How to Deliver the Mercedes-Benz Customer Experience

With the purchase of this audio presentation – you will receive a FREE and PERSONALLY SIGNED copy of Joseph’s best-selling book, Driven to Delight – Delivering World-Class Customer Experience the Mercedes-Benz Way. One free book with every registration!

A recent study by Forrester Research suggests that 92% of business leaders have “customer experience improvement” as a key strategic initiative. Despite the opportunity businesses have to differentiate themselves from their competition through the experiences in which their products and services are delivered, a number of studies suggest customer satisfaction (not to mention customer engagement and loyalty) are on the decline. For the past several years, Dr. Michelli has worked with senior leaders at Mercedes-Benz USA to chronical their successful transformation to deliver customer experiences in keeping with the brand’s promise to be best or nothing.

This audio conference will address topics such as:

• The role of a compelling vision of change urgency.
• The importance of offering an experiential brand immersion program.
• How to effectively develop a customer map.
• Ways to develop a core competency of leveraging customer feedback.

Learning outcomes:

• Understand differences between product, service, and experience strategies.
• Become familiar with tools used in customer experience design.
• Learn from practical examples of how to LEAD customer-centric culture change.

Presented by:

Joseph Michelli

Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on the total customer experience. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives.

Dr. Michelli is a Wall Street Journal, USA Today, Publishers Weekly, Nielson Bookscan and New York Times #1 bestselling author. His latest book is Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way. Joseph’s other titles include Leading The Starbucks Way: 5 Principles for Connecting with Your Customer, Your Products, and Your People, The Zappos Experience: 5 Principles to Inspire Engage and WOW, Prescription for Excellence: Leadership Lessons for Creating a World-Class Customer Experience from UCLA Health System, The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary, The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company, and When Fish Fly: Lessons for Creating a Vital and Energized Workplace which was co-authored with the owner of the "World Famous" Pike Place Fish Market in Seattle.

Joseph holds the Certified Speaking Professional designation from the National Speakers Association (NSA) and is a member of the Authors Guild. He received his Masters and Doctorate from the University of Southern California. Joseph has won the Asian Brand Excellence Award, is an editorial board member for the Beryl Institute's Patient Experience Journal (PXJ), and is on the founders council of CustomerExperienceOne. He was named as one of the Top 10 thought leaders in Customer Service by Global Gurus.

Having journeyed with a close family member through a six year battle with breast cancer, Dr. Michelli is committed to social causes associated with curing cancer as well as abating world hunger.