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Book description

Everyone talks about creating a customer-centered culture. In CustomerCulture, the executive who pioneered FedExs 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 cant avoid -- if theyre 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.

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