An edition of Driven to delight
(2016)
Driven to delight
delivering world-class customer experience the Mercedes-Benz way
by Joseph A. Michelli
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"Why are Mercedes-Benz customers so loyal and passionate? Because the people at Mercedes-Benz are Driven to Delight, "--Amazon.com.
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Driven to delight: delivering world-class customer experience the Mercedes-Benz way
2016
in English
007180630X 9780071806305
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Book Details
Table of Contents
Foreword by Steve Cannon, President & CEO, Mercedes-Benz USA
Acknowledgments
1: Introduction
2: Building the Map
3: From Promises to Committed Action
4: Examining and Refining Every Touchpoint
5: Measuring Customer Experience: The Voice of the Customer as a Tool for Change
6: Alignment, Accountability, and Tools for the Front Line
7: Delight Is a People Business
8: Fully Committed to Growth and Development
9: Driving Process and Technological Change
10: Integrating Processes into Enterprisewide Solutions
11: Success Achieved
12: How Good Can Good Be?
Conclusion: Driving Your Road to Consumer Delight
Glossary
Bibliography
Index.
Edition Notes
Includes bibliographical references and index.
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| January 14, 2023 | Edited by ImportBot | import existing book |
| September 21, 2020 | Edited by MARC Bot | import existing book |
| August 4, 2020 | Edited by ImportBot | import existing book |
| July 19, 2019 | Created by MARC Bot | import new book |