Mercedes-Benz Malaysia (MBM) not only continued to dominate the premium luxury segment in 2018 but also registered an increase in sales volume compared to the year before. With 6,790 vehicles delivered during the first half of this year, the volume was 15% higher than for the same period in 2017. The company estimates this will represent a 2.5% share of the market pending release of official data compiled by the Malaysian Automotive Association (MAA) in the near future.
Thus far this year, MBM’s locally-produced models – the C-Class, E-Class, and S-Class, collectively recorded a total of 4,322 units sold while 996 units of the premium compact models (A-Class, B-Class, GLA-Class and CLA-Class) were sold. These two segments recorded increases of 18% and 20%, respectively compared to the same period last year.
With the aim of constantly improving the product line-up, the company continued its strategic diversification of the product portfolio to cater to increasing and varied customer demands. During the first half of the year, two locally-assembled high performance models were added to the range – the C 43 and GLC 43. Supporting this introduction was the first AMG Brand Training for sales and Customer Services outside of Germany recently.
The launch of the EQ brand also shows a concerted effort towards future mobility which saw the re-designation of the C 350 e and E 350 e plug-in hybrids as EQ Power models alongside further expansion of the EQ charging network.
With a renewed focus on the customer experience, MBM continues to placing its customers at the centre of all activities. “Care for the customer is a core principle for us at Mercedes-Benz Malaysia. Our rebranding of the aftersales department as Customer Services is thus a natural continuation of our long-term strategy of keeping our customers at the centre of our activities. Together with our extensive, professional and strategically expanding dealer network, we committedly and consistently place a significant focus on the customer journey,” said Mercedes-Benz Malaysia’s President & CEO, Dr Claus Weidner.
“The concerted efforts into improving customer services along the ownership journey, together with our growing locally-assembled portfolio, enhanced and innovative customer touchpoints and lifestyle experiences form a holistic endeavour to achieve ever higher customer satisfaction. Our market leadership is not the ultimate goal, rather the credible result of this focus and the fulfilment of our premium luxury claim. Care for the customer is of utmost importance, falling in line with our efforts to deliver nothing but the Best Customer Experience,” added Dr Weidner.
Along with various customer service initiatives, there is upgrading, diversification and expansion of customer touchpoints. Dealerships have enhanced facilities and the total network coverage of Mercedes-Benz stands at 34 Autohauses, the largest of any premium brand.
“The enhancement of our customer touchpoints this year have been nothing short of spectacular, including the regional premiere of the Mercedes-Benz Concept EQ and the successful inaugural Mercedes-Benz Fashion Week Kuala Lumpur. With these and other lifestyle experiences, we are pleased to continue our multi-faceted approach as a luxury lifestyle brand,” said Mark Raine, Vice President of Sales & Marketing.