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RETAILOBSERVER.COM SEPTEMBER 2016 14 I n his previous bestsellers—The Starbucks Experience, The New Gold Standard, and Prescription for Excellence—Joseph Michelli revealed customer experience practices and strategies of beloved businesses. Now, in this timely new book, he shares the greatest customer-driven insights behind one of the most iconic brand names in the world: Mercedes-Benz USA. Filled with exclusive front-seat insights from Mercedes-Benz employees, eye-opening testimonials from passionate Mercedes-Benz fans, and solid nuts-and-bolts advice for creating your own consumer-aligned road map, Driven to Delight will help you retool your strategies, reignite your customers, and refuel your team for the long haul. Mercedes-Benz. The name alone conjures images of luxury, innovation, quality, and performance. But in today's market, you need more than a world- class product to outpace the competition—which is why the executives at Mercedes-Benz 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 Mercedes-Benz 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 all-important keys to driving delight in any customer-based organization. Along the way, you'll get a rare first-hand comprehensive view of a world- class company in action. You'll see how a "best or nothing" organization became customer obsessed, mile after mile, year after year. Most importantly, you'll learn how to ramp up your own customer experience, rev up your customer commitment, and take your customers on a journey that's bound to delight—the Mercedes-Benz way. B O O K R E V I E W DRIVEN TO DELIGHT: Delivering World-Class Customer Experience the Mercedes-Benz Way Author: Joseph A. Michelli, PhD, CSP, is an internationally sought-after speaker, organizational consultant, and New York Times number-one best-selling author. He is a globally recognized thought leader in customer experience design. For more information, please visit www.josephmichelli.com. Publisher: McGraw Hill RO