Book description
Everyone talks about creating a "customer-centered culture." In CustomerCulture: How FedEx and Other Great Companies Put Their Customer First Every Day, the executive who pioneered FedExÕs legendary customer culture shows exactly how to go beyond talk and make it happen Ñ for real! Drawing on lessons learned at FedEx, Michael Basch identifies key cultural obstacles and leadership failures that dilute customer focus, and demonstrates exactly how to build systems and structures that help good people deliver outstanding service.
Table of contents
- Copyright
- Foreword
- Introduction
-
I. The Theory
- 1. America, You Have a New Airline and…a New Standard of Service
- 2. Systems Drive People
- 3. Vision
- 4. Values as Words Versus Values as Actions
- 5. Goals
- 6. Relevance
- 7. You Can't Manage or Innovate What You Can't Measure
- 8. Extraordinary Service Is Delivered by its Creators
- II. The Application
- III. The Results
Product information
- Title: Customer Culture: How FedEx® and Other Great Companies Put the Customer First Every Day
- Author(s):
- Release date: June 2002
- Publisher(s): Pearson
- ISBN: 0130353310
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