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

~ (Author) "It was March 12, 1973..." (more)
Key Phrases: pain button, ideal station, courtesy system, Federal Express, Paddi Lund, Hierarchy of Horrors (more...)

Editorial Reviews

Review

"Basch has captured in CustomerCulture the casual factors as to why certain companies excel in customerloyalty while others constantly struggle." -- Jim Barksdale, former CEO of Netscape

"Basch was a key memeber ofthe early FedEx team that instilled dedication to customer service that revolutionized the transportation industry." -- Frederick W. Smith, Founder and CEO, FedEx

"Creating raving fan customers is the only way to go... CustomerCulture will teach you how to do that every day." -- Ken Blanchard, coauthor

"Pray you read this book before your competition does!" -- Jay Abraham, author of --This text refers to an out of print or unavailable edition of this title.

Product Description

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.

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Product Details

• Paperback: 304 pages
• Publisher: FT Press (June 29, 2003)
• Language: English
• ISBN-10: 0131303201
• ISBN-13: 978-0131303201
• Product Dimensions: 9 x 5.9 x 0.7 inches
• Shipping Weight: 14.9 ounces (View shipping rates and policies)
• Average Customer Review: 4.7 out of 5 stars  See all reviews (7 customer reviews)
• Amazon.com Sales Rank: #864,532 in Books (See Bestsellers in Books)

Customer Reviews

Most Helpful Customer Reviews

4 of 4 people found the following review helpful:

5.0 out of 5 stars Refreshingly readable/ Great Gift, August 14, 2002

By	Carl Hammerdorfer (Tempe, AZ USA) - See all my reviews

This review is from: Customer Culture: How FedEx and Other Great Companies Put the Customer First Every Day (Hardcover)

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.

3 of 3 people found the following review helpful:

5.0 out of 5 stars Definitive, Clear, Concise., July 10, 2002

By A Customer

This review is from: Customer Culture: How FedEx and Other Great Companies Put the Customer First Every Day (Hardcover)

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.

2 of 2 people found the following review helpful:

3.0 out of 5 stars Great content, but not a good experience., March 24, 2007

By	David Laws "getbetterservice" (PA USA) - See all my reviews (REAL NAME)

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.