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

Version: Unabridged
Author: Ken Blanchard
Narrator: Ken Blanchard , Jim Ballard , Fred Finch
Genres: Business & Economics
Publisher: Simon & Schuster
Published In: November 2004
# of Units: 5 CDs
Length: 5 hours, 30 minutes
Ratings:
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Overview

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.

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. 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.

Reviews (3)

An Energizing Read

Written by Bryson from Utah, UT on January 25th, 2008

  • Book Rating: 4/5

While the suggestions in this book are a bit simplistic and idealistic, I found it to be energizing and empowering. I am new to an organization and have been charged with creating new customer service training. The philosophy in the book was right on and I will be using much of it as a foundation for the trainings I will be creating. I especially enjoyed the “Blanchard’s Dream” section that begins each chapter. While Mr. Blanchard’s narration isn’t as professional as other books I have listened to, his passion is evident through the entire read and more than makes up any deficiencies in the narration. I would recommend this book without reservation to anyone looking to create a customer focused organization.

didn't finish first CD

Written by Anonymous on February 16th, 2007

  • Book Rating: 1/5

I was unable to get past the first part even with skimming - my hope was to get some insight into how to build customer mania in a smaller business. All this talk of KFC and other American Fast food joints trying to improve themselves just wasn't catching me I was also really turned off by the narrators' really annoying voice, made me think that i have better things to listen to. Hello CBC.

Customer Mania!

Written by Paul McManus from San Diego, CA on May 29th, 2005

  • Book Rating: 4/5

Leave it to Ken Blanchard to inspire. In this book he didn't use his normal parable style, like in the One Minute Manager or Raving Fans, but instead presented his case for Customer Mania through a case study of a leading corporation. Many, many good ideas and insights. The only problem was the quality of the CD that I received made it a bit difficult to listen to. I would recommend to anyone who can and wants to have an influence over their company's customer service culture, or anyone simply just interesed in the subject of excelling at customer service, listening to this book.

Author Details

Author Details

Blanchard, Ken

Few people have impacted the day-to-day management of people and companies more than Ken Blanchard. A prominent, gregarious, sought-after author, speaker, and business consultant, Dr. Blanchard is universally characterized by his friends, colleagues, and clients as one of the most insightful, powerful, and compassionate individuals in business today.

When Ken speaks, he speaks from the heart with warmth and humor. His unique gift is to speak to an audience and communicate with each person as if they were alone and talking one on one. He is a polished storyteller with a knack for making the seemingly complex easy to understand.

From his phenomenal best-selling book, The One Minute Manager®, coauthored with Spencer Johnson, which has sold more than 12 million copies and remains on best-seller lists, to the library of books coauthored with Sheldon Bowles, Raving Fans®, Gung Ho!®, Big Bucks!, and High Five!, Ken’s impact as a writer is far reaching.

He wrote his latest book, Leading at a Higher Level: Blanchard on Leadership and Creating High Performing Organizations, with the founding associates and consulting partners of The Ken Blanchard Companies. This definitive "Blanchard on Leadership" combines more than 25 years of breakthrough leadership insights in one extraordinary book.

Ken is Chief Spiritual Officer of The Ken Blanchard Companies®, an international management training and consulting firm that he and his wife, Dr. Marjorie Blanchard, founded in 1979 in San Diego, California. He is also a visiting lecturer at his alma mater, Cornell University, where he is a trustee emeritus of the Board of Trustees. Ken is cofounder of The Center for FaithWalk Leadership, which is dedicated to helping leaders walk their talk in the marketplace.

Ken has received many awards and honors for his contributions in the fields of management, leadership and speaking. The National Speakers Association awarded him its highest honor, the "Council of Peers Award of Excellence." He was inducted into the HRD Hall of Fame by Training magazine and Lakewood Conferences, and he received the Golden Gavel Award from Toastmasters International. And in 2004 Ken was awarded with The Thought Leadership Award for continued support of work-related learning and performance by ISA—The Association of Learning Providers.

Ballard, Jim

Jim Ballard is a consulting partner with the Blanchard Training and Development organization, Ken Blanchard's company. He regularly consults and gives lectures nationwide. Ballard coauthored Whale Done!: The Power of Positive Relationships with Blanchard, and he is the author of What's the Rush?

Blanchard, Kenneth

Ken Blanchard is chief spiritual officer and chairman of the board of The Ken Blanchard Companies, a worldwide training and development firm. He is the author of a dozen bestselling books -- including the blockbuster international bestseller "The One Minute Manager" and the giant business bestsellers "Whale Done!, Raving Fans, " and "Gung Ho!" -- which have combined sales of more than thirteen million copies in more than twenty-five languages. Few people have had a more positive and lasting impact on the day-to-day management of people and companies than Ken Blanchard. He and his wife Margie l