Customer Culture: How FedEx® and Other Great Companies Put the Customer First Every Day

Chapter 8. Extraordinary Service Is Delivered by its Creators

The CustomerCulture is now in place. Your frontline people can articulate the vision of the company. They have a good idea of the values and rules of the game. The goals are clear and relevant. People receive feedback on how they are doing against their goals.

Now, you're ready to capitalize on the CustomerCulture. You're ready to get your people fired up about serving their customers, and the way to do that is let them do it.

At this point, most senior managers bring employees to meetings and expose them to great speakers or launch customer service training meetings, but there is a much simpler answer.

Here's the point. Let your employees invent how they're going to serve their customers. ...