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

ISBN-10: 0743270282
ISBN-13: 9780743270281
Edition: 2004
List price: $23.00 Buy it from $0.65
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Description: 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.InCustomer Mania!,  More...

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Book details

List price: $23.00
Copyright year: 2004
Publisher: Free Press
Publication date: 11/15/2004
Binding: Hardcover
Pages: 208
Size: 5.75" wide x 8.50" long x 0.75" tall
Weight: 0.792
Language: English

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.InCustomer 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. Along 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.

Kenneth Hartely Blanchard was born May 6, 1939, in Orange, New Jersey. He married Marjorie McKee, a business consultant, in 1962. He founded Blanchard Training and Development in 1977. Blanchard has cowritten several books on management, including one of the best-selling management books of all time, The One-Minute Manager (1982) with Spencer Johnson. In the book, the authors describe effective and efficient management skills. The basics to good management are setting goals, praising, and reprimanding. Blanchard says that these skills can easily be translated to work in the home as well as the office. Blanchard lives in San Diego, California.

Ken Blanchard has had an extraordinary impact on the day-to-day management of millions of people and companies. He is the author of several bestselling books, including the blockbuster international bestseller The One Minute Manager� In 2005 Ken was inducted into Amazon's Hall of Fame as #15 of the top 25 bestselling authors of all time. Ken lives, live in San Diego.Thad Lacinak has more than 29 years of marine mammal training and management experience and is currently Vice President and Corporate Curator for one of America's foremost marine parks. Thad is cofounder of Behavior International, a company dedicated to teaching proactive positive reinforcement techniques to the public. Thad lives in Orlando, Florida.Chuck Tompkins is Vice President of Animal Training at SeaWorld Orlando. Chuck is a dynamic motivational speaker who shares his 25 years of personal experience training killer whales and tells audiences how those same techniques apply to motivating people. Chuck lives in Orlando, Florida.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 world renown author and yogi Paramahansa Yogananda inspired Jim to write this wave fable. Jim lives in Amherst, Massachusetts.

The Do-Over
Yum! Meets the One Minute Manager
A Brief History of Yum! Brands
How to Build a Customer-Focused Company the Right Way
The Four Steps
Step One: Set Your Sights on the Right Target
Step Two: Treat Your Customers the Right Way
Step Three: Treat Your People the Right Way
Get the Right People on the Team: Recruiting and Hiring
Give People the Right Start: Training and Development
Give People the Right Help: Performance Management
Get People Wired In: Developing the Right Systems and Processes
Get People Inspired: Creating a Recognition Culture
Give People Opportunities To Grow: Career Planning the Right Way
Step Four: Have the Right Kind of Leadership
Next Steps
The High Hurdle: Cracking the Code on Customer Mania
It's Your Choice: The Yum! Door or the Dumb Door?
Acknowledgments

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