Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way
portes grátis
Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way
Michelli, Joseph
McGraw-Hill Education - Europe
12/2015
304
Dura
Inglês
9780071806305
15 a 20 dias
581
Descrição não disponível.
Foreword by Steve Cannon, President & CEO,
Mercedes-Benz USA xi
Acknowledgments xv
1: Introduction 1
2: Building the Map 19
3: From Promises to Committed Action 41
4: Examining and Refining Every Touchpoint 61
5: Measuring Customer Experience: The Voice of the Customer as a Tool for Change 79
6: Alignment, Accountability, and Tools for the Front Line 99
7: Delight Is a People Business 117
8: Fully Committed to Growth and Development 139
9: Driving Process and Technological Change 157
10: Integrating Processes into Enterprisewide Solutions 179
11: Success Achieved 203
12: How Good Can Good Be? 225
Conclusion: Driving Your Road to Consumer Delight 245
Glossary 255
Bibliography 265
Index 276
Mercedes-Benz USA xi
Acknowledgments xv
1: Introduction 1
2: Building the Map 19
3: From Promises to Committed Action 41
4: Examining and Refining Every Touchpoint 61
5: Measuring Customer Experience: The Voice of the Customer as a Tool for Change 79
6: Alignment, Accountability, and Tools for the Front Line 99
7: Delight Is a People Business 117
8: Fully Committed to Growth and Development 139
9: Driving Process and Technological Change 157
10: Integrating Processes into Enterprisewide Solutions 179
11: Success Achieved 203
12: How Good Can Good Be? 225
Conclusion: Driving Your Road to Consumer Delight 245
Glossary 255
Bibliography 265
Index 276
Este título pertence ao(s) assunto(s) indicados(s). Para ver outros títulos clique no assunto desejado.
Foreword by Steve Cannon, President & CEO,
Mercedes-Benz USA xi
Acknowledgments xv
1: Introduction 1
2: Building the Map 19
3: From Promises to Committed Action 41
4: Examining and Refining Every Touchpoint 61
5: Measuring Customer Experience: The Voice of the Customer as a Tool for Change 79
6: Alignment, Accountability, and Tools for the Front Line 99
7: Delight Is a People Business 117
8: Fully Committed to Growth and Development 139
9: Driving Process and Technological Change 157
10: Integrating Processes into Enterprisewide Solutions 179
11: Success Achieved 203
12: How Good Can Good Be? 225
Conclusion: Driving Your Road to Consumer Delight 245
Glossary 255
Bibliography 265
Index 276
Mercedes-Benz USA xi
Acknowledgments xv
1: Introduction 1
2: Building the Map 19
3: From Promises to Committed Action 41
4: Examining and Refining Every Touchpoint 61
5: Measuring Customer Experience: The Voice of the Customer as a Tool for Change 79
6: Alignment, Accountability, and Tools for the Front Line 99
7: Delight Is a People Business 117
8: Fully Committed to Growth and Development 139
9: Driving Process and Technological Change 157
10: Integrating Processes into Enterprisewide Solutions 179
11: Success Achieved 203
12: How Good Can Good Be? 225
Conclusion: Driving Your Road to Consumer Delight 245
Glossary 255
Bibliography 265
Index 276
Este título pertence ao(s) assunto(s) indicados(s). Para ver outros títulos clique no assunto desejado.
