Chapter 4. Values as Words Versus Values as Actions

Values, when practiced by all employees, define a consistent customer experience in action. Values lay out the rules of the game that are being played by employees and observed by customers.

This chapter shows how to define and inculcate customer, employee, and owner-focused values at all levels of the organization.

Values are the noncompromisables that define the organization. They attempt to define what is acceptable and what is not. They are the in-bounds or fair play area of your business world.

A story that comes to mind that demonstrates values in an organization is often told by my friend, Frank Maguire. Frank worked for Kentucky Fried Chicken at the time that it was sold to Hublein, the ...

Get Customer Culture: How FedEx® and Other Great Companies Put the Customer First Every Day now with O’Reilly online learning.

O’Reilly members experience live online training, plus books, videos, and digital content from 200+ publishers.