Customer Culture: How FedEx® and Other Great Companies Put the Customer First Every Day

Part I. The Theory

This book is broken up into three parts: The Theory, The Application, and The Results.

This first part covers how the theory got formulated using the Federal Express start-up story as the primary example.

CustomerCulture is primarily about building an action/reaction culture where actions taken by employees are focused on customers. This part provides the theory and plenty of examples showing how the theory was developed and why it is a very practical way to run your organization or even to participate in an organization.