Customer Culture: How FedEx and Other Great Companies Put the Customer First Every Day (Financial Times Prentice Hall Books,) - Hardcover

Basch, Michael D.

Hardcover

ISBN 10: 0130353310 ISBN 13: 9780130353313

Verlag: Financial TImes Prentice Hall, 2002

Inhaltsangabe

Everyone talks about creating a "customer-centered culture." In CustomerCulture: How FedEx and Other Great Companies Put Their Customer First Every Day, the executive who pioneered FedExÕs legendary customer culture shows exactly how to go beyond talk and make it happen Ñ for real! Drawing on lessons learned at FedEx, Michael Basch identifies 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 service.

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Über die Autorin bzw. den Autor

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 Fed Ex 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 tracing system, built its SuperHub, and founded the FedEx Logistics Division.

 

Before joining FedEx, Basch spent eight years with UPS in Sales, Personnel, Operations, and Industrial Engineering. After leaving FedEx, he founded and served as President of Service Impact, a firm specializing in advancing the art, science, and practice of leadership.

 

He is currently Chief Information Officer at Enalasys Corporation, a company based in Calexico, CA that develops advanced energy management system solutions that enable governments and utilities to manage energy usage in homes and small businesses.

Details zur Ausgabe

• Verlag: Financial TImes Prentice Hall
• Erscheinungsdatum: 2002
• ISBN 10: 0130353310
• ISBN 13: 9780130353313
• Einband: Tapa dura
• Sprache: Englisch
• Anzahl der Seiten: 304
• Kontakt zum Hersteller: Nicht verfügbar