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Customer Mania! It's Never Too Late to Build a Customer-Focused Company Hardcover – November 15, 2004

4.4 out of 5 stars 8 customer reviews

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Editorial Reviews

From Publishers Weekly

Self-described "Chief Spiritual Officer" Blanchard strikes a familiar note of ebullient optimism in this follow up to his bestsellers The One-Minute Manager, Whale Done and Raving Fans! This time the business populist chronicles the efforts of Yum! brands to build a customer-focused corporate culture. As the corporate parent of Kentucky Fried Chicken, Pizza Hut, Taco Bell, A&W and Long John Silver, Yum! operates in an industry where a 200% annual turnover rate is normal. So the company’s own 40% annual turnover rate is exceptional, and its creation of a positive employee culture is no mean feat. Thus, Yum!’s survival in the fast food business—which relies heavily on the public’s contact with its front line employees—provides useful lessons for any manager whose business depends upon customer satisfaction. Unfortunately, however, Blanchard’s book fails to step back and address its subject objectively. Instead, the narrative reads like a spiritual revival meeting, making it difficult to separate the practical advances from the author’s hype. Has all the feel-good hoopla created higher profits? Deflected competition? Raised share prices? Failures, negativity and cynicism don’t find their way into this book. They are swiftly eliminated, just like people with the wrong attitude at Yum!
Copyright © Reed Business Information, a division of Reed Elsevier Inc. All rights reserved.


"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 --This text refers to an out of print or unavailable edition of this title.

Product Details

  • Hardcover: 208 pages
  • Publisher: Free Press (November 15, 2004)
  • Language: English
  • ISBN-10: 0743270282
  • ISBN-13: 978-0743270281
  • Product Dimensions: 5.5 x 0.8 x 8.4 inches
  • Shipping Weight: 12 ounces
  • Average Customer Review: 4.4 out of 5 stars  See all reviews (8 customer reviews)
  • Amazon Best Sellers Rank: #1,062,676 in Books (See Top 100 in Books)

Customer Reviews

Top Customer Reviews

Format: Hardcover
I had worked for YUM! for 4 days when I went to my first Founder's Day celebration -the day that Ken Blanchard and David Novak (YUM! CEO) gave out these books. I didn't know what to think! The environment was SO different from what I was used to. Why were these people standing on chairs, hooting and yelling, cheering and clapping and having FUN at a biyearly meeting? How did they get so many people to volunteer to speak in front of a 3000+ crowd, when most meetings of under 20 you hardly ever get anyone to speak up?

I took the book home and read it cover to cover, trying to figure out what Customer Mania was and how do I become a Customer Maniac? I have worked in customer service for years, and the answer was simple: Do it right, and do it right the first time, because you WANT to. Things I had wanted to do under other bosses to help my customers get what they need and want, but was afraid to, because the Boss wouldn't understand or it would cost too much, or take too much time, or wasn't our department. At YUM! there is no such thing as "not my department". If that is a customer who needs your help, then that customer IS your department.

The book gives great anecdotes to illustrate his point in an easy to read, easy to understand manner. You feel as though Mr. Blanchard were sitting across from you talking to you in person. YUM! has a ways to go in really winning over its customer base, in assuring the customer that YUM! will be there no matter what to make sure they have a great experience in one of their restarants, but we are getting there.

And the marching band walking through the building to recognize outstanding employees? It's true.

Every CEO of every company should read this. The things that YUM!
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Format: Hardcover Verified Purchase
I've remained an avant supporter of Ken Blanchard for years. Personally and as a sales trainer, no one identifies the phyce of a salesperson better than Blanchard and his collegues when it comes to basic sales philosophy and psychology.
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Format: Hardcover
Customer Mania! is a very motivational book with some great ideas focusing on people, taking care of your employees, recognizing employees, and ultimately providing the best in customer service day in and day out. The ideas in this book can be applied to any industry. Highly recommended.
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Format: Hardcover
Let's get real.
This book (I listened to the audio version) is an overly hagiographic paen to Yum brands (does a dopier brand name exist?) and it's CEO, describing a fast food company (though Blanchard persists in calling them 'delicious meals'), that is replete with lots of American rah-rah cheerleading nonsense, interspersed with some nuggets of sound management advice about valuing personnel and treating them as assets rather than liabilities. Hardly an original thought though well worth repeating.

It's easy to read because it's a simple book with a simplistic message, filled with obvious truisms.

The cheesy cheer-leading tone doesn't help the book and attributing saintly like virtues to the senior management is, based on my corporate experience, just plain wrong. Still, people seem to gobble up this pablum (even the other Amazon reviews are insubstantial rah-rah cheers for the book.)

It's not the worst business book I've ever read/heard but it's the kind that I donate straight away.
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