Micheli, Joseph A. <br/><br/>
Driven to delight :  delivering world-class customer experience the Mercedes-Benz way / 
Joseph Michelli 
 - USA :  McGraw-Hill,   c2016 
 - xvii, 282 pages :  color illustrations ;  24 cm. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/>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. 
<br/><br/> "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." 
<br/><br/><label>ISBN: </label>9780071806305 
<br/><br/><label>Subjects--Topical Terms: </label><br/>INTERNATIONAL CENTRE FOR SETTLEMENT OF INVESTMENT DISPUTES<br/>WATER--POLLUTION--POLITICAL ASPECTS-- EL SALVADOR<br/>GOLD MINES AND MINING--ENVIRONMENTAL ASPECTS--EL SALVADOR
<br/><br/><label>LC Class. No.: </label>HD 9710 .M53 2016