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

Joseph Michelli

Anno: 2015
Rilegatura: Hardback
Pagine: 304 p.
Testo in English
Dimensioni: 239 x 160 mm
Peso: 528 gr.
  • EAN: 9780071806305
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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."