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

Building the Map

How do you want customers to feel when they are being served at your business? What is your aspiration for the customer experiences that your company delivers? Do you want to be the best provider in your neighborhood, your region, or your industry? Because the leaders at Mercedes-Benz USA took the time to answer these types of questions, the desired vision for the MBUSA journey was both clear and challenging. Steve Cannon encouraged his leadership team to help lift the brand to be “the undisputed best provider of overall customer ...