Product Description: 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 an exclusive, behind-the-scenes look at CEO Steve Cannon and his leadership team's ambitious, multi-pronged strategy to elevate the company's customer experience to best-in-class across all brands and industries...read more

Product Description: ¡Sé un líder empresarial!Conoce los principios de liderazgo que llevaron a Starbucks a convertirse en una de las marcas más exitosas de la actualidad.Starbucks, la fórmula del éxito, ofrece una perspectiva sobre los principios de liderazgo que impulsaron el resurgimiento de la icónica compañía durante la crisis económica...read more

Product Description: 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, Starbucks singlehandedly transformed the ordinary delivery of coffee into a cultural phenomenon―a result of the company’s exemplary leadership practices...read more

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 business success story of our time. Simply put, Zappos is revolutionizing business and changing lives.Now, Joseph Michelli, author of the internationally bestselling business books Prescription for Excellence and The Starbucks Experience, explains how Zappos does it―and how you can do it in your industry.The Zappos Experience takes you through―and beyond―the playful, offbeat company culture Zappos has become famous for. Michelli reveals what occurs behind the scenes at Zappos, showing how employees at all levels operate on a day-to-day basis while providing the “big picture” leadership methods that have earned the company $1 billion in annual gross sales during the last ten years―with almost no advertising. Michelli breaks the approach down into five key elements:• Serve a Perfect Fit―create bedrock company values• Make it Effortlessly Swift―deliver a customer experience with ease• Step into the Personal―connect with customers authentically• S T R E T C H―grow people and products• Play to Win―play hard, work harderWhen you enhance the customer experience, increase employee engagement, and create an energetic culture, you can’t help but succeed. Zappos has woven these five key components into a seamless strategy that’s the envy of business leaders.Now that strategy is yours.With The Zappos Experience, Joseph Michelli delivers a package for instant success right to your doorstep. All you have to do is open and use it.

The true story of a small fish market depicted in the best-selling parable 'FISH!' reveals the business principles applied by its owner in the areas of employee morale, customer service, and an aligned workforce.