Customer Mania!
"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

Customer Mania!

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.

Along 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.
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