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?

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