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

By Michael D. Basch

Book Overview

It takes hard work and decisions to ensure customer-centric behaviour from all your employees - not just slogans and happy thoughts. Everyone talks about creating a customer-centered culture but in... This description may be from another edition of this product.

• Format: Hardcover
• Language: English
• ISBN: 0130353310
• ISBN13: 9780130353313
• Release Date: June 2002
• Publisher: Financial Times Management
• Length: 274 Pages
• Weight: 1.60 lbs.
• Dimensions: 9.3" x 1.3" x 6.3"

Customer Reviews

READ IT

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 Service; The critical element for success!

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.

Clear, Concise and Accurate

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.

Refreshingly readable/ Great Gift

The great thing about this book is that Mike didn't do that "consultant thing" of over-stuffing hsi book with a bunch of useless graphs, tables and such. He actually tells a story, or several of them. And each of them both entertain and educate.As the CEO of a new services marketing company, I've gotten an incredible amount of clear and usable advice from this book... that I can apply! Many business books leave you in "quadrant quicksand". When you're building a company, you need solid advice. You need to know what people who've been there before did to solve the common business problems you encounter. You need the comfort of knowing that you're not the first company to struggle with what seem like insurmountable obstacles. We like this book so much that we use it as a gift for potential new customers. For [the cost]we can give another business person something that he'll get real value out of. Even if they don't become our customer, hopefully they'll profit from Michael Basch's wisdom and improve the way they do business.

Definitive, Clear, Concise.

I've really enjoyed this book. It's the best business book I've read in the last year. While the stories that Michael Basch has relayed in this book happened while he was a founding chief executive at FedEx, they are lessons that could be applied to any corporation, small or large in America. The "Wedding Dress" is one of my favorite lessons, but there are countless more. The sub-title says it all.... "How FedEx and Other Great Companies Put the Customer First Every Day". For those companies that don't understand that simple mantra, this book is for them. Indeed, even for those that "got it", this book will remind them why putting the customer first is such a good mantra to follow. Definitive, clear, concise and easy read. I liked this book.