Titel: Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way
Verlag: McGraw-Hill Companies
Erscheinungsjahr: 2015
Sprache: Englisch
ISBN-10: 007180630X
ISBN-13: 9780071806305
Einband: Hardcover
Zustand: Very Good
Zustand des Schutzumschlags: No Jacket
Gewicht: 1,23�Pfund

�ber diesen Titel

Inhaltsangabe

A firsthand look at how Mercedes-Benz transformed itself 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.

The author reveals how leaders within the organization drove the transformation of the operational and cultural environments at Mercedes-Benz through their strategic vision, Driven to Delight. Nowhere else can you find this in-depth, all-access look at senior leadership’s vision, strategy, and tactical steps to create and sustain the wide-sweeping actions needed to deliver a customer experience that lives up to the company’s brand promise, “the best or nothing.”

�ber die Autorin bzw. den Autor

Joseph A. Michelli, Ph.D., is an internationally sought-after speaker and business consultant whose clients include Bridgestone Firestone, Nokia, The Hartford Insurance Group, and UCLA Health System. The author of the bestselling The Starbucks Experience, he has appeared on The Glenn Beck Show and CNBC’s On the Money.

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