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Customer Culture: How FedEx® and Other Great Companies Put the Customer First Every Day by Michael D. Basch

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Chapter 16. Anatomy of a Start-Up: Innovation in Action

Presently, I am involved in my 12th start-up and feel I would be remiss if I didn't describe the process and results of applying the principles proposed in this book in a start-up situation. Please keep in mind that this is a culture in formation with the ultimate outcome reasonably certain, but not yet experienced.

This story shows the power of implementing CustomerCulture principles during the period when the company's systems, habits, and sense of team are in their infant stages. This chapter demonstrates the power of innovation in action as an ongoing way of doing business.

The company, although nearly five years old, actively began selling about eight months prior to this writing. In that ...

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