Hansung Motor said April 28 it will introduce a new “Customer eXperience Manager,” or CXM, at its 19 new-car showrooms.
Hansung Motor, an official Mercedes-Benz partner, said the move comes as Mercedes-Benz shifts to its new sales model, “Retail of the Future,” or RoF.
The CXM will serve as each showroom’s top customer-experience lead, overseeing operations tied to customer service. The role will manage the full customer journey — from showroom visits and consultations to test drives, contracts and vehicle delivery.
Hansung Motor said it is accelerating a shift in customer management from “sales-focused” to “experience-focused” under RoF. The company said it will more systematically manage customer touchpoints and raise the overall quality of the experience from consultation through delivery.
To help ensure a consistently high level of service across all showrooms, Hansung Motor said it will manage sales processes to reduce delays and confusion and to improve consultation quality, response speed and process consistency.
Along with the CXM role, the company said it will run an employee training program, the “STAR Guardian Program,” to strengthen customer-experience capabilities.
The program is built around customer experience, brand value and process, and focuses on practical, on-site training to develop customer-experience specialists and set standardized execution guidelines to minimize service gaps among showrooms.
Hansung Motor also said it will introduce a “Customer eXperience Assistant,” or CXA, to support customer service and showroom operations. The CXA will work with the CXM to maintain quality across the customer journey and strengthen on-the-ground execution.
Kim Marco, CEO of Hansung Motor, said the new CXM and CXA roles are “a starting point for advancing the customer experience to a perfect level,” adding, “We will create a new standard for Hansung Motor’s customer journey.”
* This article has been translated by AI.
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