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Customer Culture
Michael D. Basch
其他書名
How FedEx and Other Great Companies Put the Customer First Every Day
出版FT Press, 2002
主題Business & Economics / Customer RelationsBusiness & Economics / EntrepreneurshipBusiness & Economics / ManagementBusiness & Economics / Management ScienceBusiness & Economics / Strategic PlanningBusiness & Economics / Organizational BehaviorBusiness & Economics / Workplace Culture
ISBN01303533109780130353313
URLhttp://books.google.com.hk/books?id=pQz131RxyzkC&hl=&source=gbs_api
EBookSAMPLE
註釋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 how to build systems and structures that help good people deliver great customer service. Drawing on lessons learned at FedEx -- and at companies ranging from UPS to Cisco to the newest startups -- Basch shows how to inculcuate customer-focused cultures with the vision, values, goals, relevance, feedback, and actions required 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. Endorsed by Fred Smith, the principal founder of FedEx, and current CEO. For every executive, manager, and business strategist.