Power Train may be new to you but you will have heard of our clients.Here are some of the results we've achieved for them, showing how we've helped improve their customer experience and leadership potential. Click on the logos for case studies or a mini synopsis.
'Class Leaders On The Road' and 'Best In Class' are large scale, high impact communication and training programmes rolled out to over 9,000 Sales and After Sales staff across the UK and Holland. Targets to achieve significant and sustained improvements in customer satisfaction scores have been achieved.
An established and truly global brand, Mercedes-Benz Passenger Cars Division, is committed to delivering excellent quality and continuous improvement in all aspects of its operations. This philosophy, coupled with major change taking place internally and new legislation promoting increased competition within the market place, spurred the organisation to launch a major initiative to drive up its customer service performance and, with it, customer satisfaction scores.
Following a reorganisation and some new key appointments, the senior management team first of all wanted to ensure their 'prestige brand equals prestige customer service' message was communicated powerfully and consistently to people at the sharp end - all 9,000+ of them - in every Mercedes-Benz Retailer. To achieve this ambitious and business critical aim, they chose Power Train to undertake all aspects of design and delivery.
Rolled out across the UK and in Holland, at sixty locations and in just five months, 'Class Leaders On The Road' comprised 250+ multi-media communication events. Housed in fully mobile, controlled environment conference trucks, up to fifty participants at a time took part in fully interactive events combining specially produced video footage, live action featuring customers and staff (played by Power Train Actor Consultants), plasma screen presentations and on-the-spot interviews and discussions with key Retailer and Head Office senior managers. As the underlying purpose of the roadshows was two-way communication, as well as imparting the new customer service message, views on customer service related issues and suggestions for improvements were actively encouraged and taken back to Mercedes-Benz Head Office for consideration. In many cases, they were incorporated into the next phase of the initiative.
Following 'Class Leaders On The Road' came 'Best In Class' training events delivered UK-wide to approximately 3,000 customer-facing managers and staff in Mercedes-Benz Retailers. Combining the Power Train concepts of ActNatural, Total Reality and Emotional Impact, they were designed to grab attention, focus on delivery of a unique Class Leading Customer Experience and enable the participants to develop and apply a Class Leading Mindset in all customer-facing situations.
In continuing the initiative, a follow-up 'Class Leaders On The Road 2, 3 and 4' have now been successfully completed. 'Class Leaders At Your Place' short training sessions have also been designed for delivery within the Retailers on an ongoing basis - and 'Best In Class' training events continue to run for all new staff.
Since commencement of the initiative, Customer Satisfaction Index scores have increased significantly and in five years, Mercedes-Benz has jumped from 26th to 3rd place in the JD Power rankings for service satisfaction, and are now in 1st place for sales satisfaction.