MB spending $2500 to glad hand customer - Is this how they're beating BMW?
Mercedes-Benz is ahead in the race for the luxury car sales crown, and some extraordinary customer service could definitely be helping them stay there.
This customer service is part of Mercedes-Benz USA's MB Select program. The program provides dealers with up to $2500, to spend on each new S Class buyer, to keep them happy with their vehicles. This money can be spent, without factory pre approval, on pretty much anything, from parts for repairs to perks for customers, like dinner at fancy restaurant.
Mercedes-Benz ranked ninth out of 11 luxury car brands by J.D Power and Associates for customer service this year. The MB Select program aims to change this. Steve Cannon, CEO of Mercedes-Benz USA told Automotive News, "The program is the result of a challenge he posed six months ago to the brand's customer service organization. "If we are communicating this is the best car in the world, what do we do if something goes wrong? It could be warranty or not."
The MB Select program had also been extended to include the new CLA. Dealers get up to $1000 to please CLA buyers also, and some dealers have even started to offer similar good will on other cars as well.
Sounds like a great way to get customer service back in order. Sure it's a lot of money to put up per car, but most of the time, it's the little things that make customers happy, and keeps them with the brand. Maybe this is why MB is doing so well with luxury car sales this year. What do you think?
Read the full article from Automotive News here.
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