Kyle Harrison
to-read
Driven to Delight
Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way
- Author
- Joseph A. Michelli
- Published
- 2015
- Pages
- 288
- Recommended
- Once
A case study of the customer-experience overhaul Mercedes-Benz USA ran under Steve Cannon, written with access to the company: how a dealer network it did not own was persuaded to standardise on a single service standard, and what was measured to know whether it worked.
Why it’s on the list: Appears on @mastersinvest’s 2025 reading list, a feed that skews heavily toward company and founder biography.
Where I saw it: @mastersinvest’s “2025 Reading … so far” list, August 20, 2025, listed there as “Mercedes — Driven to Delight”. The full 46-title list is transcribed on 2025 Reading So Far… (tweet).
Connections
- 2025 Reading So Far… (tweet) — the list this came from.