannon said the table stakes for Customer Experience have changed.
“Now with social media and the connected environment we live in, a good experience can lead to thousands of connections and a negative experience can lead to potentially more than that,” he explained. “When I started three years ago, Customer Experience was our No. 1 priority. We put a team together under a General Manager who reports to me and we empower them to take a more holistic look at Customer Experience and map the customer journey. This has to be the heart beat within our group.”