Customer Culture

How FedEx and other Great Companies put the customer first every day

Michael D. Basch

266 pages, parution le 19/07/2002

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Résumé

"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

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.

Contents

Pt. 1 The Theory
Ch. 1 America, You Have a New Airline and ... a New Standard of Service
Ch. 2 Systems Drive People
Ch. 3 Vision
Ch. 4 Values as Words Versus Values as Actions
Ch. 5 Goals
Ch. 6 Relevance
Ch. 7 You Can't Manage or Innovate What You Can't Measure
Ch. 8 Extraordinary Service Is Delivered By its Creators
Pt. 2 The Application
Ch. 9 The Phoenix Dog Piss Theory
Ch. 10 Big Companies Are Like Big Ships - Slow to Move and Slow to Change
Ch. 11 Systemize the Routine: Humanize the Exception
Ch. 12 The Single Egg Organization
Ch. 13 The Hierarchy of Horrors
Ch. 14 The Seven Dynamics of Change
Pt. 3 The Results
Ch. 15 The Paddi Lund Story
Ch. 16 Anatomy of a Start-Up: Innovation in Action
Ch. 17 Anatomy of a Turnaround: Customer Culture in Transition
App. A The Vision of the Ideal at a Federal Express Station
App. B The UPS Philosophy as Stated by Its Founder

Caractéristiques techniques

	PAPIER
Éditeur(s)	Prentice Hall
Auteur(s)	Michael D. Basch
Parution	19/07/2002
Nb. de pages	266
Format	16 x 23,5
Couverture	Relié
Poids	660g
Intérieur	Noir et Blanc
EAN13	9780130353313