Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way

ISBN: 9789814660594
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RM69.89

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.

 
Product Details

Publisher,Mc Graw Hill College
Publication Date,
Format, Paperback
Weight, 550 g
No. of Pages,

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