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Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way

Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way

1st Edition
By Joseph Michelli
Copyright: 2016

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ISBN10: 007180630X | ISBN13: 9780071806305

$27.00

The estimated amount of time this product will be on the market is based on a number of factors, including faculty input to instructional design and the prior revision cycle and updates to academic research-which typically results in a revision cycle ranging from every two to four years for this product. Pricing subject to change at any time.

Program Details

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