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

Introduction

Customers crave consistently outstanding experiences and expect businesses to deliver them. When companies provide exceptional experiences, customers become loyal advocates for their brands.

This is the story of leaders at a legendary company who realized that the sales and service interactions their customers were having weren’t in keeping with the quality that was engineered into the company’s products. It is a story of transformation and what it takes to move a legacy brand in the direction of true customer obsession. It is the ...