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

  • 7h 31m 13s
  • Joseph A. Michelli
  • Brilliance Publishing
  • 2015

New York Times bestselling 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.

In this Audiobook

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