Driven to Delight.

Knowing that it was impossible to sustain a brand solely on product satisfaction alone, Mercedes-Benz USA (MBUSA) has undergone a massive cultural overhaul to ensure that its customer service was directly in line with the quality standards applied to its legendary vehicles. In Driven to Delight, Joseph A. Michelli explores the evolution of MBUSA as a brand, highlighting the strategic customer experience tactics the company has employed to make it so successful.