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Customer Mania Ken Blanchard Business Kundenservice Management 2004 1. Auflage-
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- Sofort-KaufenCustomer Mania Ken Blanchard Business Kundenservice Management 2004 1. Auflage
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eBay-Artikelnr.:301070296771
Artikelmerkmale
- Artikelzustand
- Subject
- Business & Economics
- ISBN
- 9780743270281
Über dieses Produkt
Product Identifiers
Publisher
Free Press
ISBN-10
0743270282
ISBN-13
9780743270281
eBay Product ID (ePID)
30983527
Product Key Features
Book Title
Customer Mania! : It's Never Too Late to Build a Customer-Focused Company
Number of Pages
208 Pages
Language
English
Topic
Leadership, Customer Relations, Organizational Behavior, Reference, General
Publication Year
2004
Illustrator
Yes
Genre
Business & Economics
Format
Hardcover
Dimensions
Item Height
0.8 in
Item Weight
12.9 Oz
Item Length
8.4 in
Item Width
5.5 in
Additional Product Features
Intended Audience
Trade
LCCN
2004-056398
Dewey Edition
22
Dewey Decimal
658.8/12
Table Of Content
Contents Part I: The Do-Over 1 Yum! Meets the One Minute Manager 2 A Brief History of Yum! Brands Part II: How to Build a Customer-Focused Company the Right Way The Four Steps 3 Step One: Set Your Sights on the Right Target 4 Step Two: Treat Your Customers the Right Way 5 Step Three: Treat Your People the Right Way Get the Right People on the Team: Recruiting and Hiring Give People the Right Start: Training and Development Give People the Right Help: Performance Management Get People Wired In: Developing the Right Systems and Processes Get People Inspired: Creating a Recognition Culture Give People Opportunities To Grow: Career Planning the Right Way 6 Step Four: Have the Right Kind of Leadership Part III: Next Steps 7 The High Hurdle: Cracking the Code on Customer Mania 8 It's Your Choice: The Yum! Door or the Dumb Door? Acknowledgments
Synopsis
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., 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., 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.InCustomer 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.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.
LC Classification Number
HF5415.5.B526 2004
As told to
Ballard, Jim, Finch, Fred
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save a bundle books-more
100% positive Bewertungen•35.353 Artikel verkauft
Angemeldet als privater VerkäuferDaher finden verbraucherschützende Vorschriften, die sich aus dem EU-Verbraucherrecht ergeben, keine Anwendung. Der eBay-Käuferschutz gilt dennoch für die meisten Käufe. Mehr erfahrenMehr erfahren
Verkäuferbewertungen (21.707)
- o***n (599)- Bewertung vom Käufer.Letzter MonatBestätigter KaufLooks brand new, in perfect shape. Arrived safe packaged very well with extra care. Great price on shipping. Came as described. Fantastic price. Beautiful book.
- g***9 (1354)- Bewertung vom Käufer.Letzte 6 MonateBestätigter KaufPhoto was exactly as described, Well packaged and shipped quickly. Thanks.
- n***7 (30)- Bewertung vom Käufer.Letzter MonatBestätigter KaufNothing but positive feedback for this seller! Exactly as described, excellent quality, and expertly packaged!! 10/10, would absolutely buy from this seller again!