# Highly Recommended《Bran-New Hardcover Edition + How Mercedes-Benz Transformed Into a Best-In-Class, Customer-Obsessed Winner With Customer Experience》Joseph Michelli - DRIVEN TO DELIGHT: Delivering World-Class Customer Experience the Mercedes-Benz Way
This New York Times Bestseller in Hardcover Edition is highly insightful , powerful and inspiring international bestseller book is a bran-new book and nicely wrapped with protective book-wrapper. The original new book is sold at usual price RM 117.00 (Hardcover), now here only RM38. New York Times bestselling author shares an inside look at how Mercedes-Benz transformed themselves into a best-in-class, customer-obsessed organization. Why are Mercedes-Benz customers so loyal and passionate? Because the people at Mercedes-Benz are Driven to Delight A firsthand 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. Acclaimed author Joseph Michelli 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.” In his previous bestsellers--The Starbucks Experience, The New Gold Standard, and Prescription for Excellence--Joseph Michelli revealed customer experience practices and strategies of beloved businesses. Now, in this timely new book, he shares the greatest customer-driven insights behind one of the most iconic brand names in the world: Mercedes-Benz USA. DRIVEN TO DELIGHT reveals: ● How Mercedes-Benz USA launched a multi-year program to elevate their customer experience--even though their product was already “best in class.” ● How they activated people, improved processes, and deployed technology to emotionally engage customers. ● How the Mercedes-Benz approach can jump-start any customer-driven business―by accelerating your commitment to the customer experience. 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, Driven to Delight will help you retool your strategies, reignite your customers, and refuel your team for the long haul. Mercedes-Benz. The name alone conjures images of luxury, innovation, quality, and performance. But in today’s market, you need more than a world-class product to outpace the competition--which is why the executives at Mercedes-Benz USA set a course to create a customer experience in keeping with their legendary cars. This is the story of how an organization became Driven to Delight. It reveals the action plan Mercedes-Benz USA used to catapult the company to first place rankings in national customer satisfaction studies while at the same time growing sales and profits. With unprecedented access to company personnel, customer experience expert Joseph Michelli charts the journey the company took and identifies the all-important keys to driving delight in any customer-based organization. You’ll learn how to: ● Create a compelling vision for exceptional customer experiences ● Identify the ever changing wants, needs, and desires of your customer segments ● Map out your key customer journeys and high value contact points ● Effectively evaluate customer perceptions throughout their journey with you ● Resolve customer needs swiftly and constantly improve your delivery processes ● Link rewards and recognition to customer experience excellence throughout your organization These proven techniques are part of the Mercedes-Benz USA “Driven to Delight” culture which sets a new gold standard in customer service, employee engagement, and peak performance. You’ll find step-by-step strategies that can be customized to fit your business model and customer needs. You’ll discover invaluable tools like Vision Mapping, Customer Journey Wheels, Customer-Centric Strategy and Resource Planning Processes --plus 20 Key Questions you can use to diagnose your progress and steer your company in the right direction. Along the way, you’ll get a rare first-hand comprehensive view of a world-class company in action. You’ll see how a “best or nothing” organization became customer obsessed, mile after mile, year after year. Most importantly, you’ll learn how to ramp up your own customer experience, rev up your customer commitment, and take your customers on a journey that’s bound to delight--the Mercedes-Benz way. Another excellent book by Joseph Michelli. If you want to understand Mercedes-Benz (MB) and how they run their business, then this book will get you there. If you're not a fan of this car company or have never driven one, no worries. The book provides a roadmap on how to create a culture within your business that has a top notch customer experience. A lot of credit is given to the CEO Stephen Cannon who was instrumental in focusing on this aspect of the business. The tagline for MB is 'The best or nothing.' They work to surprise and delight the customer. Lots of planning occurred, journey mapping was used, measurements were taken. Many readers enjoyed the various quotes of famous leaders and others that were sprinkled throughout the book. MB set up many programs in-house including DaSH-drive a star home-for employees to borrow a car and experience driving it. Lots of surveys were done. Employees also were immersed in the brand, attended leadership training, and more. All of this is detailed in the book. Later on, other processes were created to encourage dealers-MB Select, mbrace, Premier Express, Digital Service Drive. As it saids, there is lots of detail, and helpful summaries at the end of each chapter. Well done, no typos, and fascinating. ----------------------------------------------------- Joseph Michelli : How to Become a Leader in Customer Experience “Driven to Delight” There are leaders, followers, and…well people who just get in the way! Which are you? In business today, it takes leadership to build a business that consistently engages customers. If customers aren’t emotionally connected to your brand, through the experiences you provide, you will be vulnerable to offers and solicitations from your competitors. Such was the case for Mercedes-Benz! Mercedes-Benz has long delivered on the brand promise “best or nothing” when it came to product innovation, safety, and even marketing prowess. However, calling US dealerships’ “best or nothing” when it came to customer experience would have been a stretch. For approximately 3 years I’ve worked with Mercedes-Benz USA (MBUSA) executives as they transformed their organization into a verifiable customer experience leader. In my book Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, I offer tools and tactics everyone can use to be customer experience leaders within and beyond their industries. Here are a 6 key takeaways: ● Good Leaders Are Good Followers – Phew, you aren’t alone on a journey of customer experience excellence. Be a student of companies and leaders that are delivering consistently engaging experiences for their customers. MBUSA leadership studied Zappos, The Ritz-Carlton Hotel Company, Starbucks, and others as they embarked on their transformation. ● Aim High – Your customers are having experiences with providers far outside your competitive set. Strive not to just be the “best-in-class” – instead strive to be the “best-of-the-best.” Leaders at Mercedes-Benz USA didn’t want to be the best among automobile companies; they wanted to be the best of those perennially recognized for experience excellence. ● Success Starts with Closing Your Mouth – The world is filled with people who talk a lot. If you are someone who truly listens, you will have a distinctive business advantage. When it comes to employees and customers, disciplined listening highlights wants, needs, and desires and allows you to begin to think of innovative solutions to meet those needs. Oh, by the way, by listening I mean using all your senses to tune in to those you serve. For example, listen with your eyes. At Mercedes-Benz USA, extensive training on active listening and empathizing was offered enterprise-wide early and repetitively along their journey. ● Don’t be Caught Without Your Map – Unless you happen to enjoy wandering about aimlessly, a customer journey map is an essential tool for streamlining customer experience improvement. Journey maps, such as those developed at MBUSA, detail your business from the customer’s perspective. They enable everyone in your organization to see your customer’s pain points, understand high value contact points, and execute to provide customer ease. ● Feedback is Your Friend – Mercedes-Benz USA and other customer-focused businesses develop tools to effectively capture and leverage “real-time” customer feedback both at the operational (transactional) and the relational (emotional) level. ● Obsess and Share – Don’t make this the “year of the customer.” Develop a culture that tirelessly talks about your customer – one that sustains an obsession concerning customer needs. Mercedes-Benz USA has dedicated years to a concept they refer to as being “Driven to Delight.” That dedication is evidenced in robust training programs as well as constant sharing of customer delight stories. Alas, they also share stories where customers were less than delighted. Those stories create teachable moments for improving future customer experiences. You might think … I’m not Mercedes-Benz! I don’t have their budget. How does someone like me transform my customer experience without breaking the bank? In truth, Mercedes-Benz USA leaders mobilized their staff and the employees at their more than 370 plus dealerships by prioritizing the customer and reprioritizing existing programs and resources to serve them. They didn’t spend their way to success! You can do the same. Study the best, set audacious customer experience goals, listen, map out your customer journey, leverage feedback, and maintain a robust conversation about customer needs, victories, and opportunities within your organization. About the Author Joseph A. Michelli is an internationally sought-after speaker, author, and organizational consultant. His books include The Starbucks Experience, The New Gold Standard, The Zappos Experience, Leading the Starbucks Way, and Prescription for Excellence, which hit #1 on the New York Times, Wall Street Journal, and USA Today bestseller lists.
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