Driven to Delight: Delivering WorldClass Customer Experience the MercedesBenz Way,New

A Wall Street Journal bestsellerWhy are MercedesBenz customers so loyal and passionate? Because the people at MercedesBenz are Driven to DelightIn his previous bestsellersThe Starbucks Experience, The New Gold Standard, and Prescription for ExcellenceJoseph Michelli revealed customer experience practices and strategies of beloved businesses. Now, in this timely new book, he shares the greatest customerdriven insights behind one of the most iconic brand names in the world: MercedesBenz USA.DRIVEN TO DELIGHT reveals: How MercedesBenz USA launched a multiyear program to elevate their customer experienceeven though their product was already best in class. How they activated people, improved processes, and deployed technology to emotionally engage customers. How the MercedesBenz approach can jumpstart any customerdriven businessby accelerating your commitment to the customer experience.Filled with exclusive frontseat insights from MercedesBenz employees, eyeopening testimonials from passionate MercedesBenz fans, and solid nutsandbolts advice for creating your own consumeraligned road map, Driven to Delight will help you retool your strategies, reignite your customers, and refuel your team for the long haul.MercedesBenz. The name alone conjures images of luxury, innovation, quality, and performance. But in todays market, you need more than a worldclass product to outpace the competitionwhich is why the executives at MercedesBenz USA set a course to create a customer experience in keeping with their legendary cars.This is the story of how an organization became Driven to Delight. It reveals the action plan MercedesBenz USA used to catapult the company to first place rankings in national customer satisfaction studies while at the same time growing sales and profits. With unprecedented access to company personnel, customer experience expert Joseph Michelli charts the journey the company took and identifies the allimportant keys to driving delight in any customerbased organization. Youll learn how to: Create a compelling vision for exceptional customer experiences Identify the ever changing wants, needs, and desires of your customer segments Map out your key customer journeys and high value contact points Effectively evaluate customer perceptions throughout their journey with you Resolve customer needs swiftly and constantly improve your delivery processes Link rewards and recognition to customer experience excellence throughout your organizationThese proven techniques are part of the MercedesBenz USA Driven to Delight culture which sets a new gold standard in customer service, employee engagement, and peak performance. Youll find stepbystep strategies that can be customized to fit your business model and customer needs. Youll discover invaluable tools like Vision Mapping, Customer Journey Wheels, CustomerCentric Strategy and Resource Planning Processes plus 20 Key Questions you can use to diagnose your progress and steer your company in the right direction.Along the way, youll get a rare firsthand comprehensive view of a worldclass company in action. Youll see how a best or nothing organization became customer obsessed, mile after mile, year after year. Most importantly, youll learn how to ramp up your own customer experience, rev up your customer commitment, and take your customers on a journey thats bound to delightthe MercedesBenz way.Joseph A. Michelli is an internationally soughtafter speaker, author, and organizational consultant. His books include The Starbucks Experience, The New Gold Standard, The Zappos Experience, Leading the Starbucks Way, and Prescription for Excellence, which hit #1 on The New York Times, Wall Street Journal, and USA Today bestseller lists.