Podcasts Other Customer Experience University - Winning Loyalty & Engagement One Customer at a Time From Promises to Commitments | How to Drive Delight the Mercedes-Benz Way

From Promises to Commitments | How to Drive Delight the Mercedes-Benz Way

Published: Dec. 2, 2021, noon

For context and based on requests, I'm in the process of presenting key concepts from my ten McGraw-Hill customer experience and leadership books. This\xa0is the first in the five-part\xa0series,\xa0"How to Drive Delight the Mercedes-Benz Way."\nIn my book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way,\xa0I outlined\xa0leadership and customer experience\xa0strategies that\xa0catapulted Mercedes-Benz USA from 22nd\xa0on the JD Power Customer Satisfaction Index to the number one position.\nAs a consultant who worked on the Mercedes-Benz customer experience transformation, I'll offer an inside look at the key leadership actions that pushed Mercedes-Benz to service greatness.\nHave you assessed the current state and envisioned your optimal customer experience?