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

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 teams ambitious, multi-pronged strategy to elevate the companys 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 leaderships vision, strategy, and tactical steps to create and sustain the wide-sweeping actions needed to deliver a customer experience that lives up to the companys brand promise, the best or nothing.