Mercedes-Benz. Driven to delight (Spanish Edition) Book PDF, ePub eBook

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Book Descriptions:
De Joseph A. Michelli, autor bestseller #1 de The New York Times.

El plan que ayudó a hacer de Mercedes-Benz una de las organizaciones más efectivas del mundo en el servicio al cliente.

El sólo nombre de Mercedes-Benz hace que te imagines lujo, innovación, calidad y desempeño, pero se necesita algo más que un producto de clase mundial para superar a la competencia. Por eso, los ejecutivos de Mercedes-Benz crearon experiencias únicas para sus clientes que estuvieran alineadas con sus autos legendarios.

Mercedes-Benz Driven to Delight revela el plan de acción que utilizó esta compañía en Estados Unidos para catapultar a la empresa al primer lugar en los rankings de estudios nacionales de satisfacción al cliente, al tiempo que mantuvo el crecimiento del negocio. Esta es la historia de cómo la organización supo identificar los deseos, necesidades y sueños de sus clientes.

En este libro aprenderás cómo:

-Crear una gran visión para generar experiencias excepcionales al cliente.
-Identificar las necesidades cambiantes, requerimientos y deseos de tus clientes.
-Trazar los recorridos de tus clientes clave y los puntos de contacto de alto valor.
-Evaluar la percepción del cliente durante todo el proceso de servicio.
-Resolver sus necesidades con rapidez y mejorar constantemente el proceso de entrega.
-Asociar las recompensas y el reconocimiento con una excelente experiencia del cliente en tu organización.
-Con valiosas lecciones aprendidas directamente de los empleados de Mercedes-Benz, testimonios de fanáticos de la marca e innumerables consejos para crear tu propio mapa del éxito, este libro te muestra cómo afinar tu estrategia de negocios, deleitar a tus clientes e inyectarle combustible a tu equipo en el mediano y el largo plazo.

Mercedes-Benz. Driven to delight (Spanish Edition) by Joseph A. Michelli

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