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9780071806305

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

by
  • ISBN13:

    9780071806305

  • ISBN10:

    007180630X

  • Edition: 1st
  • Format: Hardcover
  • Copyright: 2015-12-08
  • Publisher: McGraw Hill
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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

Supplemental Materials

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The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.

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