Instruct: Classify a given review into positive or negative sentiment.
Query: Customer Service; The critical element for success!

Mike Basch has done a masterful job of explaining how FedEx and other companies have been successful by understanding their customers and consistently providing a service that is truly responsive to the customer needs. Basch clearly and concisely identifies the customer culture of these organizations through insightful illustrations and provides guidelines for others to follow. I especially like his creative definition of the organization's CEO - Customers, Employees and Owners. The book serves as a wonderful reminder to all of us in business that our number one priority is to meet the needs of our customers.