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Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way Audiobook
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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.
The author worked closely with leaders inside the organization to understand the customer experience transformation as a top operational and cultural priority for Mercedes-Benz. This audiobook gives readers an exclusive, all-access look at senior leadership's vision, strategy, and tactical steps to create and sustain the wide-sweeping actions needed to deliver the best customer experience.
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“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
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“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 -
“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
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About Joseph A. Michelli
Joseph A. Michelli, PhD, is a speaker, author, and organizational consultant who transmits his knowledge of exceptional business practices in ways that develop joyful and productive workplaces. He is a Wall Street Journal, USA Today, Publishers Weekly, Nielson Bookscan, and New York Times bestselling author. He received his master’s degree and doctorate from the University of Southern California and is a professional member of the National Speakers Association and the Authors Guild. Having journeyed with a close family member through a six year battle with breast cancer, Dr. Michelli is also committed to social causes associated with curing cancer.