Michelli, Joseph, PhD

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

• Gebundenes Buch

Produktbeschreibung

Offers a look at how Mercedes-Benz transformed itself into a best-in-class, customer-obsessed organization. This book reveals how leaders within the organization drove the transformation of the operational and cultural environments at Mercedes-Benz through their strategic vision.

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Produktdetails

• Verlag: McGraw-Hill Education - Europe
• Seitenzahl: 304
• Erscheinungstermin: 16. Dezember 2015
• Englisch
• Abmessung: 236mm x 159mm x 32mm
• Gewicht: 596g
• ISBN-13: 9780071806305
• ISBN-10: 007180630X
• Artikelnr.: 43155343

Autorenporträt

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.

Inhaltsangabe

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