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

Includes bibliographical references and index.

Foreword -- 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 -- 10 Integrating Processes into Enterprisewide Solutions -- 11 Success Achieved -- 12 How Good Can Good Be? -- Conclusion: Driving Your Road to Consumer Delight -- Glossary -- Bibliography -- Index.

"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 your team for the long haul."