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

DRIVEN TO DELIGHT reveals:

• How Mercedes-Benz United states launched a multi-year system to raise their customer experience–also though their product had been “best in course.

  Mercedes-Benz.

  On the way, you’ll get yourself a rare first-hand extensive watch of a world-class firm in action. However in today’s marketplace, you need greater than a world-class item to outpace the competition–which is excatly why the executives at Mercedes-Benz United states set a training course to make a customer experience commensurate with their legendary vehicles.

  This is actually the tale of how a business became Powered to Delight.

• The way the Mercedes-Benz strategy can jump-begin any customer-powered business―by accelerating your dedication to the client experience. With unprecedented usage of company personnel, client experience professional Joseph Michelli charts the trip the company got and identifies the all-essential keys to driving take pleasure in any customer-based corporation. You’ll learn to:
  • Create a compelling eyesight for exceptional customer encounters
  • Identify the ever changing wants, requirements, and wishes of your client segments
  • Map out your key client journeys and quality value contact factors
  • Effectively evaluate consumer perceptions throughout their trip with you
  • Resolve customer requirements swiftly and continuously improve your delivery procedures
  • Link benefits and recognition to consumer experience excellence during your business

  These confirmed techniques are area of the Mercedes-Benz United states “Driven to Delight” tradition which sets a fresh gold regular in customer service, worker engagement, and peak efficiency. You’ll discover step-by-step strategies which can be customized to suit your business design and customer requirements.
  

  The name only conjures images of luxurious, innovation, quality, and functionality. You’ll observe how a “greatest or nothing” company became client obsessed, mile after mile, every year.� As the people in Mercedes-Benz are Powered to Delight

  In his previous bestsellers–The Starbucks Knowledge, The New Gold Regular, and Prescription for Excellence–Joseph Michelli revealed consumer experience procedures and strategies of much loved businesses.

  Joseph A. Michelli can be an internationally sought-after loudspeaker, writer, and organizational consultant. His books are the Starbucks Experience, THE BRAND NEW Gold Regular, The Zappos Knowledge, Leading the Starbucks Method, and Prescription for Excellence, which strike #1 on THE BRAND NEW York Times, Wall Road Journal, and United states Today bestseller lists. You’ll discover invaluable equipment like Vision Mapping, Consumer Journey Wheels, Customer-Centric Technique and Resource Planning Procedures –plus 20 Key Queries you may use to diagnose your improvement and steer your organization in the proper direction.
  

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  See also

  • American Icon: Alan Mulally and the Fight to Save Ford Motor Company
  • Retailing Management, 9th Edition
  • Digital Planet: Tomorrow's Technology and You, Introductory (10th Edition) (Computers Are Your Future)