Customer Culture

Michael D. Basch

Ft Press

2003

304 páginas

10h 8m

ISBN-13: 9780131303201

The executive who pioneered FedEx's legendary customer culture shows exactly how to go beyond talk and make it happen for real. 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.