From the author of similar books about The Ritz-Carlton, Zappos and Starbucks comes a new case study of how MBUSA has shifted focus from just “The Best or Nothing” in engineering to also “Driven to Delight” for the customer experience.

Someone called me “a company girl” the other day so obviously I have already read the excerpt and pre-ordered on Amazon.

It is a fascinating look behind the scenes at processes and decisions that directly impact how I do my job. I thought you might find it interesting too!