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
Why it’s on the list: Joseph Michelli’s case study, written with access to the company, of the customer-experience overhaul Mercedes-Benz USA ran under Steve Cannon — how a dealer network it did not own was persuaded onto a single service standard, and what was measured to know whether it worked.
Where I heard about it
- @mastersinvest — on his “2025 Reading … so far” list (listed as “Mercedes — Driven to Delight”), August 2025 — a feed that skews heavily toward company and founder biography. Full list: 2025 Reading So Far… (tweet).
Connections
- 2025 Reading So Far… (tweet) — the list this came from.