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A firsthand look at how Mercedes-Benz transformed itself into a best-in-class, customer-obsessed organization.
Driven to Delight offers an exclusive, behind-the-scenes look at CEO Steve Cannon and his leadership team's ambitious, multi-pronged strategy to elevate the company's customer experience to best-in-class across all brands and industries.
The author reveals how leaders within the organization drove the transformation of the operational and cultural environments at Mercedes-Benz through their strategic vision, Driven to Delight. Nowhere else can you find this in-depth, all-access look at senior leadership's vision, strategy, and tactical steps to create and sustain the wide-sweeping actions needed to deliver a customer experience that lives up to the company's brand promise, "the best or nothing."
A firsthand look at how Mercedes-Benz transformed itself into a best-in-class, customer-obsessed organization.
Driven to Delight offers an exclusive, behind-the-scenes look at CEO Steve Cannon and his leadership team's ambitious, multi-pronged strategy to elevate the company's customer experience to best-in-class across all brands and industries.
The author reveals how leaders within the organization drove the transformation of the operational and cultural environments at Mercedes-Benz through their strategic vision, Driven to Delight. Nowhere else can you find this in-depth, all-access look at senior leadership's vision, strategy, and tactical steps to create and sustain the wide-sweeping actions needed to deliver a customer experience that lives up to the company's brand promise, "the best or nothing."
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
| Erscheinungsjahr: | 2015 |
|---|---|
| Fachbereich: | Management |
| Genre: | Wirtschaft |
| Rubrik: | Recht & Wirtschaft |
| Medium: | Buch |
| Seiten: | 304 |
| Inhalt: | Gebunden |
| ISBN-13: | 9780071806305 |
| ISBN-10: | 007180630X |
| Sprache: | Englisch |
| Einband: | Gebunden |
| Autor: | Michelli, Joseph |
| Hersteller: | McGraw-Hill Education - Europe |
| Maße: | 236 x 159 x 32 mm |
| Von/Mit: | Joseph Michelli |
| Erscheinungsdatum: | 16.12.2015 |
| Gewicht: | 0,539 kg |
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
| Erscheinungsjahr: | 2015 |
|---|---|
| Fachbereich: | Management |
| Genre: | Wirtschaft |
| Rubrik: | Recht & Wirtschaft |
| Medium: | Buch |
| Seiten: | 304 |
| Inhalt: | Gebunden |
| ISBN-13: | 9780071806305 |
| ISBN-10: | 007180630X |
| Sprache: | Englisch |
| Einband: | Gebunden |
| Autor: | Michelli, Joseph |
| Hersteller: | McGraw-Hill Education - Europe |
| Maße: | 236 x 159 x 32 mm |
| Von/Mit: | Joseph Michelli |
| Erscheinungsdatum: | 16.12.2015 |
| Gewicht: | 0,539 kg |
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