Driven to Delight
Delivering World-Class Customer Experience the Mercedes-Benz Way

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

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

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

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

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