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

Blanchard, Kenneth H.; Ballard, Jim; Finch, Frederic E.

ISBN 10: 0743539788 ISBN 13: 9780743539784

Publisher: Simon & Schuster, 2004

Synopsis

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.

About this title

Review:

"Customer Mania is the finest distillation of Ken Blanchard's wisdom, convictions, and possibility thinking to date. What inspired me most was the journey from possibilities to reality and that he validated the fundamental truths – that it can happen and it is never too late to start!"
Tami Heim, former president of Borders, Inc.

"Anyone in a customer-focused business really MUST read this book! It is somehow simple, powerful, actionable, compelling and immensely readable all at once. I'll never provide – or receive – service the same way again. In fact, I'll carry a copy with me and give it to people whenever I experience underwhelming service."
Patrick Lencioni, bestselling author of The Five Dysfunctions of a Team

"In the long history of management writing, no one has so clearly and memorably extracted, exposed, illustrated and explained the essentials of enlightened and profitable management as Ken Blanchard. Now he, with Jim Ballard and Fred Finch, offers us the ultimate customer service book, 'Customer Mania!' The title is a dead give away of the passionate and persuasive argument contained in these pages. Bravo!"
Tom Peters

"This book gets to the bottom line fast: If you don't take care of your customers, somebody else will. Do what I did, and order a copy of this book for every one of your employees and have them memorize the 4 critical steps to creating Customer Mania! This book shows you how to make your customers so happy that you'll be laughing all the way to the bank."
Robert Allen, author of Nothing Down for the 2000s

About the Author:

Ken Blanchard is the founder and Chairman of The Ken Blanchard Companies. His One Minute Manager series has sold over 18 million copies and been translated into more than 25 languages. He has also written or co-authored numerous other books, including Gung Ho!, Big Bucks! and Raving Fans. The Blanchards currently live in San Diego.

About this edition

• Publisher: Simon & Schuster
• Publication date: 2004
• ISBN 10: 0743539788
• ISBN 13: 9780743539784
• Binding: Audio CD