Podcast: Play in new window | Download

Driven to Delight
Delivering World-Class Customer Experience the Mercedes-Benz Way
by Joseph Michelli

Filled with exclusive front-seat insights from Mercedes-Benz employees, eye-opening testimonials from passionate Mercedes-Benz fans, and solid nuts-and-bolts advice for creating your own consumer-aligned road map, Driven to Delight will help you retool your strategies, reignite your customers, and refuel your team for the long haul.

This is the story of how an organization became Driven to Delight. It reveals the action plan Mercedes-Benz USA used to catapult the company to first place rankings in national customer satisfaction studies while at the same time growing sales and profits. With unprecedented access to company personnel, customer experience expert Joseph Michelli charts the journey the company took and identifies the all-important keys to driving delight in any customer-based organization. You ll learn how to:

These proven techniques are part of the Mercedes-Benz USA Driven to Delight culture which sets a new gold standard in customer service, employee engagement, and peak performance. You ll find step-by-step strategies that can be customized to fit your business model and customer needs. You ll discover invaluable tools like Vision Mapping, Customer Journey Wheels, Customer-Centric Strategy and Resource Planning Processes –plus 20 Key Questions you can use to diagnose your progress and steer your company in the right direction.

Along the way, you’ll get a rare first-hand comprehensive view of a world-class company in action. You ll see how a best or nothing organization became customer obsessed, mile after mile, year after year. Most importantly, you ll learn how to ramp up your own customer experience, rev up your customer commitment, and take your customers on a journey that s bound to delight–the Mercedes-Benz way.