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.

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. 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.


From CEO to middle manager to the person facing the consumer, Customer Mania! is a vital tool for enhancing their experience -- and their customers.