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

Hardcover | December 8, 2015

byJoseph Michelli

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Format:HardcoverDimensions:9.4 × 6.3 × 1.2 inPublished:December 8, 2015Publisher:McGraw-Hill EducationLanguage:English

The following ISBNs are associated with this title:

ISBN - 10:007180630X

ISBN - 13:9780071806305

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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