Mercedes-Benz & BMW and A Better Customer Experience


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The Automotive News World Congress is held just prior to the NAIAS (Detroit Autoshow) and if you have a chance, you really need to go.  Great conference. Industry executives spoke very candidly about the state of their business and what they foresee for the industry in 2015 and beyond. Amongst others, Mary Barra, Sergio Marchionne, Joe Henrichs, and Elon Musk presented. Fascinating collection of executive talent.

One of the common themes that kept rearing its head was the importance of the customer experience. Good for us since that’s what we do, but two speakers in particular were noteworthy. BMW and Mercedes-Benz are doing some very innovative things with their product genius (BMW) and product concierge (M-B) initiatives, driver experience centers, and pop-up stores (the picture on the home page is BMW’s pop-up store in Berlin).

Here’s a few thoughts from the floor of the NAIAS.

Until next time.


Republished with author's permission from original post.

Chris Travell
Chris Travell is VP, Strategic Consulting for the Automotive Group of Maritz Research. He is responsible for working with Maritz' Insight Teams to further the understanding and application of the firm's automotive research. He has appeared on numerous television programs and is often quoted in Automotive News, Time, USA Today, Edmunds, Detroit Free Press, The Globe and Mail and various other publications in regard to issues related to the North American automotive industry. He is the principal contributor to The Ride Blog, Maritz Research's automotive blog.


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