Includes bibliographical references (pages 265-275) and index.
Contents
Foreword by Steve Cannon, President & CEO, Mercedes-Benz USA -- Acknowledgments -- 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? -- Conclusion: Driving Your Road to Consumer Delight -- Glossary -- Bibliography -- Index.
Summary
"Why are Mercedes-Benz customers so loyal and passionate? Because the people at Mercedes-Benz are Driven to Delight, "--Amazon.com.
