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

Foreword by Steve Cannon, President & CEO,
Mercedes-Benz USA xi
Acknowledgments xv

1: Introduction 1
2: Building the Map 19
3: From Promises to Committed Action 41
4: Examining and Refining Every Touchpoint 61
5: Measuring Customer Experience: The Voice of the Customer as a Tool for Change 79
6: Alignment, Accountability, and Tools for the Front Line 99
7: Delight Is a People Business 117
8: Fully Committed to Growth and Development 139
9: Driving Process and Technological Change 157
10: Integrating Processes into Enterprisewide Solutions 179
11: Success Achieved 203
12: How Good Can Good Be? 225

Conclusion: Driving Your Road to Consumer Delight 245

Glossary 255
Bibliography 265
Index 276

A powerful and inspiring look 'inside the tent' of Mercedes-Benz that will help you learn how large companies make big changes in short timespans.
--Guy Kawasaki, Chief Evangelist of Canva and author ofThe Art of the Start 2.0

I cant remember having read a more compelling example of how great luxury brands arent just made but are nurtured. Driven to Delightoffers essential lessons on the direct and undeniable relationship between how much you value and respect your customers and how they reward you for that consideration.
--Mike Jackson, Chairman, CEO, and President, AutoNation

Joseph Michelli's latest book is a masterful roadmap for transforming the relationship between leaders, employees, and the customers they serve.
--Tom Rath, author ofStrengthsFinder 2.0andAre You Fully Charged?

The revolution in customer care that MBUSA is currently undertaking is rivaled only by the revolution that Mercedes began with the invention of the automobile. Dr. Michellis book provides the most comprehensive look at how MBUSA is undertaking and succeeding at this transformative initiative.
--Alex Gellert, CEO, Merkley & Partners  

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