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.
