Customer Culture: How FedEx and Other Great Companies Put the Customer First Every Day (Financial Times Prentice Hall Books,) - Hardcover

Basch, Michael D.

Hardcover

ISBN 10: 0130353310 ISBN 13: 9780130353313

Publisher: Financial Times/ Prentice Hall, 2002

Synopsis

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.

About this title

From the Back Cover:

Customers. By now, you know how important they are. So do your competitors. But most companies simply haven't delivered on the promise of customer focus. That gives you an immense opportunity—if only you can grab it. CustomerCulture shows you how.
Author Michael Basch created FedEx's legendary sales and service organization, founded its Business Logistics Division, and built its $100 million SuperHub. Since then, companies worldwide have called upon his unparalleled insight into customer service. Now, he's distilled that insight into a hands-on roadmap for every company, regardless of size or industry.
No more lectures. No more "happy talk." No more mission statements. This is a detailed, start-to-finish plan for building a customer-centric culture—and systems that let good people deliver outstanding service.
Talk won't do the job—it will take hard work, and the specific techniques, solutions, and insights you'll find in only one place- CustomerCulture. * Good people + great systems = extraordinary resultsWhy great systems are your #1 customer differentiator-and how to build them* Real examples, real solutions, real lifeSpecific case studies and techniques from one of the world's leading customer service experts* The six elements of a winning customer cultureVision, values, goals, relevance, feedback, and actions* Inculcating and strengthening a customer-centric business cultureBeyond meaningless "happy talk" and mission statements* Why customer systems fail, and how to fix themIdentifying systemic causes, ensuring goal clarity, and maximizing feedback* Moving your business up the value curveMeeting customer needs that transcend "mere" products and services
Customer focus- Beyond "happy talk"... to action!
"Walking the walk"- ensuring performance and accountability, from the corner office to the front lines
Building customer-focused systems that ensure urgency, focus, and reward
Avoiding "customer cancer"- organizational systems run amuck
Vision, values, goals, relevance, feedback-but above all, action
Endorsed by Fred Smith, Founder and CEO of FedEx
Everyone talks about creating a "customer-centered culture." In CustomerCulture, the executive who pioneered FedEx's legendary customer culture shows exactly how to go beyond talk and make it happen-for real! Michael Basch identifies the 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 customer service.
Drawing on lessons learned at FedEx—and at companies ranging from UPS to Cisco to the newest startups-Basch shows how to inculcate customer-focused cultures with the vision, values, goals, relevance, feedback, and actions needed to succeed. Step by step, he identifies the crucial decisions companies must make—and the hard work they can't avoid if they're going to "walk the walk" instead of just talking a good game about customer focus. "Mike Basch was a key member of the early FedEx team that instilled the extreme dedication to customer service which revolutionized the transportation industry."—Fred Smith,
Founder and Chairman,
FedEx

Synopsis:

Everyone talks about creating a "customer-centered culture." In CustomerCulture, the executive who pioneered FedEx's legendary customer culture shows exactly how to go beyond talk and make it happen -- for real! Michael Basch identifies the key cultural obstacles and leadership failures that dilute customer focus, and demonstrates how to build systems and structures that help good people deliver great customer service. Drawing on lessons learned at FedEx -- and at companies ranging from UPS to Cisco to the newest startups -- Basch shows how to inculcuate customer-focused cultures with the vision, values, goals, relevance, feedback, and actions required to succeed. Step by step, he identifies the crucial decisions companies must make -- and the hard work they can't avoid -- if they're going to "walk the walk" instead of just talking a good game about customer focus. Endorsed by Fred Smith, the principal founder of FedEx, and current CEO. For every executive, manager, and business strategist.

About this edition

• Publisher: Financial Times/ Prentice Hall
• Publication date: 2002
• ISBN 10: 0130353310
• ISBN 13: 9780130353313
• Binding: Hardcover
• Edition number: 1
• Number of pages: 304