Customer Reviews

Customer Culture: How FedEx and Other Great Companies Put the Customer First Every Day

5 star:		(6)
4 star:		(0)
3 star:		(1)
2 star:		(0)
1 star:		(0)

 

 

The great thing about this book is that Mike didn't do that "consultant thing" of over-stuffing hsi book with a bunch of useless graphs, tables and such. He actually tells a story, or several of them. And each of them both entertain and educate.

As the CEO of a new services marketing company, I've gotten an incredible amount of clear and usable advice from this book... that I can apply! Many business books leave you in "quadrant quicksand". When you're building a company, you need solid advice. You need to know what people who've been there before did to solve the common business problems you encounter. You need the comfort of knowing that you're not the first company to struggle with what seem like insurmountable obstacles.

We like this book so much that we use it as a gift for potential new customers. For [the cost]we can give another business person something that he'll get real value out of. Even if they don't become our customer, hopefully they'll profit from Michael Basch's wisdom and improve the way they do business.

I've really enjoyed this book. It's the best business book I've read in the last year. While the stories that Michael Basch has relayed in this book happened while he was a founding chief executive at FedEx, they are lessons that could be applied to any corporation, small or large in America. The "Wedding Dress" is one of my favorite lessons, but there are countless more.

The sub-title says it all.... "How FedEx and Other Great Companies Put the Customer First Every Day". For those companies that don't understand that simple mantra, this book is for them. Indeed, even for those that "got it", this book will remind them why putting the customer first is such a good mantra to follow.

Definitive, clear, concise and easy read. I liked this book.

Before I say anything about the content, I'd like to make a couple of comments about the book itself. For me, books are a tactile pleasure. The weight of the book, the feel of the pages, the texture of the paper. 'The Customer Experience'.

This book - or my copy at least - felt cheap! The paper was thin, one can see type through the pages, the spine does not allow one to fully open the book without damaging it. And the printing itself was faded and 'weak'. Now that may have been my copy only, but as you can see it certainly made an impression, just not a very good one.

And that's a pity, because the content is really good. It is a true story, it's not some consultant trying to demonstrate how smart they are. It's real and incredibly useful. For those of you who are looking for case studies and actual examples of what delivering a superior customer experience actually looks and feels like, then this book is for you. As a senior member of the early FedEx team the author provides unique insights into building a successful customer focus culture - both the highlights and the lowlights. Seeing success in this areana, in this detail, is rare so it's well worth the read.

For me though, the experience wasn't good.

"Customer Culture" has some very profound and powerful insights into how an to get the employees in a business to unite around providing excellent service.

"Customer Culture" provides a framework for building a customer oriented business culture. I consider "Customer Culture" to be one of the most valuable business books I have ever read.

This is an excellant book. The authors write about the story of Fed Ex and how it was built and what it did to succeed. It also writes about companies who embed the Fed Ex culture into their company. You will enjoy.

Mike Basch has done a masterful job of explaining how FedEx and other companies have been successful by understanding their customers and consistently providing a service that is truly responsive to the customer needs. Basch clearly and concisely identifies the customer culture of these organizations through insightful illustrations and provides guidelines for others to follow. I especially like his creative definition of the organization's CEO - Customers, Employees and Owners. The book serves as a wonderful reminder to all of us in business that our number one priority is to meet the needs of our customers.

The Customer Culture should be mandatory reading for anyone in business or thinking of going into business or management. The book not only reminds us that without Customers we have no business, but shows the reader how to keep the customers they already have while adding more. Mr. Basch guides the reader through time proven ideas of how to build a customer base, but more importantly cites examples of how these ideas where put to use in real world situations. Customer Culture is a top down approach for anyone at any level of management on how to build a more customer responsive and thus a better business.