Customer Mania!: It’s Never Too Late to Build a Customer-Focused Company - Tapa dura

"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

The One Minute Manager meets Yum!,
the world's largest restaurant company, in this practical guide to making superlative customer service drive your business to success.

Customer Mania! tells the story of a company Chairman and how his quest for superlative customer service has become the driving force for empowering his staff and growing his business. By embracing David's philosophy and projecting the vision themselves, the whole workforce helps the company become a leading worldwide success.

Though written in the parable style of all his previous books, this is actually the first to be based on a true story. Ken Blanchard is a consultant to David C. Novak, the chairman of Yum! Brands (formerly Tricon Global Restaurants), which owns three of the world's best known fast food franchises: Pizza Hut, KFC and Taco Bell. Yum!'s combined force gives it an impressive portfolio of 33,000 restaurants in over 120 countries, making it the #1 restaurant chain worldwide by outlets, although McDonalds outperforms it by sales.