When you think about social media and customer engagement, luxury brands are viewed upon through a different lens. The question is, are buyers of luxury goods engaging in social media? At the time of this recording Eleftherios Hatziioannou was Social Media Manager and Change Agent at Mercedes-Benz.
As part of Customer Experience Day, I interviewed Mercedes-Benz USA (MBUSA) CEO Steve Cannon on a CXPA.org webinar called Customer Experience from the C-Suite. Cannon was energetic and informative in describing how MBUSA has infused a strong sense of CX across its organization as well as across the company’s network of 375 dealership franchisees.
One of the highlights of the webinar was when Cannon said that “customer experience is the new marketing” and is critical for fulfilling MBUSA’s brand promise, The Best or Nothing.
Here are some other highlights and lessons from the webinar:
- The CEO plays a critical role in CX. Cannon was clear on the role of the CEO in driving CX across the organization. “If the CEO doesn’t take CX personally, he’s not going to be able to convince people that it isn’t just the flavor of the month.” He called himself the “Chief…
View original post 506 more words