Customer Culture How FedEx and Other Great Companies Put the Customer First Every Day 1st Edition by Michael Basch ISBN 978-0131303201 0131303201

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Product details: 

ISBN 10:  0131303201

ISBN 13:  978-0131303201

Author:  Michael D. Basch

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.

Table of contents: 

1 Customers. By now, you know how important they are. So do your competitors. But most companies simply haven’t delivered on the promise of customer focus. That gives you an immense opportunity—if only you can grab it.

2 CustomerCulture shows you how.

3 Author Michael Basch created FedEx’s legendary sales and service organization, founded its Business Logistics Division, and built its $100 million SuperHub.

4 Since then, companies worldwide have called upon his unparalleled insight into customer service.

5 Now, he’s distilled that insight into a hands-on roadmap for every company, regardless of size or industry.

6 No more lectures. No more “happy talk.” No more mission statements.

7 This is a detailed, start-to-finish plan for building a customer-centric culture—and systems that let good people deliver outstanding service.

8 Talk won’t do the job—it will take hard work, and the specific techniques, solutions, and insights you’ll find in only one place: CustomerCulture.

9 Good people + great systems = extraordinary results
– Why great systems are your #1 customer differentiator—and how to build them

10 Real examples, real solutions, real life
– Specific case studies and techniques from one of the world’s leading customer service experts

11 The six elements of a winning customer culture
– Vision, values, goals, relevance, feedback, and actions

12 Inculcating and strengthening a customer-centric business culture
– Beyond meaningless “happy talk” and mission statements

13 Why customer systems fail, and how to fix them
– Identifying systemic causes, ensuring goal clarity, and maximizing feedback

14 Moving your business up the value curve
– Meeting customer needs that transcend “mere” products and services

15 Customer focus: Beyond “happy talk”… to action
– “Walking the walk”: ensuring performance and accountability, from the corner office to the front lines

16 Building customer-focused systems that ensure urgency, focus, and reward

17 Avoiding “customer cancer”: organizational systems run amuck

18 Vision, values, goals, relevance, feedback—but above all, action

19 Endorsed by Fred Smith, Founder and CEO of FedEx

20 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.

21 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.

22 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.

23 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.

24 “Mike Basch was a key member of the early FedEx team that instilled the extreme dedication to customer service which revolutionized the transportation industry.” —Fred Smith, Founder and Chairman, FedEx

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Tags: Michael Basch, Customer Culture, FedEx and Other, the Customer