Customer Culture
How FedEx and Other Great Companies Put the Customer First Every Day
Many people have written about creating customer-centered organizations. Michael Basch actually did it--better than anyone else. He was the co-founder of Federal Express, and the VP of Sales, Marketing and Customer Service. He built the systems, created the processes and developed the culture that made FedEx the legend it still is today in customer management and support. CustomerCulture is about consciously building the customer-centered organization where every employee is focused on serving their customers for sustained, profitable growth over the long haul... and it is now available in paperback. The people and companies that are constantly customer-centered are the "evolutionary forces" that continue to grow and innovate in their neverending quest for finding better ways. This is the definition of "CustomerCulture." In this book, Basch shows how any organization--from a small dental practice to a multinational organization--can transform itself for the customer, and become more profitable along the way. Endorsed by Fred Smith, principal founder and CEO of FedEx and James Barksdale, co-founder of Netscape.
Beyond its central premise, the book can be read through the connected lenses of Nonfiction, Fiction. Those themes offer useful points of attention as the characters, ideas, or world develop, especially where the book complicates the expectations of its primary category.
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What the reading experience may hold
A fuller profile for choosing with more confidence—not just another copy of the preview.
Nonfiction · Fiction
Use these as starting points rather than limits; the most memorable books often stretch beyond their catalog labels.
No specific content concerns can be confirmed from the available English catalog information. Consult a publisher or reader-supplied guide when detailed warnings matter.
These notes are inferred from available catalog information and may not be complete. Check a publisher or reader-supplied guide if you need comprehensive warnings.
Balanced tone · Steady pace
A comfortable full-length choice for steady daily reading.
A good fit if…
Readers who want a thoughtful experience and enjoy noticing the connections beneath a book’s surface story.
This book's DNA
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This signal is descriptive, not a rating. It helps compare the kind of reading experience this edition may offer.
Spoiler-Free Emotional Arc
A broad estimate of the book’s emotional rhythm, shown without story events or outcomes.
This visualization is an interpretive estimate based on catalog description, categories, tone, pace, and content signals. It does not describe specific scenes.
A quick reading snapshot
Edition facts and catalog signals to help you decide whether this book fits what you want to read next.
- ISBN-13
- 978-0-1303-5331-3
- Language
- English
- Edition record
- OL9286038M
A more thoughtful way into this book
This guide uses the edition details and category signals above to help you choose deliberately. It does not replace the author's work or a full review.
A comfortable full-length choice for steady daily reading.
Begin with its place in Nonfiction, then notice where the book resists that label.
Read for connection, not completion.
Mark one passage that sharpens the book's central concern and one that complicates it. That tension often reveals more than a quick summary.
Three questions to carry with you
- Whose perspective organizes the story, and whose perspective remains outside it?
- Which sources or lived experiences carry the author’s central argument?
- How does the book change the way you understand its larger subject?
Editorial framework by Wesley Bryan, BookenDeX Founder and Editor.
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Why it fits: shares Nonfiction and Fiction, a similar reading length, a similar publication era.