Customer Mania!, Kenneth Blanchard
Customer Mania!, Kenneth Blanchard
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Customer Mania!
It's Never Too Late to Build a Customer-Focused Company

Author: Kenneth Blanchard, Jim Ballard, Fred Finch

Narrator: Kenneth Blanchard

Unabridged: 5 hr 17 min

Format: Digital Audiobook Download (DRM Protected)

Published: 11/01/2004


Synopsis

In Customer Mania!, Ken Blanchard, one of America's biggest bestselling authors and inspiring business leaders, writes of the key to customer service—creating a people-oriented, performance-driven, customer-first organization.

Customer service is the single most pressing problem for business managers and people in any service or sales operation, especially at the retail level. In fact, many experts believe that you build a business from the customer up. With coauthors Jim Ballard and Fred Finch, Blanchard explains why the customer is the right starting place from which to build a successful business. By drawing on examples from the world's largest restaurant company, Yum!—owner of KFC, Taco Bell, Pizza Hut, Long John Silver's, and A&W Restaurants—the authors explain how any company, large or small, can develop a unified, people-first, customer-oriented culture. Packed with practical insights, Customer Mania! emphasizes four critical steps:

• Set Your Sights on the Right Target. The bottom line grows from taking care of customers and creating a motivating environment for your people.
• Treat Customers the Right Way. Determine the kind of experience you want your customers to have as they interact with every part of the company.
• Treat Employees the Right Way. Use strategies ranging from smart hiring to training and development to managing performance and creating a recognition culture.
• Build the Right Kind of Leadership. You can't do it all yourself, so let your people put their own brains to work and then support them all the way.

By relying on these concepts, businesses everywhere can cultivate passionate and engaged team members who contribute to the company's overall success. From CEO to middle manager to the person facing the consumer, Customer Mania! is a vital tool for enhancing their experience -- and their customer's.

About Kenneth Blanchard

Kenneth Hartley Blanchard is an author, business consultant, and motivational speaker. His writing career includes over sixty published books, most of which are coauthored books.

About Jim Ballard

Jim Ballard has written a number of inspirational books, including Mind Like Water and What's the Rush? He has coauthored several popular books along with bestselling business guru Ken Blanchard. Teachings of the worldrenown author and yogi Paramahansa Yogananda inspired Jim to write this wave fable. Jim is a business consultant, hospice volunteer, and Big Brother. He lives in Amherst, Massachusetts. Please visit Jim's website at www.littlewave.org.


Reviews

Goodreads review by Nada on June 27, 2015

Customer Mania: It's Never Too Late to Build a Customer-Focused Company by Ken Blanchard, Jim Ballard, and Fred Finch presents a framework for creating a customer-focused organization through an actual case study - Yum! Brands - the parent company of Taco Bell, Pizza Hut, and KFC. The book is neatly......more

Goodreads review by Patti Wahley on November 04, 2019

Great reminder of how to build a company Great book that help you have the right focus on both employees and customers. Tons of practical wisdom that can be applied to every day life.......more

Goodreads review by José on April 14, 2019

Buenísimo ¡imperdible¡ todo aquel que trabaje y/lidere equipos de servicio a clientes debe leerlo......more

Goodreads review by David on February 21, 2014

Pretty nice book about having passion on what it is you do and seeking ways to get better. Unfortunately for Yum! Brands, seems KFC will always be slow service no matter what change practices are implemented. (For health advocates, perhaps seen as a good thing of promoting the idea of how KFC is eve......more

Goodreads review by Mousa on June 25, 2014

This book has really changed my perspective, not only in my career; but also in my day-to-day decisions.I just refuse the idea of Ken Blanchard being an Author of Motivational-Business-Books. I'd rather prefer to describe his books as Methodical ones. And this very book has strengthened this belief.......more