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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."
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Table of Contents

Foreword by Steve Cannon, President & CEO,Mercedes-Benz USA xiAcknowledgments xv1: Introduction 12: Building the Map 193: From Promises to Committed Action 414: Examining and Refining Every Touchpoint 615: Measuring Customer Experience: The Voice of the Customer as a Tool for Change 796: Alignment, Accountability, and Tools for the Front Line 997: Delight Is a People Business 1178: Fully Committed to Growth and Development 1399: Driving Process and Technological Change 15710: Integrating Processes into Enterprisewide Solutions 17911: Success Achieved 20312: How Good Can Good Be? 225Conclusion: Driving Your Road to Consumer Delight 245Glossary 255Bibliography 265Index 276

About the Author

Joseph Michelli (St. Petersburg, FL) is an internationally sought-after speaker, author, and organizational consultant. His books include, The Starbucks Experience, The New Gold Standard, Prescription for Excellence, The Zappos Experience, and Leading the Starbucks Way.

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