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Item Information   Holdings     Summary     More Content       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:  0 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 Location Collection Call No. Status   Hawaii State Library Business, Science & Technology 658 Mi Checked In Add Copy to MyList

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