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

From Promises to Committed Action

Trust is at the heart of every successful endeavor, be that a personal relationship or a grand-scale business objective like the transformational customer experience journey undertaken at Mercedes-Benz USA. To earn trust in business, leaders need to communicate their intentions, demonstrate that those intentions serve the interests of all stakeholders, and make commitments to translate those intentions into action.

In the case of MBUSA, Steve Cannon and his leadership team fostered trust by articulating an inspiring ...