Innovate Market Expansion: The Mercedes Way

It is always good to recharge and learn from the #BestOfBest. I had the pleasure to rejuvenate at #LessonsFromTheLegends Conference on 6 August 2019. Dr #JosephMichelli,Ph.D and author of several bestsellers including Driven to Delight (#Mercedes), Leading the #Starbucks Way and The New #GoldStandard (#RitzCarlton) unpacked what drives these #Brands to exceed their own #BusinessTargets.

My #Takeaways:

Strive to deliver a #CustomerExperience that,

1) #Invoke Emotions. The #BusinessGrowth follows naturally. 

?? For Mercedes, the aim was to top #Global #CustomerSatisfaction among their peers (#BMW included) to foster customer #BrandLoyalty to #DriveTopline.

2) #Invoke #Connections with customers by starting with their #InternalStaff.

?? The most important #customer for Mercedes is their #Employee. Designing a #BestClassServiceModel that meet the needs of their #InternalCustomer became the differentiator for their renowned (external) Customer Experience. Business growth ensues exponentially.

Thanks Dr Michelli, for taking time out to chat and autograph the book!

I am a growth-driven Strategic Doer with extensive APAC experience, managing businesses to double-digit growth. Know me professionally, ?? ?erific

Follow me, ?? #?erific  

Welcome to connect with me, ?? Teri Teo

#Innovate | #MarketExpansion | #DifferentiatedBranding | #InnovateCustomerSolutions | #MarketGrowth | #EmployeeSatisfaction | #lbfalumni