Customer culture: how Fedex and other great companies put the customer first every day
Language: English Publication details: London : Prentice-Hall, 2003Description: 274pISBN: 0131303201Subject(s): Customer careGenre/Form: Customer care LOC classification: HF5415.5Summary: Everyone talks about creating a 'customer-centered culture.' In Customer Culture, the executive who pioneered FedEx's legendary customer culture shows exactly how to go beyond talk and make ot happen. 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 identifies the crucial decisions companies must make - and the hard work they can't avoid - if they are going to put theory into practice instead of just talking a good game about customer focus.| Item type | Current library | Call number | Copy number | Status | Date due | Barcode |
|---|---|---|---|---|---|---|
| Book - Standard loan | CAFRE Loughry Library | HF5415.5 BAS (Browse shelf(Opens below)) | 1 | Available | 191348 |
Everyone talks about creating a 'customer-centered culture.' In Customer Culture, the executive who pioneered FedEx's legendary customer culture shows exactly how to go beyond talk and make ot happen. 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 identifies the crucial decisions companies must make - and the hard work they can't avoid - if they are going to put theory into practice instead of just talking a good game about customer focus.
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