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

Delight Is a People Business

As you have seen in prior chapters, Steve Cannon and other leaders at Mercedes-Benz USA invested in an array of tools to produce customer-focused changes at the iconic brand. However, Steve realized from the outset that the newly created customer experience resources would be only as good as the people who had the task of using them.

Steve also understood that staff members at Mercedes-Benz USA and the teams at the dealerships had to be both passionate about and fully engaged in the delivery of world-class customer ...