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

New York Times bestselling author shares an inside look at how Mercedes-Benz transformed themselves into a best-in-class, customer-obsessed organization.Driven to Delight offers...

The New Gold Standard 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company

When it comes to refined service and exquisite hospitality, one name stands high above the rest: The Ritz-Carlton Hotel Company. With ceaseless attention to every luxurious...

Leading the Starbucks Way 5 Principles for Connecting with Your Customers, Your Products, and Your People

Lead Your Business the Starbucks WayForeword by Herve Humler, President and COO, The Ritz-Carlton Hotel Company, L.L.C.One of the best-recognized and admired brands in the world,...

The Zappos Experience 5 Principles to Inspire, Engage, and WOW

ZAPPOS. The name has come to stand for a new standard of customer service, an amazing online shopping experience, a great place to work, and the most impressive transformational...