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

Michelli, Joseph A.

ISBN 10: 007180630X / ISBN 13: 9780071806305

Published by McGraw Hill, 2016

About this Item

Larger, sturdy book, black covers, very bright silver lettering on spine, 282 pages plus a brief biographical note and ads. On first front end paper in black felt-tip pen on white sticker : Delight! Josephy Michelli." DJ glossy black background to most of front, spine and back borders, a raised Mercedes-Benz logo with stippled design at top front, gray at center back with praise. DJ and book, both As New.

Seller Inventory # 063852

Bibliographic Details

• Title: Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way (BUSINESS BOOKS)
• Publisher: McGraw Hill
• Publication Date: 2016
• Language: English
• ISBN 10: 007180630X
• ISBN 13: 9780071806305
• Binding: Hardcover
• Edition: 1st Edition
• Condition: As New
• Dust Jacket Condition: As New
• Signed: Signed by Author(s)

About this title

Synopsis

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.”

About the Author

Joseph A. Michelli, Ph.D., is an internationally sought-after speaker and business consultant whose clients include Bridgestone Firestone, Nokia, The Hartford Insurance Group, and UCLA Health System. The author of the bestselling The Starbucks Experience, he has appeared on The Glenn Beck Show and CNBC’s On the Money.