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

Basch, Michael D.

ISBN 10: 0130353310 / ISBN 13: 9780130353313

Edité par Financial Times Management, 2002

Supports Goodwill of Silicon Valley job training programs. The cover and pages are in very good condition! The cover and any other included accessories are also in very good condition showing some minor use. The spine is straight, there are no rips tears or creases on the cover or the pages. N° de réf. du vendeur GWSVV.0130353310.VG

Synopsis :

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.

À propos de l'auteur:

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.

Détails bibliographiques

Titre : Customer Culture: How Fedex and Other Great ...
Éditeur : Financial Times Management
Date d'édition : 2002
Reliure : Couverture rigide
Etat : very_good