Introduction -- Building the map -- From promises to committed action -- Examining and refining every touchpoint -- Measuring customer experience : the voice of the customer as a tool for change -- Alignment, accountability, and tools for the front line -- Delight is a people business -- Fully committed to growth and development -- Driving process and technological change -- Integrating processes into enterprisewide solutions -- Success achieved -- How good can good be?
Summary
Filled with exclusive front-seat insights from Mercedes-Benz employees; eye-opening testimonials from passionate Mercedes-Benz fans; and solid nuts-and-bolts advice for creating your own consumer-aligned road map; this book will help you retool your strategies; reignite your customers; and refuel your team for the long haul. -- Edited summary from book
