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Driven to Delight Author: Joseph Michelli

ISBN: 9780071806305 Format: Hardcover Number Of Pages: 288 Published: 6 December 2015 Country of Publication: US Dimensions (cm): 23.7 x 16.0 x 3.0 Description: Why are Mercedes-Benz customers so loyal and passionate? Because the people at Mercedes-Benz are Driven to Delight

In his previous bestsellers--The Starbucks Experience, The New Gold Standard, and Prescription for Excellence--Joseph Michelli revealed customer experience practices and strategies of beloved businesses. Now, in this timely new book, he shares the greatest customer-driven insights behind one of the most iconic brand names in the world: Mercedes-Benz USA.

Driven to Delight reveals: How Mercedes-Benz USA launched a multi-year program to elevate their customer experience--even though their product was already "best in class." How they activated people, improved processes, and deployed technology to emotionally engage customers. How the Mercedes-Benz approach can jump-start any customer-driven business-by accelerating your commitment to the customer experience. Filled with exclusive front-seat insights from Mercedes-Benz employees, eye-opening testimonials from passionate Mercedes-Benz fans, and solid nuts-and-bol...

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