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

Unabridged Audiobook

Release Date
November 2004
5 hours 30 minutes
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.
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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.

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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.

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Paul McManus

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.

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