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

Michelli, Joseph

ISBN 10: 007180630X / ISBN 13: 9780071806305

Published by McGraw-Hill Education, 2015

About this Item

A fine copy in a fine mylar protected DJ. 2nd printing. Inscribed (not personalized ) and signed by the author on the front endpaper. DJ has some minor general wear. Illustrated. 8vo; 304 pages.

Seller Inventory # 29756

Bibliographic Details

• Title: Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way
• Publisher: McGraw-Hill Education
• Publication Date: 2015
• Language: English
• ISBN 10: 007180630X
• ISBN 13: 9780071806305
• Binding: Hardcover
• Condition: Fine
• Signed: Inscribed by Author(s)
• Seller catalogs:
  • AUTOMOTIVE AND TRANSPORTATION
  • SIGNED BOOKS
  • BUSINESS

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.