Rosario Martines
Manager for Sales Processes & Systems Retail of the Future, Mercedes-Benz
The experiences of a customer along his customer journey differ significantly and have different effects. They influence future decisions and have a strong impact on customer satisfaction, brand loyalty and recommendation rates. The focus on personalization as well as appreciation creates a unique customer experience, especially if there are no disconnects between the individual phases of the customer journey. Driven by new digital solutions we therefore strive to create new ways to design customer processes that put the customer first and create the desired customer experience.
My work is driven by the passion for Mercedes-Benz and its standing to not only build the most desirable cars in the world but also to offer the most unique customer experience, always putting the customer in the spotlight.