Customer culture : how FedEx and other great companies put the customer first every day

Customer culture how FedEx and other great companies put the customer first every day

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! Drawin...

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Detalles Bibliográficos
Autor principal: Basch, Michael (-)
Formato: Libro electrónico
Idioma:Inglés
Publicado: Upper Saddle River, NJ : Financial Times, Prentice Hall c2002.
Edición:1st edition
Colección:Financial Times Prentice Hall books
Financial Times Prentice Hall books
Materias:
Corporate culture.
Organizational effectiveness.
Quality of work life.
Customer loyalty.
Corporate culture > Case studies.
Organizational effectiveness > Case studies.
Organizational Culture.
Efficiency, Organizational.
Consumer Behavior.
Public Relations.
Electronic books.
Ver en Biblioteca Universitat Ramon Llull:https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009628162206719
Tabla de Contenidos:
  • The Theory
  • America, You Have a New Airline and ... a New Standard of Service
  • Systems Drive People
  • A UPS Systems Example: Reducing Transaction Costs ...
  • Problem
  • Systemic Cause
  • Solution
  • Result
  • Another UPS Example: An Elegant Solution to Reduce Mis-sorts
  • Problem
  • Systemic Cause
  • Solution
  • Result
  • A Federal Express Example: On-time Departure
  • Problem
  • Systemic Cause
  • Results
  • Vision
  • The First Need of People Is to Have Their Physical Needs Met
  • Stage Two Is Meeting Informational Needs
  • Stage Three Is Meeting Emotional Needs
  • Stage Four Is Spiritual Needs
  • Values as Words Versus Values as Actions
  • Goals
  • Relevance
  • You Get What You Recognize
  • Invention of the EAGLE Card
  • Legendary Stories Encourage Legendary Behaviors
  • You Can't Manage or Innovate What You Can't Measure
  • A Good Example Where Feedback Has Been Lost Is the U.S. Healthcare System
  • Extraordinary Service Is Delivered by its Creators
  • The Application
  • The Phoenix Dog Piss Theory
  • Big Companies Are Like Big Ships--Slow to Move and Slow to Change
  • Systemize the Routine; Humanize the Exception
  • You Can Turn Angry Customers into Raving Fans Simply by Solving Their Problems
  • The Single Egg Organization
  • The Single Egg Organization
  • Federal Express Creates FedEx Services
  • Larson-Juhl Combines Sales and Service Locally
  • Bell Sports Sets Up Separate Companies
  • The Hierarchy of Horrors
  • The Seven Dynamics of Change
  • Dynamics of Change Exercise
  • How to Deal with the Dynamics of Change.

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