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Author: Joseph Michelli Publisher: McGraw Hill Professional ISBN: 007181227X Category : Business & Economics Languages : en Pages : 288
Book Description
A Wall Street Journal bestseller Why are Mercedes-Benz customers so loyal and passionate? Because the people at Mercedes-Benz are Driven to Delight 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. 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.
Author: Joseph Michelli Publisher: McGraw Hill Professional ISBN: 007181227X Category : Business & Economics Languages : en Pages : 288
Book Description
A Wall Street Journal bestseller Why are Mercedes-Benz customers so loyal and passionate? Because the people at Mercedes-Benz are Driven to Delight 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. 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.
Author: Joseph Michelli Publisher: McGraw-Hill Education ISBN: 9780071806305 Category : Business & Economics Languages : en Pages : 304
Book Description
A Wall Street Journal bestseller Why are Mercedes-Benz customers so loyal and passionate? Because the people at Mercedes-Benz are Driven to Delight 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. 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.
Author: Marcello Di Cintio Publisher: Biblioasis ISBN: 1771963859 Category : Social Science Languages : en Pages : 271
Book Description
Shortlisted for the Bressani Literary Prize • A Globe and Mail Book of the Year • A CBC Books Best Canadian Nonfiction of 2021 In conversations with drivers ranging from veterans of foreign wars to Indigenous women protecting one another, Di Cintio explores the borderland of the North American taxi. “The taxi,” writes Marcello Di Cintio, “is a border.” Occupying the space between public and private, a cab brings together people who might otherwise never have met—yet most of us sit in the back and stare at our phones. Nowhere else do people occupy such intimate quarters and share so little. In a series of interviews with drivers, their backgrounds ranging from the Iraqi National Guard, to the Westboro Baptist Church, to an arranged marriage that left one woman stranded in a foreign country with nothing but a suitcase, Driven seeks out those missed conversations, revealing the unknown stories that surround us. Travelling across borders of all kinds, from battlefields and occupied lands to midnight fares and Tim Hortons parking lots, Di Cintio chronicles the many journeys each driver made merely for the privilege to turn on their rooflight. Yet these lives aren’t defined by tragedy or frustration but by ingenuity and generosity, hope and indomitable hard work. From night school and sixteen-hour shifts to schemes for athletic careers and the secret Shakespeare of Dylan’s lyrics, Di Cintio’s subjects share the passions and triumphs that drive them. Like the people encountered in its pages, Driven is an unexpected delight, and that most wondrous of all things: a book that will change the way you see the world around you. A paean to the power of personality and perseverance, it’s a compassionate and joyful tribute to the men and women who take us where we want to go.
Author: Barbara Trapido Publisher: Bloomsbury Publishing USA ISBN: 1620408775 Category : Fiction Languages : en Pages : 368
Book Description
Jem McCrail is a fantastical godsend to the timid young Alice Pilling. "Like a dropped acorn,†? she appears halfway through the week, halfway through the term, and halfway through Miss Aldridge's Silent Reading Hour. Through the doorway she barely clears, wearing clothes like the urchin she encountered in her favorite P. G. Wodehouse story, Jem leads the stammering Alice into a world of culture, truancy, and bizarrerie-a world far beyond the dull lessons of school. The girls cultivate a steadfast bond based on a wicked and encircling sense of humor, an impish joy in indelicate literature, and Mozart's The Magic Flute. Then, as abruptly as she came, Jem disappears. The years and schools that follow, as well as the lovers, do not dim the image of the wondrous Jem. The disheartened Alice is almost ready to settle into an ordinary life when an accident and the intervention of a latter-day fallen angel impel her to go on one more wild and extravagant journey. Like the opera it echoes, the result is pure enchantment. "Why did it take me so long to discover the singular joys of Barbara Trapido's novels? Why, for so many years, had I missed these witty, soulful, heartbreaking, expansive, brilliant tales? I have become a literary evangelist on her behalf. On account of my badgering, all my friends now love her, too.I won't rest until everyone in America has read (and fallen in love with) this fabulous author.†? -Elizabeth Gilbert
Author: Clay Travis Publisher: Harper Collins ISBN: 0062010417 Category : Biography & Autobiography Languages : en Pages : 386
Book Description
There is no college ball more passionate and competitive than football in the Southeastern Conference, where seven of the twelve schools boast stadiums bigger than any in the NFL and 6.5 million fans hit the road every year to hoot and holler their teams to victory. In September 2006, popular sports columnist and lifelong University of Tennessee fan Clay Travis set out on his "Dixieland Delight Tour." Without a single map, hotel reservation, or game ticket, he began an 8,000-mile journey through the beating heart of the Southland. As Travis toured the SEC, he immersed himself in the bizarre game-day rituals of the common fan, brazenly dancing with the chancellor's wife at a Vanderbilt frat party, hanging with University of Florida demigod quarterback Tim Tebow, and abandoning himself totally to the ribald intensity and religious fervor of SEC football. Dixieland Delight is Travis's hilarious, loving, irreverent, and endlessly entertaining chronicle of a season of ironic excess in a world that goes a little crazy on football Saturdays.
Author: MaryJanice Davidson Publisher: Penguin ISBN: 1101205679 Category : Fiction Languages : en Pages : 324
Book Description
In the realm between the living and the undead, between human and immortal, four of today's most thrilling authors explore the delight that ensues when opposites come together in these never-before-published paranormal tales... New York Times bestselling author MaryJanice Davidson challenges a charlatan exorcist with a sexy dead woman-and an unnatural romance. USA Today bestselling author Emma Holly introduces a beautiful scientist to the realm of the Demon World...and an irresistible male she has experimented on. National bestselling author Vickie Taylor throws a hell-bent man into the arms of a beautiful dark angel who is driven by ethereal desires of her own. And national bestselling author Catherine Spangler gives a vampire prostitute a last chance at redemption when an angelic hunk offers her a night of divine lovemaking.
Author: Akhil Sharma Publisher: W. W. Norton & Company ISBN: 0393285359 Category : Fiction Languages : en Pages : 192
Book Description
A Life of Adventure and Delight delivers eight masterful stories from dazzlingly original and critically acclaimed author Akhil Sharma. Hailed as a storyteller whose fiction is “a glowing work of art” (Wall Street Journal), Akhil Sharma is possessed of a narrative voice “as hypnotic as those found in the pages of Dostoyevsky” (The Nation). In A Life of Adventure and Delight, Sharma delivers eight masterful stories that focus on Indian protagonists at home and abroad and that plunge the reader into the unpredictable workings of the human heart. A young woman in an arranged marriage awakens one day surprised to find herself in love with her husband. A retired divorcé tries to become the perfect partner by reading women’s magazines. A man’s longstanding contempt for his cousin suddenly shifts inward when he witnesses his cousin caring for a sick woman. Tender and darkly comic, the protagonists in A Life of Adventure and Delight deceive themselves and engage in odd behaviors as they navigate how to be good, how to make meaningful relationships, and the strengths and pitfalls of self-interest. Elegantly written and emotionally immediate, the stories provide an intimate, honest assessment of human relationships between mothers and sons, sons and lovers, and husband and wives from a dazzlingly original, critically acclaimed writer.
Author: Joe Heapy Publisher: Kogan Page Publishers ISBN: 0749483024 Category : Business & Economics Languages : en Pages : 217
Book Description
Service design is the activity of utilizing resources and people to build and sustain services that not only meet customers' needs, but also add that little bit of magic or true competitive advantage. In an overcrowded marketplace there is often little opportunity to break away from the pack and influence customer perceptions; Customer-Driven Transformation demonstrates how to use design thinking as a driver for organizational change to translate your vision into compelling services that will delight your customers. How did companies like Netflix, Airbnb and Uber revolutionize industries and win loyal followers? They started here. By thinking about what customers need foremost, you can reinvent your value proposition and deliver services that work. Customer-Driven Transformation shows how to instill an outside-in approach to strategy, moving away from management that's technology, marketing or resource optimization-led, towards being customer-inspired and experimental with innovation. It is a practical guide for any business to lead a transformational programme and use design thinking to change how services are created, ensuring they are expertly designed, elegant in use and advance in customer-mindedness. With ground-breaking case studies from the likes of E.On Energy, Hyundai Motor Company and Bupa, this cutting-edge book will empower companies to take control of customer experience and deliver long-lasting and impactful change. Focusing on one of the hottest management topics, it is an inspiring read for any business leader to understand how to reinvent their value proposition, gain market share and win customers.
Author: Joseph A. Michelli Publisher: McGraw Hill Professional ISBN: 0071773908 Category : Business & Economics Languages : en Pages : 347
Book Description
THE #1 NEW YORK TIMES AND WALL STREET JOURNAL BESTSELLER! “Like any business, a hospital must be true to its core values in order to succeed. ‘Trickle-down values’ start at the top with the best leadership, so that all the stakeholders understand and carry out the institution’s mission. That is the gift that David F einberg has brought to U CLA. I am in awe of his management skills.” —Lynda Resnick, owner of Pom Wonderful, Fiji Water, Teleflora, and Wonderful Pistachios “With clear purpose, unwavering principles, and steadfast leadership, the people at UCLA have established a new bar, a compelling promise, for what healthcare can and should be.” —David M. Lawrence, M.D., former CEO, Kaiser Permanente “An absorbing and educational account of a large institution’s astonishing transformation. The strong, courageous, and focused leadership of David Feinberg and his outstanding team is evident on every page. A tremendous lesson for all large enterprises.” —William E. Simon, Jr., cochairman, William E. Simon & Sons “Most leadership authors describe how to apply common-sense principles. Michelli is a notable exception. He artfully describes the compelling, uncommon leadership practices that transformed UCLA Health System. The resulting lessons are plentiful and powerful for today’s business leader.” —Lee J. Colan, Ph.D., author of Sticking to It: The Art of Adherence About the Book: Joseph Michelli, author of The Starbucks Experience and The New Gold Standard, is among the world’s top authorities on the principles of creating an organizational culture dedicated to service excellence. In these bestselling books, he examines how leading service companies dominate their respective industries with innovative customerexperience strategies. Now, Michelli turns his attention to one of the most complex, controversial, and critical industries—healthcare. In Prescription for Excellence, Michelli provides an inside look at an organization that has become the envy of its industry—and explains how you can dominate your own industry by using the same approach. UCLA Health System is revered worldwide for its top-tier patient/customer care. Great physicians, nurses, researchers, and staff are only part of the equation; UCLA’s overall success is a result of organization-wide collaboration that is driven by leaders with a shared vision of unyielding excellence. Michelli breaks down UCLA’s approach into five simple principles: Commit to Care Leave No Room for Error Make the Best Better Create the Future Service Serves Us From administrative offices to operating rooms to research centers, continued adherence to these five principles has guided UCLA to financial strength, social significance, and sustainability. The best part is that these principles translate to any industry, so you, too, can achieve similar goals. Michelli gives you the tools to adapt UCLA’s ideas, systems, and leadership principles into your own best practices. Whether it is a healthcare organization, a financial institution, or a neighborhood hair salon, good business begins and ends with customer connection. When all workers in an organization focus on providing quality care for those they serve, success inevitably follows. Business is always personal; UCLA’s leadership ensures that this simple truth drives every UCLA employee, every day. Apply the lessons Michelli spells out in Prescription for Excellence to create a system that ensures that your people take business personally, day in and day out.
Author: Joseph Michelli
Author: Joseph Michelli
Author: Joseph Michelli
Author: Joseph A. Michelli
Author: Marcello Di Cintio
Author: Barbara Trapido
Author: Clay Travis
Author: MaryJanice Davidson
Author: Akhil Sharma
Author: Joe Heapy
Author: Joseph A. Michelli