Resources to help you delight your customer and transform your organization

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Book Resources

Leadership and Change

Leadership and Change

This excerpt from Customer Experience Strategy covers leading by action and creating evangelists for positive change in your organization.

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Managing Change in Your Ecosystem

Learn how to move key stakeholders from resistance to meaningful change in this excerpt from Customer Experience Strategy.

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Whetting the Appetite for Change

Consider the obstacles to change, and learn how to combat them in this excerpt from Customer Experience Strategy.

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Case Studies


Honeywell is a Global leader in aircraft parts manufacturer with $12 Billion in annual sales. They are a large logistics provider in Europe, with over 9,000 employees.

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Mercedes-Benz combines luxury with performance across their full line of vehicles. In the United States, they have 360 dealers and 25,000 employees.

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AmeriGas is a propane company serving residential, commercial, industrial, agricultural and motor fuel customers, with 900 stores worldwide and 11,000 employees.

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WOW Brands

Make your brand a WOW brand: where your performance delights customers at every interaction.

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Driven to Delight Preview

Get a preview excerpt of Joseph Michelli’s Driven to Delight which covers the amazing changes Lior Arussy effected at Mercedes-Benz.

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