Customer Culture: How FedEx and Other Great Companies Put the Customer First Every Day by 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.
MICHAEL BASCH was a founding officer of FedEx, where he spent 10 years as Senior Vice President. He was part of the explosively creative management team that took FedEx from 0 to $1 billion, as it built a company cited by Fortune as one of the decade's most well-managed companies. Basch led the teams that invented FedEx's bar code tracking system, built its SuperHub and founded the FedEx Logistics Division. He is currently Chief Information Officer at Enalasys Corporation, a company based in Calexico, CA that develops advanced energy management system solutions enabling governments and utilities to manage energy usage in homes and small businesses.