Driven to delight : delivering world-class customer experience the mercedes-benz way / Joseph A. Michelli.

Format:

Book

Author/Creator:

Michelli, Joseph A., 1960- author.

Language:

English

Subjects (All):

Automobile industry and trade--Germany--Management.

Automobile industry and trade.

Automobile industry and trade--Customer services--Germany.

Mercedes automobiles.

DaimlerChrysler.

Physical Description:

1 online resource (1 volume) : illustrations

Edition:

1st edition

Place of Publication:

New York, United States of America : McGraw-Hill Education, 2016.

System Details:

text file

Summary:

A Wall Street Journal bestseller Why are Mercedes-Benz customers so loyal and passionate? Because the people at Mercedes-Benz are Driven to Delight In his previous bestsellers-- The Starbucks Experience, The New Gold Standard , and Prescription for Excellence-- Joseph Michelli revealed customer experience practices and strategies of beloved businesses. Now, in this timely new book, he shares the greatest customer-driven insights behind one of the most iconic brand names in the world: Mercedes-Benz USA. DRIVEN TO DELIGHT reveals: How Mercedes-Benz USA launched a multi-year program to elevate their customer experience--even though their product was already “best in class.” How they activated people, improved processes, and deployed technology to emotionally engage customers. How the Mercedes-Benz approach can jump-start any customer-driven business—by accelerating your commitment to the customer experience. 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, Driven to Delight will help you retool your strategies, reignite your customers, and refuel your team for the long haul. Mercedes-Benz. The name alone conjures images of luxury, innovation, quality, and performance. But in today’s market, you need more than a world-class product to outpace the competition--which is why the executives at Mercedes-Benz USA set a course to create a customer experience in keeping with their legendary cars. This is the story of how an organization became Driven to Delight. It reveals the action plan Mercedes-Benz USA used to catapult the company to first place rankings in national customer satisfaction studies while at the same time growing sales and profits. With unprecedented access to company personnel, customer experience expert Joseph Michelli charts the journey the company took and identifies the all-important keys to driving delight in any customer-based organization. You’ll learn how to: Create a compelling vision for exceptional customer experiences Identify the ever changing wants, needs, and desires of your customer segments Map out your key customer journeys and high value contact points Effectively evaluate customer perceptions throughout their journey with you Resolve customer needs swiftly and constantly improve your delivery processes Link rewards and recognition to customer experience ...

Contents:

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?

Notes:

Includes bibliographical references and index.

Description based on print version record.

ISBN:

9780071812276

007181227X

9780071806305

007180630X

OCLC:

934650193