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HAWAII STATE PUBLIC LIBRARY SYSTEM
Item Information
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More by this author
Michelli, Joseph A., 1960- author.
Subjects
DaimlerChrysler.
Mercedes automobiles.
Automobile industry and trade -- Germany -- Management.
Automobile industry and trade -- Customer services -- Germany.
Browse Catalog
by author:
Michelli, Joseph A., 1960- author.
by title:
Driven to delight : ...
MARC Display
Driven to delight : delivering world-class customer experience the Mercedes-Benz way / Joseph A. Michelli.
by
Michelli, Joseph A., 1960- author.
New York : McGraw-Hill Education, c2016.
Subjects
DaimlerChrysler.
Mercedes automobiles.
Automobile industry and trade -- Germany -- Management.
Automobile industry and trade -- Customer services -- Germany.
ISBN:
9780071806305 (hardcover : alk. paper) :
007180630X (hardcover : alk. paper)
Description:
xvii, 282 pages : illustrations ; 24 cm
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.
Requests:
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Summary:
"Why are Mercedes-Benz customers so loyal and passionate? Because the people at Mercedes-Benz are Driven to Delight,"--Amazon.com.
Copy/Holding information
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Collection
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Hawaii State Library
Business, Science & Technology
658 Mi
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Horizon Information Portal 3.25_9884
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