Interesting article in HBR about the transformation at Mercedes Benz - principally driven through empowering front line staff in dealerships to trust their instinct and be kinder/more memorable to clients. 

At TMP, we're increasingly seeing the shift of marketing and sales investment away from mass-market media campaigns towards interventions that deliver a more meaningful connection with customers and prospects - from the formation of customer experience teams and a greater focus on User Experience through to platforms to increase staff advocacy and sponsorship/cultivation of external brand ambassadors.