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The executive who pioneered FedEx's legendary customer culture shows exactly how to go beyond talk and make it happen for real. Basch identifies the key cultura
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This is a guide to eliminating the waste of time, money and effort resulting from poor product development. It provides product definition requirements needed a
Customer Centricity
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Not all customers are created equal. Despite what the tired old adage says, the customer is not always right. Not all customers deserve your best efforts: in th
Creating a Customer-centered Culture
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Creating a Customer-Centered Culture shows you how to successfully apply existing traditional management tools to knowledge and service work. it teaches you to
A Culture of Service
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