SHOPSMART AUTOS – CUSTOMERINFORMATION – OCTOBER 24, 2020 (PT.2)
The variety of contact possibilities continues even after the vehicle purchase: With the previously mentioned Mercedes me ID, the customer can flexibly use an increasing number of online and offline services along the entire product cycle. The personal settings are always stored in the profile and can be used by the customer at any contact point – online and offline. If, for example, the customer books digital services via the Mercedes me App on the smartphone, he can use them when logging into the vehicle system for the next journey. This can be a newly compiled playlist as well as the destinations pre-set for the next day. The networked Mercedes me services are very popular with customers. The Mercedes me activation rate for new Mercedes-Benz vehicles is over 90 percent, which currently is more than three million active Mercedes me, users.
To enable offering customers the best possible customized services along the customer journey, Mercedes-Benz is increasingly relying on data-supported services and artificial intelligence. True to the core brand value of safety and security, the company pays special attention to the protection of customer data and attaches great importance to transparency and the responsible handling of data. The customer himself decides at any time which services he wants to use and which data he wants to share. Safety has been part of the DNA of the A stuttgart-based company with the three-pointed star for more than 130 years and is the basis for the trust customers have in Mercedes-Benz. Consistent advancement of the Mercedes me portfolio
In order to serve the various target groups, Mercedes-Benz offers a broad portfolio of Mercedes me that has grown and will continue to grow as part of " Best Customer Experience 4.0". The portfolio is subdivided into three different strategic fields " My Usage", " My Way" and " My Life". " My Usage & not; includes all solutions that facilitate the use of the vehicle or the mobility service. These include, for example, the language assistant in the MBUX infotainment system, maintenance management, and carsharing.
Furthermore, the company is also testing new offering concepts, such as Mercedes me Flexperience. This Service enables the user to switch flexibly between up to twelve vehicles within one-year Customers can choose between models from different segments – from convertibles for the hot season to estate cars for family holidays. As a result, users benefit from tailor-made mobility offers and get another convenient and flexible access to the product and service range of Mercedes-Benz.
The strategy field " My Way" encompasses all services which enable personalized mobility on the way from A to B. This also includes all applications in the field of electric mobility under the EQ technology brand – from the provision of the vehicle to the optimization of charging processes. In addition, with the Send2Car function on the smartphone, the user can send destinations
found, such as a new restaurant, directly to the vehicle so that it can be accessed when the next journey begins. " My Life" bundles all the solutions that fill the time on the road – for example music streaming, Internet in the car, or in-car office. The Mercedes me portfolio extends over various regions worldwide and is adapted to the customer expectations in the respective region.
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