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Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, by Joseph A. Michelli
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New York Times best-selling 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 listeners 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.
- Sales Rank: #51120 in Audible
- Published on: 2015-12-06
- Released on: 2015-12-06
- Format: Unabridged
- Original language: English
- Running time: 451 minutes
Most helpful customer reviews
1 of 1 people found the following review helpful.
Just an ad for Mercedes Benz - that does not work
By RFM
I have read all Micheli's previous books and they were very informative and all have practical methods you can implement in your own dealings. This one unfortunately (to me) came across as an advertising copywriting job for MB USA. Most of the book is spent with words praising the ideas of the then MB USA boss (who has since left, unknown if it was his decision or a corporate push). I dealt with Mercedes as a vendor for many years during this time frame of the book and, from my personal experience, the employees did not "buy-in" to this philosophy. Just search Mercedes Benz Manhattan (their company owned dealership/flagship) and see the massive number of customer service complaints and how vehement their customers dislike them. This of course is not the book's fault; but in writing this book that all is rosy it becomes disingenuous at best for Micheli. I'd be interested to see if edits are made if/when another edition is released.
0 of 0 people found the following review helpful.
and he loved it! He said that he really enjoyed the ...
By Logan
Purchased this as a present for my Father's birthday, and he loved it! He said that he really enjoyed the read and made him fall even further in love with a brand he now has even more respect for.
0 of 0 people found the following review helpful.
Interesting topic but the writing needs to be improved
By L. Reyes-Gonzalez
The topic of this book is extremely interesting and should be read by people that interact with clients. However the writing is not that great and the quality of the physical book is lacking
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