Driven to delight : delivering world-class customer experience the Mercedes-Benz way /

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 yo...

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Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Michelli, Joseph A., 1960- (Autor)
Formato: Electrónico eBook
Idioma:Inglés
Publicado: New York : McGraw-Hill, [2016]
Temas:
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.
Germany.
Acceso en línea:Texto completo (Requiere registro previo con correo institucional)
Tabla de Contenidos:
  • 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?

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