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

Joseph A. Michelli, Ph.D., is an internationally sought-after speaker and business consultant whose clients include Bridgestone Firestone, Nokia, The Hartford Insurance Group, and UCLA Health System. The author of the bestselling The Starbucks Experience, he has appeared on The Glenn Beck Show and CNBC’s On the Money.

• Foreword by Steve Cannon, President & CEO,Mercedes-Benz USA xiAcknowledgments xv1: Introduction 12: Building the Map 193: From Promises to Committed Action 414: Examining and Refining Every Touchpoint 615: Measuring Customer Experience: The Voice of the Customer as a Tool for Change 796: Alignment, Accountability, and Tools for the Front Line 997: Delight Is a People Business 1178: Fully Committed to Growth and Development 1399: Driving Process and Technological Change 15710: Integrating Processes into Enterprisewide Solutions 17911: Success Achieved 20312: How Good Can Good Be? 225Conclusion: Driving Your Road to Consumer Delight 245Glossary 255Bibliography 265Index 276