Description

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.”

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

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Hardback by Joseph Michelli

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Short Description:

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... Read more

    Publisher: McGraw-Hill Education - Europe
    Publication Date: 16/12/2015
    ISBN13: 9780071806305, 978-0071806305
    ISBN10: 007180630X

    Number of Pages: 304

    Non Fiction , Business, Finance & Law

    Description

    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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