Driven to Delight

Examining and Elevating Every Touchpoint | How to Drive Delight the Mercedes-Benz Way

This is the second in the five-part series, "How to Drive Delight the Mercedes-Benz Way."
In my book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, I detail how Mercedes-Benz leaders transformed their customer experience through a clearly defined set of strategic objectives. One of their focus areas was exploration and improvement of customer interactions; particularly, at high-value touchpoints. 
Specifically, at Mercedes-Benz, the customer experience team mapped various customer journeys.
Do you have a systematic view of your customers' actions as they move through their journey with your brand?

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

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 is the first in the five-part series, "How to Drive Delight the Mercedes-Benz Way."
In my book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, I outlined leadership and customer experience strategies that catapulted Mercedes-Benz USA from 22nd on the JD Power Customer Satisfaction Index to the number one position.
As 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.
Have you assessed the current state and envisioned your optimal customer experience?

Do you want return calls from sales leads? Focus on the personal!

Dr. Michelli examines the importance of personal connections on closing sales.  He shares key insights from a recent study on return call responses.

Is Social Media Dead? Credibility through Customer Experience

An Edelman study suggests the influence of social media is contracting. Dr. Michelli focuses on the bigger picture regarding delivery of the brand promise!

Effective ways to create a lasting leadership legacy

Dr. Michelli offers effective insights on creating a lasting leadership legacy and expanding your enduring sphere of influence.