Customer Culture How FedEx and Other Great Companies Put the Customer First Every Day 1st Edition by Michael Basch ISBN 0131303201 9780131303201 by Michael D. Basch 0130353310, 9780130353313 instant download after payment.

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Product details:

ISBN 10: 0131303201 
ISBN 13: 9780131303201
Author: Michael Basch

Many people have written about creating customer-centered organizations. Michael Basch actually did it--better than anyone else. He was the co-founder of Federal Express, and the VP of Sales, Marketing and Customer Service. He built the systems, created the processes and developed the culture that made FedEx the legend it still is today in customer management and support.

CustomerCulture is about consciously building the customer-centered organization where every employee is focused on serving their customers for sustained, profitable growth over the long haul... and it is now available in paperback. The people and companies that are constantly customer-centered are the "evolutionary forces" that continue to grow and innovate in their neverending quest for finding better ways. This is the definition of "CustomerCulture." In this book, Basch shows how any organization--from a small dental practice to a multinational organization--can transform itself for the customer, and become more profitable along the way.

Endorsed by Fred Smith, principal founder and CEO of FedEx and James Barksdale, co-founder of Netscape.

Customer Culture How FedEx and Other Great Companies Put the Customer First Every Day 1st Table of contents:

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

9. The Phoenix Dog Piss Theory

10. Big Companies Are Like Big Ships — Slow to Move and Slow to Change

11. Systemize the Routine; Humanize the Exception

12. The Single Egg Organization

13. The Hierarchy of Horrors

14. The Seven Dynamics of Change

15. The Paddi Lund Story

16. Anatomy of a Start-Up: Innovation in Action

17. Anatomy of a Turnaround: Customer Culture

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Tags: Michael Basch, Customer, Culture