Driven to delight: delivering world-class customer experience the Mercedes-Benz way
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
New York
McGraw-Hill
[2016]
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| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | Literaturverzeichnis Seite 265-275 |
| Beschreibung: | xvii, 282 Seiten Illustrationen, Diagramme |
| ISBN: | 9780071806305 007180630X |
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Datensatz im Suchindex
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| adam_text | Titel: Driven to delight
Autor: Michelli, Joseph A
Jahr: 2016
Contents
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
CONTENTS
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
|
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| spelling | Michelli, Joseph A. 1960- aut Driven to delight delivering world-class customer experience the Mercedes-Benz way Joseph A. Michelli New York McGraw-Hill [2016] xvii, 282 Seiten Illustrationen, Diagramme txt rdacontent n rdamedia nc rdacarrier Literaturverzeichnis Seite 265-275 DaimlerChrysler Mercedes automobiles Automobile industry and trade Germany Management Automobile industry and trade Customer services Germany Mercedes Marke (DE-588)4038692-2 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 gnd rswk-swf Deutschland Mercedes Marke (DE-588)4038692-2 s Kundenmanagement (DE-588)4236865-0 s DE-604 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=029282353&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Michelli, Joseph A. 1960- Driven to delight delivering world-class customer experience the Mercedes-Benz way DaimlerChrysler Mercedes automobiles Automobile industry and trade Germany Management Automobile industry and trade Customer services Germany Mercedes Marke (DE-588)4038692-2 gnd Kundenmanagement (DE-588)4236865-0 gnd |
| subject_GND | (DE-588)4038692-2 (DE-588)4236865-0 |
| title | Driven to delight delivering world-class customer experience the Mercedes-Benz way |
| title_auth | Driven to delight delivering world-class customer experience the Mercedes-Benz way |
| title_exact_search | Driven to delight delivering world-class customer experience the Mercedes-Benz way |
| title_full | Driven to delight delivering world-class customer experience the Mercedes-Benz way Joseph A. Michelli |
| title_fullStr | Driven to delight delivering world-class customer experience the Mercedes-Benz way Joseph A. Michelli |
| title_full_unstemmed | Driven to delight delivering world-class customer experience the Mercedes-Benz way Joseph A. Michelli |
| title_short | Driven to delight |
| title_sort | driven to delight delivering world class customer experience the mercedes benz way |
| title_sub | delivering world-class customer experience the Mercedes-Benz way |
| topic | DaimlerChrysler Mercedes automobiles Automobile industry and trade Germany Management Automobile industry and trade Customer services Germany Mercedes Marke (DE-588)4038692-2 gnd Kundenmanagement (DE-588)4236865-0 gnd |
| topic_facet | DaimlerChrysler Mercedes automobiles Automobile industry and trade Germany Management Automobile industry and trade Customer services Germany Mercedes Marke Kundenmanagement Deutschland |
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