Customer service can make or break a company. So it’s surprising to learn that Mercedes-Benz – one of the most highly respected car manufacturers in the world – used to have a reputation for dismal customer service.

In the book Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, New York Times’ bestselling author Joseph Michelli examines the changes made at the top to rescue the company from itself.

Michelli sat down with Knowledge at Wharton to discuss Mercedes-Benz’s colorful history and customer service turnaround on the Knowledge at Wharton on Wharton Business Radio on SiriusXM channel 111 .…