Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way (BUSINESS BOOKS)

by Joseph A. Michelli (Author)

• New

  Hardcover
  2015

  $34.33

  A firsthand look at how Mercedes-Benz transformed itself into a best-in-class, customer-obsessed organization.

  Driven to Delight offers an exclusive, behind-the-scenes look at CEO Steve Cannon and his leadership team's ambitious, multi-pronged strategy to elevate the company's customer experience to best-in-class across all brands and industries.

  The author reveals how leaders within the organization drove the transformation of the operational and cultural environments at Mercedes-Benz through their strategic vision, Driven to Delight. Nowhere else can you find this in-depth, all-access look at senior leadership's vision, strategy, and tactical steps to create and sustain the wide-sweeping actions needed to deliver a customer experience that lives up to the company's brand promise, the best or nothing.