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Driven to delight : delivering world-class customer experience the Mercedes-Benz way /

"Why are Mercedes-Benz customers so loyal and passionate? Because the people at Mercedes-Benz are Driven to Delight,"--Amazon.com.

Bibliographic Details
Main Author: Michelli, Joseph A., 1960- (Author)
Format: Book
Language:English
Published: New York : McGraw-Hill Education, [2016]
Subjects:
DaimlerChrysler.
Mercedes automobiles.
Automobile industry and trade > Germany > Management.
Automobile industry and trade > Customer services > Germany.
Automobile industry and trade > Customer services.
Automobile industry and trade > Management.
Germany.
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
  • Integrating Processes into Enterprisewide Solutions
  • 11 Success Achieved
  • 12 How Good Can Good Be?
  • Conclusion: Driving Your Road to Consumer Delight
  • Glossary
  • Bibliography
  • Index.