Ebook: Customer culture: how Fed Ex and other great companies put the customer first every day

Theory: America, you have a new airline and a new standard of service; Systems drive people; Vision; Values as words versus values as actions; Goals; Relevance; You can't manage or innovate what you can't measure; Extraordinary service is delivered by its creators -- Application: Phoenix dog piss theory; Big companies are like big ships, slow to move and slow to change; Systemize the routine, humanize the exception; Single egg organization; Hierarchy of horrors; Seven dynamics of change -- Results: Paddi Lund story; Anatomy of a start-up, innovation in action; Anatomy of a turnaround, customer culture in transition; Vision of the ideal at a Federal Express station; UPS philosophy as stated by its founder.;[The author] identifies the 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 customer service.-Back cover.