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

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


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

ratings:
3.5/5 (2 ratings)
Length:
5 hours
Released:
Nov 1, 2004
ISBN:
9780743544962
Format:
Audiobook

Also available as...

Also available as bookBook

Also available as...

Also available as bookBook

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. 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.

From CEO to middle manager to the person facing the consumer, Customer Mania! is a vital tool for enhancing their experience -- and their customers.
Released:
Nov 1, 2004
ISBN:
9780743544962
Format:
Audiobook

Also available as...

Also available as bookBook


About the author

Spencer Johnson, M.D., is the originator of The One Minute Manager System ™ and co-author of The New York Times bestsellers The One Minute Manager ®, The One Minute Sales Person, and One Minute for Myself. His other bestsellers include Who Moved My Cheese?; The Precious Present; and Yes or No: The Guide to Better Decisions. He has written more than two dozen books dealing with medicine and the behavioral sciences, and has millions of copies of his books in print in twenty-six languages, including the popular children’s book series ValueTales ™. Dr. Johnson received a B.A. degree in psychology from the University of Southern California, an M.D. from the Royal College of Surgeons in Ireland, and medical clerkships at Harvard Medical School and the Mayo Clinic. He lives with his family in Hawaii. Few names are as recognized in American business as Ken Blanchard’s. His One Minute Manager ® Library has sold millions of copies and been translated into more than twenty languages, and he has written or co-authored a number of other popular books as well. Ken is a captivating and sought-after speaker and business consultant, who has shared his unique approach with a multitude of Fortune 500 companies.   Ken has received many awards in management and leadership. He has won the National Speakers Association’s highest honor, the “Council of Peers Award for Excellence,” and the Golden Gavel from Toastmasters International, and was inducted into the HRD Hall of Fame.

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3.5
2 ratings / 2 Reviews
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Reader reviews

  • (5/5)
    This book used the Yum! company to show how your company can use wise principles to become customer focused. These growing and profit making companies realize that "Profit is the applause you get for taking care of your customers AND creating a motivating environment for your people.
  • (2/5)
    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.