Driven to Delight
In a world where customer service is often severely lacking, Joseph A. Michelli makes a case in his book Driven to Delight: Delivering World-Class Customer Experience The Mercedes-Benz Way. Mercedes-Benz’s dedication to providing the ultimate ownership experience has been a major key to their success here in America. Of course they make a great product, as do many other car companies. But it was the Driven to Delight program, put into place MBUSA CEO Stephen Cannon that has made the Mercedes-Benz ownership experience an unrivalled one. And a pattern for the rest of the industry, and all businesses to follow.