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Foreword by Steve Cannon, President & CEO, Mercedes-Benz USA xi Acknowledgments xv 1: Introduction 1 2: Building the Map 19 3: From Promises to Committed Action 41 4: Examining and Refining Every Touchpoint 61 5: Measuring Customer Experience: The Voice of the Customer as a Tool for Change 79 6: Alignment, Accountability, and Tools for the Front Line 99 7: Delight Is a People Business 117 8: Fully Committed to Growth and Development 139 9: Driving Process and Technological Change 157 10: Integrating Processes into Enterprisewide Solutions 179 11: Success Achieved 203 12: How Good Can Good Be? 225 Conclusion: Driving Your Road to Consumer Delight 245 Glossary 255 Bibliography 265 Index 276
Joseph A. Michelli, Ph.D., is an internationally sought-after speaker and business consultant whose clients include Bridgestone Firestone, Nokia, The Hartford Insurance Group, and UCLA Health System. The author of the bestselling The Starbucks Experience, he has appeared on The Glenn Beck Show and CNBCs On the Money.