Reviews and Testimonials

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Service Drive Today, CBT Network:

"A powerful and inspiring look 'inside the tent' of Mercedes-Benz USA that will help you learn how large companies make big changes in short time spans."
Guy Kawasaki
Chief Evangelist of Canva and author of The Art of the Start 2.0

"Once again Joseph Michelli gives us a glimpse into one of the world's great brands and customer experiences. Joseph helps us understand how Mercedes-Benz USA leadership transformed and elevated sales and service experiences. Additionally, he takes the readers on a journey to examine their own organizations and determine how to apply these principles and lessons in their own businesses. This is an important read for leaders who want to grow their businesses by improving customers' lives."
Jeanne Bliss
President, CustomerBliss, and bestselling author of Chief Customer Officer 2.0 and I Love You More Than My Dog

"Joseph Michelli's latest book is a masterful road map for transforming the relationship between leaders, employees, and the customers they serve."
Tom Rath
Author of StrengthsFinder 2.0 and Are You Fully Charged?

"Mercedes-Benz USA's story demonstrates the leadership and commitment that's required to transform customer experience within a large organization. The book does a great job of capturing how the company engaged all of its employees and partners on a journey to deliver upon its brand promise, which required much more than just designing great cars."
Bruce Temkin
CCXP, Customer Experience Transformist & Managing Partner, Temkin Group

"Kudos to Steve Cannon and Joseph Michelli. Steve is the rare CEO who is brutally honest-in a public forum-about his own iconic organization's growing pains. Joseph's ability to present a compelling case study is unparalleled. If Driven to Delight can't convince you of the bottom line benefits of balancing service and technology to differentiate from your competition, your days are numbered."
Doug Lipp
international business consultant and bestselling author of Disney U

"The revolution in customer care that Mercedes-Benz USA is currently undertaking is rivaled only by the revolution that Mercedes-Benz began with the invention of the automobile. Dr. Michelli's book provides the most comprehensive look at how MBUSA is undertaking and succeeding at this transformative initiative."
Alex Gellert
CEO, Merkley & Partners

"I can't remember having read a more compelling example of how great luxury brands aren't just made but are nurtured. Driven to Delight offers essential lessons on the direct and undeniable relationship between how much you value and respect your customers and how they reward you for that consideration."
Mike Jackson
Chairman, CEO, and President, AutoNation, Inc.

"Most business leaders will tell you how important it is to delight their customers-who wouldn't? But most don't. This is the story of Steve Cannon's journey to take Mercedes-Benz USA from "good to best"-the diagnosis, the plan, the process design, the management and measurement, but most importantly, the leadership that is making 31,600 people, 99.5 percent of whom don't work for him, WANT to deliver it."
Andrew Robertson
President and CEO, BBDO Worldwide, Inc.

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