Orlando Mercedes Benz shoppers can expect award-winning customer service
Customers play an undeniably important role in the success of the automotive industry. Once they decide on the car they want and drive it out of the dealership, they begin a relationship with their purchase that may last for several years.
It would seem, then, that getting inventory from the lot to the driveway would be the main focus of automakers and dealerships everywhere, but some companies know better. And they even have the recognition to prove it.
Orlando Mercedes Benz shoppers and owners alike wouldn’t be surprised to hear that J.D. Power and Associates named Mercedes Benz a J.D. Power 2011 Customer Service Champion at its Customer Service Roundtable in Las Vegas last month.
Mercedes Benz was one of only five companies recognized from among the automotive industry and just 40 companies total. But to make the list at all, companies must stand out among their own industry as well as top brands in 20 major industries identified by J.D. Power. In particular, J.D. Power evaluates eligible companies based on five key customer “touch points”: people, presentation, price, process and product.
Mercedes Benz has long excelled in the product category, carrying some favorite models in Kissimmee Mercedes E-Class and G-Class vehicles, among others. The 2011 E-Class Convertible is capable of 17 miles per gallon in the city and 25 on the highway. With seven-speed automatic transition, variable valve control and a V-6 cylinder engine, the E-Class model is an industry leader. The G-Class model is no less impressive, with sequential multi-point fuel injection and a V-8 cylinder engine. This model also comes with entertainment features such as an MP3 decoder, wireless connectivity, first-row LCD monitors, a DVD player and 12 speakers.
But getting a spot among the top 40 brands in customer service took some excellence in the other four “touch points” as well. To be named a champion, Mercedes Benz was evaluated among more than 800 other brands on customer feedback, opinions and perceptions compiled through J.D. Power’s syndicated and additional research.
This research led J.D. Power to conclude that “best practices” in all industries have taken a turn following recent hits to the economy. A company spokesperson noted that the economic downturn led many industries to increase automation and standardization, potentially at the cost of delivering commendable customer service. He added that the prevalence of real-time feedback from customers via the Internet allows for more cross-brand and cross-industry comparison than ever before. It only makes sense, then, that the top brands must stand out not only among their immediate competition, but among the top performers in other industries as well. And customer service is no exception.
As J.D. Power noted and Orlando Mercedes Benz dealers already know, taking care of customer satisfaction often takes care of customer retention, pricing advantages and lowering acquisition costs for new customers.
In its supplementary report, “Achieving Excellence in Customer Service,” J.D. Power highlighted presentation as one of the J.D. Power 5 P categories in which Mercedes Benz excels. And as Kissimmee Mercedes E-Class drivers know, presentation comes standard whether you’re looking for a sedan, coupe, convertible or wagon. The sleek look matched with useful, top-of-class features make E-Class models a top choice.
Add to that distinguished customer service and Orlando Mercedes Benz is a natural choice for drivers looking for quality in all aspects of car ownership.
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