Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way
- 7h 31m 13s
- Joseph A. Michelli
- Brilliance Publishing
- 2015
New York Times bestselling author shares an inside look at how Mercedes-Benz transformed themselves 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.
In this Audiobook
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Chapter 1: Introduction
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Chapter 2: Building the Map
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Chapter 3: From Promises to Committed Action
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Chapter 4: Examining and Refining Every Touchpoint
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Chapter 5: Measuring Customer Experience: The Voice of the Customer as a Tool for Change
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Chapter 6: Alignment, Accountability, and Tools for the Front Line
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Chapter 7: Delight Is a People Business
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Chapter 8: Fully Committed to Growth and Development
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Chapter 9: Driving Process and Technological Change
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Chapter 10: Integrating Processes into Enterprisewide Solutions
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Chapter 11: Success Achieved
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Chapter 12: How Good Can Good Be?
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