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ISBN10: 007180630X | ISBN13: 9780071806305

Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, 1st Edition

ISBN10: 007180630X
ISBN13: 9780071806305
By Joseph A. Michelli

© 2016 Published November 17, 2015

ISBN10: 007180630X | ISBN13: 9780071806305

More information about this Print book can be found in the page section below.

$41.00
ISBN10: 007180630X | ISBN13: 9780071806305

More information about this Print book can be found in the page section below.

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Foreword by Steve Cannon, President & CEO,
Mercedes-Benz USA xi
Acknowledgments xv

1: Introduction 1
2: Building the Map 19
3: From Promises to Committed Action 41
4: Examining and Refining Every Touchpoint 61
5: Measuring Customer Experience: The Voice of the Customer as a Tool for Change 79
6: Alignment, Accountability, and Tools for the Front Line 99
7: Delight Is a People Business 117
8: Fully Committed to Growth and Development 139
9: Driving Process and Technological Change 157
10: Integrating Processes into Enterprisewide Solutions 179
11: Success Achieved 203
12: How Good Can Good Be? 225

Conclusion: Driving Your Road to Consumer Delight 245

Glossary 255
Bibliography 265
Index 276

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