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Product Description
Customer Mania! Its Never Too Late to Build a Customer-Focused Company (9780743270281): Kenneth Blanchard, Jim Ballard, Fred Finch: Books. 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 companys 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 businesswhich relies heavily on the publics contact with its front line employeesprovides useful lessons for any manager whose business depends upon customer satisfaction. Unfortunately, however, Blanchards 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 authors hype. Has all the feel-good hoopla created higher profits? Deflected competition? Raised share prices? Failures, negativity and cynicism dont 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.
Shipping Weight: 2 pounds
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