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

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Michelli, Joseph A.

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ISBN:9780071806305
Editorial: UK-Mcgraw-Hill
Fecha de la edición:2015
Encuadernación:
Nº Pág.:304
Idiomas:Ingles,Inglés

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A first-hand 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."