Everyone talks about creating a "customer - centered culture". In Customer Culture, the executive who pioneered the legendary customer culture of FedEx shows exactly how to go beyond talk and make it happen - for real! Michael D. Basch identifies the key culture 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 - at companies ranging from UPS to Cisco to the newest startups - Basch shows how to inculate 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.