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

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

by Joseph Michelli

Hardcover

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Product Details

ISBN-13: 9780071806305
Publisher: McGraw-Hill Professional Publishing
Publication date: 12/08/2015
Pages: 304
Sales rank: 535,335
Product dimensions: 6.30(w) x 9.30(h) x 1.30(d)

About the Author

Joseph A. Michelli is an internationally sought-after speaker, author, and organizational consultant. His books include The Starbucks Experience, The New Gold Standard, The Zappos Experience, Leading the Starbucks Way, and Prescription for Excellence, which hit #1 on The New York Times, Wall Street Journal, and USA Today bestseller lists.

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

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