Joseph Michelli is my guest this week and as always, Joe made the podcast…well, a Michelli Experience. We discussed his new book, Driven to Delight, which I recommend. When you reflect for a moment on how a product-centric Mercedes-Benz transformed into a customer-centric organization, well it is very difficult to even imagine. The culture not only had to change at Mercedes-Benz but also in their long established dealer chain. Michelli tells the story like no one else could. The preceding link will enable a few bonuses by utilizing the code “VIP”.
At The Michelli Experience, we help front-line employees, managers, and senior leaders deliver relevant and engaging service experiences. To that end, we provide short-term and extended consulting services, keynote and workshop presentations, and bestselling books to meet your needs. Our culture of service excellence is anchored to our mission, vision, and values. – Joseph A. Michelli
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