Driven to Delight, Joseph A. Michelli
Driven to Delight, Joseph A. Michelli
5 Rating(s)
List: $35.99 | Sale: $25.20
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Driven to Delight
Delivering World-Class Customer Experience the Mercedes-Benz Way

Author: Joseph A. Michelli

Narrator: Joseph A. Michelli

Unabridged: 7 hr 31 min

Format: Digital Audiobook Download

Published: 12/06/2015


Synopsis

New York Times bestselling author shares an inside look at how Mercedes-Benz transformed themselves 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 worked closely with leaders inside the organization to understand the customer experience transformation as a top operational and cultural priority for Mercedes-Benz. This audiobook gives readers an exclusive, all-access look at senior leadership's vision, strategy, and tactical steps to create and sustain the wide-sweeping actions needed to deliver the best customer experience.

About Joseph A. Michelli

Joseph A. Michelli is an internationally sought-after speaker, author, and organizational consultant. His books include The Starbucks Experience, The New Gold Standard, The Zappos Experience, Leading the Starbucks Way, and Prescription for Excellence, which hit #1 on the New York Times, Wall Street Journal, and USA Today bestseller lists.


Reviews

Michelli’s writing about Mercedes-Benz USA and how they reorganized and reoriented to elevate their customers’ experience. This is pretty dry professional book full of management slang and MBA-type insights. To work your way through this “manual” you probably have similar customer care responsibilit......more

Goodreads review by Jay

Michelli has written another excellent book. Here, he dives into the transformation of the Mercedes Benz US sales organization from best-in-class to a player in best-in-world for supporting their customers. If I recall, the author was hired to consult with the US arm of Mercedes on these topics, and......more

Goodreads review by Andres

Excellent book! Specially for those like me on the dealership business. Very accurate, and with very illustrative examples. I strongly recommend it.......more

Goodreads review by Darren

Who would not want to have their organisation running like a well-maintained Mercedes-Benz, providing best-in-class customer service and support to its customers? Well with this book, which provides a behind-the-scenes look at Mercedes-Benz USA CEO Steve Cannon and his leadership team, maybe some of......more

Goodreads review by Melsene

Another excellent book by Joseph Michelli. If you want to understand Mercedes-Benz (MB) and how they run their business, then this book will get you there. If you're not a fan of this car company or have never driven one, no worries. The book provides a roadmap (all puns intended) on how to create a......more