Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way (inbunden)
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Format
Inbunden (Hardback)
Språk
Engelska
Antal sidor
304
Utgivningsdatum
2015-12-16
Upplaga
ed
Förlag
McGraw Hill
Illustrationer
0 Illustrations, unspecified
Dimensioner
261 x 130 x 28 mm
Vikt
536 g
Antal komponenter
1
ISBN
9780071806305

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

av Joseph Michelli
Inbunden,  Engelska, 2015-12-16
312
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a firsthand look at how mercedes-benz transformed itself into a best-in-class, customer-obsessed organization.

Driven to Delight offers an exclusive, behind-the-scenes look at CEO Steve Cannon and his leadership teams ambitious, multi-pronged strategy to elevate the companys customer experience to best-in-class across all brands and industries.

the author reveals how leaders within the organization drove the transformation of the operational and cultural environments at mercedes-benz through their strategic vision, driven to delight. nowhere else can you find this in-depth, all-access look at senior leaderships vision, strategy, and tactical steps to create and sustain the wide-sweeping actions needed to deliver a customer experience that lives up to the companys brand promise, the best or nothing.
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Övrig information

Joseph A. Michelli, Ph.D., is an internationally sought-after speaker and business consultant whose clients include Bridgestone Firestone, Nokia, The Hartford Insurance Group, and UCLA Health System. The author of the bestselling The Starbucks Experience, he has appeared on The Glenn Beck Show and CNBCs On the Money.

Innehållsförteckning

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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