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


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About the Book

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 team’s ambitious, multi-pronged strategy to elevate the company’s 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 leadership’s vision, strategy, and tactical steps to create and sustain the wide-sweeping actions needed to deliver a customer experience that lives up to the company’s brand promise, “the best or nothing.”

Table of Contents:
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

About the Author :
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 CNBC’s On the Money.


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Product Details
  • ISBN-13: 9780071806305
  • Publisher: McGraw-Hill Education - Europe
  • Publisher Imprint: McGraw-Hill Professional
  • Height: 239 mm
  • No of Pages: 304
  • Spine Width: 31 mm
  • Width: 160 mm
  • ISBN-10: 007180630X
  • Publisher Date: 16 Dec 2015
  • Binding: Hardback
  • Language: English
  • Returnable: N
  • Weight: 581 gr


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