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

Ken Blanchard , Jim Ballard

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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.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.

What will you learn from this book

  1. Customer-Centric Culture: Foster a culture within the organization that prioritizes and revolves around the needs and satisfaction of customers.

  2. Employee Engagement: Recognize the critical role of engaged and motivated employees in delivering exceptional customer service.

  3. Service Excellence Standards: Establish clear and high standards for service excellence that all employees are expected to adhere to.

  4. Empowerment of Frontline Employees: Empower frontline employees to make decisions and take actions that directly contribute to customer satisfaction.

  5. Continuous Improvement: Instill a mindset of continuous improvement, where teams actively seek feedback and identify opportunities to enhance the customer experience.

  6. Effective Communication: Emphasize open and effective communication both within the organization and with customers to ensure understanding and satisfaction.

  7. Customer Feedback and Listening: Actively seek customer feedback and genuinely listen to their needs and concerns as a basis for improvement.

  8. Personalized Customer Interactions: Encourage and support personalized interactions with customers, recognizing their individual preferences and requirements.

  9. Team Collaboration: Promote collaboration among different teams and departments to ensure a seamless and positive customer experience across all touchpoints.

  10. Leadership Commitment: Demonstrate strong leadership commitment to customer service excellence, setting an example for the entire organization.

Language English
ISBN-10 0007210507
ISBN-13 9780007210503
No of pages 194
Font Size Medium
Book Publisher HarperCollins
Published Date 07 Nov 2005

About Author

Author : Jim Ballard

1 Books

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