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Loading... Customer Mania! It's Never Too Late to Build a Customer-Focused Companyby Ken Blanchard, Jim Ballard (Author), Fred Finch (Author)
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Sign up for LibraryThing to find out whether you'll like this book. No current Talk conversations about this book. I've typically been impressed with Ken Blanchard's books. This one didn't work for me for a few reasons. First, it was hard to get excited by the trio of fast food restaurants when all three have gone downhill. Second,mthe format just didn't work, especially the back and forth between theory, then application, then grading Yum! Brands success. The most valuable lesson to me was on p. 160-162 where he talks about the importance of humility in a leader. no reviews | add a review
Awards
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. No library descriptions found. |
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Google Books — Loading... GenresMelvil Decimal System (DDC)658.812Technology Management and auxiliary services Management Of MarketingLC ClassificationRatingAverage:
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Read my complete review at: http://www.memoriesfrombooks.com/2015/06/customer-mania-its-never-too-late-to.ht... ( )