Mercedes-Benz USA partnered with Medallia to overhaul its customer experience management system, aiming to move from reactive issue handling to proactive engagement. Medallia provided real-time feedback tools, customizable dashboards, and mobile access to empower over 5,000 users across 363 dealerships. Two listening programs—covering sales and service—enabled immediate loop closure and strategic interventions, such as the successful Premier Express maintenance pilot. The mobile app allowed instant follow-up on customer issues, while multi-step alerts ensured no concern was missed. As a result, MBUSA saw increased engagement, improved service, and stronger customer loyalty.

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