CHALLENGE

• We developed the “Llevamos la estrella dentro” [We wear the star on the inside] Project, to help Mercedes-Benz Spain dealers become leaders in satisfaction and profitability of the brand retail, and a benchmark in Own Retail of Mercedes-Benz in Europe.

SOLUTION

We carried out the Praxis Road: Commercial and Sales Strategy.

• Our mission was to align all the Mercedes-Benz Spain dealers in Madrid and Valencia, and their employees, around a commitment to improve and foster belonging, commitment, productivity, and satisfaction of their customers.

WHAT WE HAVE DONE

• Implementation phase:
  We carried this out through a customer experience development programme for all employees in the sales and after-sales process. We generated teams under the motto “Llevamos la estrella dentro”.
• Follow-up phase:
  We carried out focus groups for people participation and engagement, specific training sessions for the sales and after-sales teams, coaching with key teams aimed at improving customer and employee experience. Thus, by making use of people’s talent, we worked on connection, customer satisfaction, employees, and the sense of belonging.

RESULTS

• Increase of people’s sense of belonging.
• Greater effectiveness and sales conversion rate.
• Upselling between sales and after-sales products.
• Capture of new target customers.
• Reduction in number of claims.
• Increase in NPS value.
• Internal benchmark in Mercedes-Benz among Own Retail of the brand in Europe: Number one.