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


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  • Engels
  • Hardcover
  • 9780071806305
  • 16 december 2015
  • 282 pagina's
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Joseph Michelli

"Joseph Michelli (born August 11, 1960) is an American psychologist, speaker, and author. He started his career as a psychologist in 1988 and began writing business books in 2004. Best-selling books he has written include The Starbucks Experience, The New Gold Standard, Prescription for Excellence, and Driven to Delight.

(Bron: Wikipedia. Beschikbaar onder de licentie Creative Commons Naamsvermelding/Gelijk delen.)"


Offers a look at how Mercedes-Benz transformed itself into a best-in-class, customer-obsessed organization. This book reveals how leaders within the organization drove the transformation of the operational and cultural environments at Mercedes-Benz through their strategic vision.

"A powerful and inspiring look 'inside the tent' of Mercedes-Benz that will help you learn how large companies make big changes in short timespans."
--Guy Kawasaki, Chief Evangelist of Canva and author of The Art of the Start 2.0

"I can’t remember having read a more compelling example of how great luxury brands aren’t just made but are nurtured. Driven to Delight offers essential lessons on the direct and undeniable relationship between how much you value and respect your customers and how they reward you for that consideration."
--Mike Jackson, Chairman, CEO, and President, AutoNation

"Joseph Michelli's latest book is a masterful roadmap for transforming the relationship between leaders, employees, and the customers they serve."
--Tom Rath, author of StrengthsFinder 2.0 and Are You Fully Charged?

"The revolution in customer care that MBUSA is currently undertaking is rivaled only by the revolution that Mercedes began with the invention of the automobile. Dr. Michelli’s book provides the most comprehensive look at how MBUSA is undertaking and succeeding at this transformative initiative."
--Alex Gellert, CEO, Merkley & Partners

"Kudos to Steve Cannon and Joseph Michelli. Steve is the rare CEO who is brutally honest—in a public forum— about his own iconic organization’s growing pains. Joseph’s ability to present a compelling case study is unparalleled. If Driven to Delight can’t convince you of the bottom line benefits of balancing service and technology to differentiate from your competition, your days are numbered."
--Doug Lipp, international business consultant and bestselling author of Disney U

"Once again Joseph Michelli gives us a glimpse into one of the worlds’ great brands and customer experiences. Joseph helps us understand how Mercedes Benz leadership transformed and elevated sales and service experiences. Additionally, he takes the reader on a journey to examine their own organization and determine how to apply these principles and lessons in their own business. This is an important read for leaders who want to grow their businesses, by improving customers’ lives."
--Jeanne Bliss, President, CustomerBliss, and bestselling author of Chief Customer Officer 2.0 and I Love You More Than My Dog

"Mercedes Benz's story demonstrates the leadership and commitment that's required to transform customer experience within a large organization. The book does a great job of capturing how the company engaged all of its employees and partners on a journey to deliver upon its brand promise, which required much more than just designing great cars."
--Bruce Temkin, CCXP, Customer Experience Transformist & Managing Partner, Temkin Group

"Most business leaders will tell you how important it is to delight their customers—who wouldn't? But most don't. This is the story of Steve Cannon's journey to take Mercedes Benz from 'good to best'—the diagnosis, the plan, the process design, the management and measurement, but most importantly, the leadership that is making 31,600 people, 99.5 percent of whom don't work for him, WANT to deliver it."
--Andrew Robertson, President and CEO, BBDO Worldwide, Inc.

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.”



Oorspronkelijke releasedatum
16 december 2015
Aantal pagina's


Joseph Michelli
Tweede Auteur
Joseph, Phd Michelli

Overige kenmerken

Extra groot lettertype
Product breedte
130 mm
Product hoogte
28 mm
Product lengte
261 mm
Verpakking breedte
149 mm
Verpakking hoogte
24 mm
Verpakking lengte
234 mm
696 g



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1 review
  • Een culturele transformatie tot in detail beschreven

    Positieve punten

    • Heldere uitleg
    • Inspirerend
    • Praktisch toepasbaar

    Dit boek beschrijft tot in de detail de culturele transformatie die Mercedes-Benz USA heeft gemaakt richting een betere klantbeleving. Mercedes was in essentie een product gerichte organisatie. De customer experience bleef achter bij andere premium auto merken. Totdat CEO Steve Cannon het roer overnam en de nieuwe strategie bepaalde. Klantbeleving was de nieuwe prioriteit.

    Dit bleef niet bij een enkele memo. Dit boek beschrijft hoe Mercedes dit heeft doen leven in alle lagen van de organisatie. Van de eerste "statement" van de CEO tot het trainen van de laatste medewerker. Dit boek laat zien dat de transformatie naar echte klantgerichtheid niet makkelijk is. Het kost veel tijd, energie en geld. Maar het is het ook meer dan waard.

    Laat je inspireren door dit boek. Een aanrader!

    Vond je dit een nuttige review?

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