{"product_id":"driven-to-delight-delivering-worldclass-customer-experience-the-mercedesbenz-way-9780071806305","title":"Driven to Delight Delivering WorldClass Customer","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003e\u003cp\u003e\u003cb\u003e\u003ci\u003eA firsthand look at how Mercedes-Benz transformed itself into a best-in-class, customer-obsessed organization.\u003c\/i\u003e\u003c\/b\u003e\u003c\/p\u003e\u003cp\u003e\u003ci\u003eDriven to Delight\u003c\/i\u003e offers an exclusive, behind-the-scenes look at CEO Steve Cannon and his leadership teamâs ambitious, multi-pronged strategy to elevate the companyâs customer experience to best-in-class across all brands and industries.\u003c\/p\u003e\u003cp\u003eThe 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 leadershipâs vision, strategy, and tactical steps to create and sustain the wide-sweeping actions needed to deliver a customer experience that lives up to the companyâs brand promise, âœthe best or nothing.â\u003c\/p\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTable of Contents\u003c\/b\u003e\u003cbr\u003e\u003cp\u003eForeword by Steve Cannon, President \u0026amp; CEO,\u003cbr\u003eMercedes-Benz USA xi\u003cbr\u003eAcknowledgments xv\u003c\/p\u003e\u003cp\u003e1: Introduction 1\u003cbr\u003e2: Building the Map 19\u003cbr\u003e3: From Promises to Committed Action 41\u003cbr\u003e4: Examining and Refining Every Touchpoint 61\u003cbr\u003e5: Measuring Customer Experience: The Voice of the Customer as a Tool for Change 79\u003cbr\u003e6: Alignment, Accountability, and Tools for the Front Line 99\u003cbr\u003e7: Delight Is a People Business 117\u003cbr\u003e8: Fully Committed to Growth and Development 139\u003cbr\u003e9: Driving Process and Technological Change 157\u003cbr\u003e10: Integrating Processes into Enterprisewide Solutions 179\u003cbr\u003e11: Success Achieved 203\u003cbr\u003e12: How Good Can Good Be? 225\u003c\/p\u003e\u003cp\u003eConclusion: Driving Your Road to Consumer Delight 245\u003c\/p\u003e\u003cp\u003eGlossary 255\u003cbr\u003eBibliography 265\u003cbr\u003eIndex 276\u003c\/p\u003e","brand":"McGraw-Hill Education - Europe","offers":[{"title":"Default Title","offer_id":48732179202391,"sku":"9780071806305","price":29.59,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9780071806305.jpg?v=1719995856","url":"https:\/\/bookcurl.com\/products\/driven-to-delight-delivering-worldclass-customer-experience-the-mercedesbenz-way-9780071806305","provider":"Book Curl","version":"1.0","type":"link"}