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Old 14th December 2009, 11:28   #1
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Default J.D. Power Ranks Mercedes-Benz #1 for customer retention

That's customer retention, not retentive customers, though Mercedes-Benz could be said to enjoy both. J.D. Power and Associates has been indexing customer retention for seven years, and Mercedes-Benz tops the list in 2009. Power measures how many vehicle buyers are replacing an eariler model of the same brand, and Mercedes-Benz's 67-percent retention rate tops all others, including the usual suspects, Honda and Toyota.

What's resonating with customers are resale value and quality. Even used Mercs are spendy, but they all ooze an air of quality. Ingot-solid platforms and the fine sheen of obsessively-perfected engineering seem to convince buyers that the cars will last forever and are of the highest quality. Why said customers might then trade a car with such inherent awesomeness, which is built to withstand all manner of circumstances, is another story entirely, but Mercedes-Benz's first-place finish this year caps a five-year run of increasing numbers, culminating with this year's best-ever 67 percent, the highest the Power study has measured.

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Old 14th December 2009, 11:48   #2
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Interesting. Nice picture, by the way. Is it the facelifted S ?
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Old 14th December 2009, 11:50   #3
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Nice! Glad to see that Merc's recent increased spending on their typical over-engineering and attention to quality is having desired results!
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Old 14th December 2009, 12:17   #4
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Rather surprising with the amount of issues the customers have had to face in the past! I am one customer they just could not retain after my horror with the C180. We refused to have it replaced with another Merc, instead waited for 2-3 years until BMW came along.

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Old 14th December 2009, 14:01   #5
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Gone are the days. Competition(Audi, BMW and the like) has eaten into it's market share. People who have owned Mercs know what they are all about. Those who haven't are '3-pointed'star struck. Reliability leads to customer loyalty & retention mind you.

Last edited by Eddy : 14th December 2009 at 18:24. Reason: As requested
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