Our Most Creative CitNOW Award for 2020 goes to David Richardson and Mohammed Choudhury at Mercedes-Benz of Taunton in Somerset. David and Mo lead the way in connecting with customers despite COVID-related restrictions being in place, and they’ve thought creatively about how video can help the customer both feel at ease and understand what to do when picking up their new vehicle.

The video features David and Mo demonstrating the process of a click-and-collect car purchase and part-exchange drop off, step by step. From the moment a customer arrives at the dealership, to the moment they drive away in their new car, it’s made visually clear what they need to do and where, with a concise and helpful verbal description to go with it.

This kind of video is an excellent tool for ensuring customers feel comfortable with an unusual process that could easily be confusing and daunting. And while it should cover the vast majority of customer concerns and queries, the video also cleverly highlights the individual handover video and the chance to contact the dealer in order to cover off the rest. Using video in this scenario brings the whole process to life for the customer, and they will more than likely be pleasantly surprised to receive a video of this nature.

Congratulations to David, Mo, and to Mercedes-Benz of Taunton: you’re leading the way in how sales teams can still connect with their customers through the ‘new normal’ and ever-changing restrictions.