Driven to delight
Subtitle: delivering world-class customer experience the Mercedes-Benz way
By: Joseph A. Michelli
Published: 2016
Language: eng
Number of pages: 282
ISBN-13: 9780071806305
Subjects: Daimler-Benz Aktiengesellschaft; Customer services; Automobile industry and trade; Management; Mercedes automobiles
Description: "Why are Mercedes-Benz customers so loyal and passionate? Because the people at Mercedes-Benz are Driven to Delight, "--Amazon.com.
Notes: Includes bibliographical references and index.
Table of contents: title: Foreword by Steve Cannon, President & CEO, Mercedes-Benz USA; title: Acknowledgments; title: 1: Introduction; title: 2: Building the Map; title: 3: From Promises to Committed Action; title: 4: Examining and Refining Every Touchpoint; title: 5: Measuring Customer Experience: The Voice of the Customer as a Tool for Change; title: 6: Alignment, Accountability, and Tools for the Front Line; title: 7: Delight Is a People Business; title: 8: Fully Committed to Growth and Development; title: 9: Driving Process and Technological Change; title: 10: Integrating Processes into Enterprisewide Solutions; title: 11: Success Achieved; title: 12: How Good Can Good Be?; title: Conclusion: Driving Your Road to Consumer Delight; title: Glossary; title: Bibliography; title: Index.