Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way Hardback
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."
- Format: Hardback
- Pages: 304 pages
- Publisher: McGraw-Hill Education - Europe
- Publication Date: 08/12/2015
- Category: Management & management techniques
- ISBN: 9780071806305