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    Customer Culture (Review and Analysis of Basch's Book)
    Customer Culture (Review and Analysis of Basch's Book)
    Customer Culture (Review and Analysis of Basch's Book)
    Ebook44 pages14 minutes

    Customer Culture (Review and Analysis of Basch's Book)

    By BusinessNews Publishing

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    About this ebook

    The must-read summary of Michael Basch's book: "Customer Culture: How FedEx and Other Great Companies Put the Customer First Every Day".

    This summary of the ideas from Michael Basch's book "Customer Culture" shows how building a business that focuses exclusively on what the customer wants requires the right systems to be put in place so that the company consistently acts to achieve that goal. In his book, the author explains that the behavior of employees is an extension of the company’s prevailing culture and beliefs, and this needs to be tackled first in order to serve customers well. By reading this summary, you will understand what makes up customer culture and the six elements needed to make sure you deliver an outstanding customer experience.

    Added-value of this summary:
    • Save time
    • Understand key principles
    • Improve the customer focus of your company

    To learn more, read "Customer Culture" and find out what you need to start doing today to make your customers the main focus of your business.
    LanguageEnglish
    PublisherBusiness Book Summaries
    Release dateFeb 15, 2013
    ISBN9782806239471
    Customer Culture (Review and Analysis of Basch's Book)

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      Book preview

      Customer Culture (Review and Analysis of Basch's Book) - BusinessNews Publishing

      Book Presentation: Customer Culture by Michael Basch

      Summary of Customer Culture (Michael Basch)

      Book Abstract

      MAIN IDEA

      Building a business organization which focuses exclusively on what the customer wants and needs doesn’t just happen by chance. Instead, the right systems need to be put in place so the people behave in ways consistent with that goal. And in any business, how people behave is an extension of the company’s prevailing culture and beliefs. So, to build a company that serves customers well, start by building the firm’s internal culture first.

      Customer Culture means to build a culture that focuses on providing superior customer experiences. This requires six elements:

      Vision – the compass – develop a clear picture of precisely what will constitute the desired customer experience.

      Values – the boundaries – the code of conduct or the way everyone in the organization will act towards customers.

      Goals – the deliverables – the specific time-critical results the organization aspires to achieve.

      Relevance – the determination level – the incentives and personal recognition people receive when they deliver on the goals.

      Action – the activities – which ideally will be the natural consequences of achieving the goals.

      Feedback – the scorecard – which lets the people know where they stand in relation to the goals.

      Therefore, concentrate on getting the system right and everything else will follow as a cause-and-effect. Put in place the right culture and your people won’t be able to do anything else except deliver outstanding customer experiences. And if you’re currently failing to deliver great customer experiences, don’t look at your people, look at your system for growing the appropriate culture.

      "Ordinary people working with extraordinary systems deliver extraordinary results. To put it another way, systems, not people, drive 95%

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