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Customer Mania! It's Never Too Late to Build a Customer-Focused Company | 
 enlarge | Author: Ken Blanchard
Creators: Jim Ballard, Fred Finch
Publisher: Free Press
Category: Book
List Price: $19.95
Buy New: $2.17
You Save: $17.78 (89%)
New (51) Used (47) Collectible (3) from $0.43
Rating:  4 reviews
Sales Rank: 233860
Media: Hardcover
Pages: 208
Number Of Items: 1
Shipping Weight (lbs): 0.8
Dimensions (in): 8.2 x 5.4 x 1
ISBN: 0743270282
Dewey Decimal Number: 658.812
EAN: 9780743270281
ASIN: 0743270282
Publication Date: November 2, 2004
Availability: Usually ships in 1-2 business days
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Product 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. 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. 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.
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| Customer Reviews:
A page-turning read steeped in the senses of yesteryear. November 5, 2006
Midwest Book Review (Oregon, WI USA)
0 out of 2 found this review helpful
Former college instructor and journalist R. D.. Snowcroft presents The Blanchard Brothers Film Company, a novel set at the beginning of the twentieth century - when motion pictures were just beginning to spread as a form of popular entertainment in the nickelodeons frequented by the lower classes, while the upper classes watched theater and the middle classes attended vaudeville. In these times fraught with potential, the hub of motion pictures in America was on the East Cost, not the West; The Blanchard Brothers Film Company is a tale of two brothers whose vibrant studio flourished and faded. One brother was destined for fame and greatness in Hollywood; the other would fall into obscurity. The dynamics of the dog-eat-dog world of popular cinema, even in its infancy, make for a page-turning read steeped in the senses of yesteryear.
 Another good book from Blanchard October 30, 2006
Integrity Trainer (Northbrook, IL USA)
1 out of 1 found this review helpful
This is an easy to read book with leadership principles for people in all levels of leadership.
This should be called "The CEO's Bible" August 23, 2005
Teresa (Louisville, Ky United States)
6 out of 6 found this review helpful
I had worked for YUM! for 4 days when I went to my first Founder's Day celebration -the day that Ken Blanchard and David Novak (YUM! CEO) gave out these books. I didn't know what to think! The environment was SO different from what I was used to. Why were these people standing on chairs, hooting and yelling, cheering and clapping and having FUN at a biyearly meeting? How did they get so many people to volunteer to speak in front of a 3000+ crowd, when most meetings of under 20 you hardly ever get anyone to speak up?
I took the book home and read it cover to cover, trying to figure out what Customer Mania was and how do I become a Customer Maniac? I have worked in customer service for years, and the answer was simple: Do it right, and do it right the first time, because you WANT to. Things I had wanted to do under other bosses to help my customers get what they need and want, but was afraid to, because the Boss wouldn't understand or it would cost too much, or take too much time, or wasn't our department. At YUM! there is no such thing as "not my department". If that is a customer who needs your help, then that customer IS your department.
The book gives great anecdotes to illustrate his point in an easy to read, easy to understand manner. You feel as though Mr. Blanchard were sitting across from you talking to you in person. YUM! has a ways to go in really winning over its customer base, in assuring the customer that YUM! will be there no matter what to make sure they have a great experience in one of their restarants, but we are getting there.
And the marching band walking through the building to recognize outstanding employees? It's true.
Every CEO of every company should read this. The things that YUM! does to recognize its employees for a job well done on a daily basis doesn't add up to much in terms of time or money, but the return on that investment is phenomenal. Even as an entry level employee, I know that David Novak cares about the work I do and every day I give 210%, KNOWING that my leadership sees it and appreciates it.
I'm a raving fan of Customer Mania ! ! ! December 18, 2004
Sheldon Bowles
3 out of 11 found this review helpful
Having had the honor and privilege of co-authoring Raving Fans with Ken Blanchard, I waited with eager anticipation for Customer Mania! Knowing Ken as I do I had set my expectations high. Ken has exceeded them!
Along with Jim Ballard, a co-author with Ken on the phenomenally successful Whale Done, and Ken's long time associate and friend, Fred Finch, Ken has crafted yet another typical Blanchard book - an easy read with easy to understand practical ideas that may be simple, but not simplistic. Customer Mania! focuses on the four keys of setting your sights on the right target, then treating customers and employees the right way and finally, building the right kind of leadership. The wisdom and direction on this last point alone make this book a must read for any manager serious about creating raving fans.
One huge strength of this book is that it is based on the real life business experience of Yum corporation. The frontline insights and tips must have cost Yum millions upon millions of dollars to learn. I note Amazon is selling the book for $13.57. That's got to be the greatest deal since the Dutch bought Manhattan!
Customer Mania! is a worthy companion to Raving Fans and I urge every one of the more than a million people who have bought Raving Fans to order their copy of Customer Mania! now!
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