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Ritz Carlton vs. Mercedes: My Lessons From Testing Customer-Experience Experts

Blog: Forrester BPM Center of Excellence

I read two Joseph A. Michellli books for my research last year: Driven To Delight: Delvering World-Class Customer Experience the Mercedes-Benz Way and The New Gold Standard: 5 Leadership Principles For Creating A Legendary Customer Experience Courtesy of The Ritz Carlton Company.  I wanted to read these well-known books on customer service and customer experience […]

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