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

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Books

Publisher: FT Press
List Price: $13.99
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Customer Ratings:

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.

DESCRIPTION:

Binding: Paperback
Dewey Decimal Number: 658
EAN: 9780131303201
ISBN: 0131303201
Label: FT Press
Manufacturer: FT Press
Number Of Items: 1
Number Of Pages: 304
Publication Date: 2003-06-29
Publisher: FT Press
Studio: FT Press


SIMILAR ITEMS:

• Changing How the World Does Business: Fedex's Incredible Journey to Success - The Inside Story
• FedEx Delivers: How the World's Leading Shipping Company Keeps Innovating and Outperforming the Competition
• Big Brown: The Untold Story of UPS
• The World on Time: The 11 Management Principles That Made FedEx an Overnight Sensation
• Driving Change: The UPS Approach to Business


CUSTOMER REVIEWS:

Customer Rating:
Summary: Great content, but not a good experience.
Comment: Before I say anything about the content, I'd like to make a couple of comments about the book itself. For me, books are a tactile pleasure. The weight of the book, the feel of the pages, the texture of the paper. 'The Customer Experience'.

This book - or my copy at least - felt cheap! The paper was thin, one can see type through the pages, the spine does not allow one to fully open the book without damaging it. And the printing itself was faded and 'weak'. Now that may have been my copy only, but as you can see it certainly made an impression, just not a very good one.

And that's a pity, because the content is really good. It is a true story, it's not some consultant trying to demonstrate how smart they are. It's real and incredibly useful. For those of you who are looking for case studies and actual examples of what delivering a superior customer experience actually looks and feels like, then this book is for you. As a senior member of the early FedEx team the author provides unique insights into building a successful customer focus culture - both the highlights and the lowlights. Seeing success in this areana, in this detail, is rare so it's well worth the read.

For me though, the experience wasn't good.
Customer Rating:
Summary: Outstanding, very powerful
Comment: "Customer Culture" has some very profound and powerful insights into how an to get the employees in a business to unite around providing excellent service.

"Customer Culture" provides a framework for building a customer oriented business culture. I consider "Customer Culture" to be one of the most valuable business books I have ever read.
Customer Rating:
Summary: READ IT
Comment: This is an excellant book. The authors write about the story of Fed Ex and how it was built and what it did to succeed. It also writes about companies who embed the Fed Ex culture into their company. You will enjoy.
Customer Rating:
Summary: Customer Service; The critical element for success!
Comment: Mike Basch has done a masterful job of explaining how FedEx and other companies have been successful by understanding their customers and consistently providing a service that is truly responsive to the customer needs. Basch clearly and concisely identifies the customer culture of these organizations through insightful illustrations and provides guidelines for others to follow. I especially like his creative definition of the organization's CEO - Customers, Employees and Owners. The book serves as a wonderful reminder to all of us in business that our number one priority is to meet the needs of our customers.
Customer Rating:
Summary: Clear, Concise and Accurate
Comment: The Customer Culture should be mandatory reading for anyone in business or thinking of going into business or management. The book not only reminds us that without Customers we have no business, but shows the reader how to keep the customers they already have while adding more. Mr. Basch guides the reader through time proven ideas of how to build a customer base, but more importantly cites examples of how these ideas where put to use in real world situations. Customer Culture is a top down approach for anyone at any level of management on how to build a more customer responsive and thus a better business.

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