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Author Michelli, Joseph A., 1960- author.

Title Driven to delight : delivering world-class customer experience the Mercedes-Benz way / Joseph Michelli. [O'Reilly electronic resource]

Publication Info. New York : McGraw-Hill, [2016]
To Access:
Available on O'Reilly for Public Libraries
Bookmark link: https://library.naperville-lib.org:444/record=b3172670~S1
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Description 1 online resource
Bibliography Includes bibliographical references and index.
Contents Introduction -- Building the map -- From promises to committed action -- Examining and refining every touchpoint -- Measuring customer experience : the voice of the customer as a tool for change -- Alignment, accountability, and tools for the front line -- Delight is a people business -- Fully committed to growth and development -- Driving process and technological change -- Integrating processes into enterprisewide solutions -- Success achieved -- How good can good be?
Summary Filled with exclusive front-seat insights from Mercedes-Benz employees; eye-opening testimonials from passionate Mercedes-Benz fans; and solid nuts-and-bolts advice for creating your own consumer-aligned road map; this book will help you retool your strategies; reignite your customers; and refuel your team for the long haul. -- Edited summary from book.
Subject DaimlerChrysler.
DaimlerChrysler
Mercedes automobiles.
Automobile industry and trade -- Germany -- Management.
Automobile industry and trade -- Customer services -- Germany.
Mercedes (Automobiles)
Automobiles -- Industrie et commerce -- Allemagne -- Gestion.
Automobiles -- Industrie et commerce -- Service à la clientèle -- Allemagne.
Automobile industry and trade -- Customer services
Automobile industry and trade -- Management
Mercedes automobiles
Germany
Other Form: Print version: Michelli, Joseph A., 1960- Driven to delight 9780071806305 (DLC) 2015029398 (OCoLC)908088659
ISBN 9780071812276 (electronic bk.)
007181227X (electronic bk.)
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