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00000cam a2200000 i 4500 |
| 001 |
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OCoLC |
| 005 |
20220616143412.0 |
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|a 907445690
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|e rda
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|a HD9710.G44
|b D3845 2016
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| 082 |
0 |
0 |
|a 658
|2 23
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| 100 |
1 |
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|a Michelli, Joseph A.,
|d 1960-
|e author.
|0 http://id.loc.gov/authorities/names/n97104842
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| 245 |
1 |
0 |
|a Driven to delight :
|b delivering world-class customer experience the Mercedes-Benz way /
|c Joseph A. Michelli.
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| 264 |
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1 |
|a New York :
|b McGraw-Hill Education,
|c [2016]
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| 264 |
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4 |
|c ©2016
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| 300 |
|
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|a xvii, 282 pages :
|b illustrations ;
|c 24 cm
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| 336 |
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|a text
|b txt
|2 rdacontent
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| 337 |
|
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|a unmediated
|b n
|2 rdamedia
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| 338 |
|
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|a volume
|b nc
|2 rdacarrier
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| 504 |
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|a Includes bibliographical references (pages 265-275) and index.
|
| 505 |
0 |
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|a Foreword by Steve Cannon, President & CEO, Mercedes-Benz USA -- Acknowledgments -- 1 Introduction -- 2 Building the Map -- 3 From Promises to Committed Action -- 4 Examining and Refining Every Touchpoint -- 5 Measuring Customer Experience: The Voice of the Customer as a Tool for Change -- 6 Alignment, Accountability, and Tools for the Front Line -- 7 Delight Is a People Business -- 8 Fully Committed to Growth and Development -- 9 Driving Process and Technological Change -- Integrating Processes into Enterprisewide Solutions -- 11 Success Achieved -- 12 How Good Can Good Be? -- Conclusion: Driving Your Road to Consumer Delight -- Glossary -- Bibliography -- Index.
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| 520 |
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|a "Why are Mercedes-Benz customers so loyal and passionate? Because the people at Mercedes-Benz are Driven to Delight, "--Amazon.com.
|
| 610 |
2 |
0 |
|a DaimlerChrysler.
|0 http://id.loc.gov/authorities/names/n00121027
|
| 610 |
2 |
7 |
|a DaimlerChrysler.
|2 fast
|0 (OCoLC)fst00755082
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| 650 |
|
0 |
|a Mercedes automobiles.
|0 http://id.loc.gov/authorities/subjects/sh85083748
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| 650 |
|
0 |
|a Automobile industry and trade
|z Germany
|x Management.
|0 http://id.loc.gov/authorities/subjects/sh2007101735
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| 650 |
|
0 |
|a Automobile industry and trade
|x Customer services
|z Germany.
|0 http://id.loc.gov/authorities/subjects/sh85010151
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| 650 |
|
7 |
|a Automobile industry and trade
|x Customer services.
|2 fast
|0 (OCoLC)fst00822971
|
| 650 |
|
7 |
|a Automobile industry and trade
|x Management.
|2 fast
|0 (OCoLC)fst00823005
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| 650 |
|
7 |
|a Mercedes automobiles.
|2 fast
|0 (OCoLC)fst01016907
|
| 651 |
|
7 |
|a Germany.
|2 fast
|0 (OCoLC)fst01210272
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| 907 |
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f |
f |
|p Can Circulate
|a Michigan State University-Library of Michigan
|b Michigan State University
|c MSU Gast Business Library
|d MSU Gast Business Library
|t 0
|e HD9710.G44 D3845 2016
|h Library of Congress classification
|i Printed Material
|m 31293022843159
|n 1
|
