Customer Experience
BMW Welt (BMW World), is a multi-functional customer experience and exhibition facility of the BMW AG, located in Munich, Germany. In direct proximity to the BMW Headquarters and the Olympiapark, it is designed to present the current products of BMW, be a distribution center for BMW cars, and offer an event forum and a conference center.
There are programs planned during the year, shows with stunts, clasic vehicles but also music performance. This year its about the Jazz and the sense of humour.
BMW Welt, Munich operates in co-operation with other BMW facilities in the local community, particularly the BMW Museum and BMW Headquarters.
BMW Welt focuses on strengthening the dialogue with customers and visitors by showing a wide range of BMW cars and motorcycles, and providing vehicle distribution, particularly the creation of a special experience with regards to customer collection of an ordered vehicle. BMW Welt also offers shops with BMW auxiliary products, as well as a fully serviced gastronomic restaurant. In the meeting forum, BMW Welt offers conference rooms and the opportunity to stage media events. The building often houses exhibitions related to new BMW models and, since 2012, other BMW Group brands such as Mini and Rolls-Royce
Source: http://www.bmw-welt.com/en/
Customer Satisfaction
The BMW Group's Strategy Number ONE puts customers at the focus of all we do. Their satisfaction is a key prerequisite for the quality of our products and services.
We constantly explore by means of studies, customer interviews and analysis of customer feedback how our products and services are perceived and what customers think we could do even better. Our strategic goal is to be top in the relevant market segment in terms of customer satisfaction, based on our vehicle concepts and reliability as well as the sales and support experience we offer. We track our success in this area through benchmark studies.
Achieving a high degree of customer satisfaction is largely the responsibility of our international subsidiaries, together with decision-makers at corporate headquarters. Since 2010, the largest markets (such as the USA, China and Germany) have reported every six months to a specially assembled committee, including the involvement of the Board of Management, which deals exclusively with customer satisfaction. They report on factors such as the key indicators from our ongoing customer satisfaction surveys, as well as the progress of central projects to improve customer satisfaction.
After we launched the Group-wide initiative Customer First in 2011 in order to enhance our focus on the customer, since 2012 we have been concentrating on sustainable implementation and measures for monitoring success in four different areas: management and development, knowledge and customer contact, customer needs, and teams and processes. Our aim is to develop a customer-oriented culture in order to increase long-term customer satisfaction.
Although we have sold significantly more model variants and more vehicles overall in the past few years than we did previously, quality improvements have enabled us to maintain the number of recalls at a constant level. In 2012, the BMW Group took its usual voluntary prompt and consistent action in case of defects. Wherever it was required or useful to the customer, vehicles were recalled and defects eliminated well before any symptoms became obvious to their owners.
We already take into account the needs and desires of our customers in the development of our vehicles. One result of this effort is the BMW Concept Active Tourer, which we introduced in 2012. It is geared toward customers who value not only design and sportiness, but also functionality and variability.
In recent years, we have been recognised in multiple independent studies for our high level of customer satisfaction. At the same time, we strive through customer surveys and evaluations of customer feedback to achieve a deeper understanding of customer needs while contributing to their satisfaction through a series of measures such as retail sales training and driver training courses.
Source: http://www.bmwgroup.com/e/0_0_www_bmwgroup_com/verantwortung/svr_2012/produktverantwortung.html#anchor150724
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