Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way

Conclusion:Driving Your Road to Customer Delight

The foundational premise of this book is that many companies weren’t developed on a customer-centric platform. Many great businesses have achieved success with a product-based strategy—by creating innovative products, establishing effective distribution channels, maintaining highly competitive pricing, and executing against high-quality standards. Other companies have taken a service approach and tried to add value to their product offerings by delivering them consistently and accurately. In our ...