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- Herausgeber: Business Book Summaries
- Kategorie: Fachliteratur
- Sprache: Englisch
The must-read summary of Ken Blanchard, Jim Ballard and Fred Finch's book: "Customer Mania: It’s Never Too Late to Build a Customer-Focused Company".
This complete summary of the ideas from Ken Blanchard, Jim Ballard and Fred Finch's book "Customer Mania" shows that to succeed in business today, you have to provide consistently great customer service. In other words, unless you have a unified, people-first, customer-oriented culture, it will be difficult to build your business going forward. Fortunately, any company large or small can achieve this. Note that you can’t build a customer-focused company by emphasizing the results that you want to achieve. This is the equivalent of putting the cart before the horse. When you focus on results, getting people to do the right thing will be an effort – people will have to be convinced that’s the right way to go. A much more effective idea is to concentrate on building your people first, and then they will just naturally take care of the customer in the ways you prefer. Get your people acting with passion and commitment and everything else will just naturally fall into place. With astute management, you’ll even be able to create a self-perpetuating cycle where the work feeds the energy of the people involved, which in turn means the work gets done better, leading to increased levels of energy in the future and so on.
Added-value of this summary:
• Save time
• Understand the key concepts
• Increase your business knowledge
To learn more, read "Customer Mania" and discover the key to succeeding in business!
Das E-Book können Sie in Legimi-Apps oder einer beliebigen App lesen, die das folgende Format unterstützen:
Seitenzahl: 36
Veröffentlichungsjahr: 2013
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Book Presentation: Customer Mania! by Ken Blanchard, Jim Ballard and Fred Finch
Summary of Customer Mania! (Ken Blanchard, Jim Ballard and Fred Finch)
Book Presentation: Customer Mania! by Ken Blanchard, Jim Ballard and Fred Finch
Book Abstract
Main Idea
To succeed in business today, you have to provide consistently great customer service. In other words, unless you have a unified, people-first, customer-oriented culture, it will be difficult to build your business going forward.
Fortunately, any company large or small can achieve this. The steps are simple to describe but challenging to implement fully.
How To Build a Customer-Focused Company:
Set your sights on the right targetTreat your customers the right wayTreat your people the right wayHave the right kind of leadershipNote that you can’t build a customer-focused company by emphasizing the results that you want to achieve. This is the equivalent of putting the cart before the horse. When you focus on results, getting people to do the right thing will be an effort – people will have to be convinced that’s the right way to go. A much more effective idea is to concentrate on building your people first, and then they will just naturally take care of the customer in the ways you prefer. Get your people acting with passion and commitment and everything else will just naturally fall into place. With astute management, you’ll even be able to create a self-perpetuating cycle where the work feeds the energy of the people involved, which in turn means the work gets done better, leading to increased levels of energy in the future and so on.
“If you want to get passion from people, make them number one. That’s the secret, right there. When you take the steps to building a customer-focused company, you make people better than they are. Suddenly, your team is more interested in the enterprise; more giving of their discretionary time, ideas and effort. Suddenly they’re more talented. Over the years, I have found that leaders in great organizations, large or small, know how to build a customer-focused company the right way. They do that by leading at a higher level and focusing people’s attention on more than making money. They understand the power of a people-first, performance-driven culture and intuitively practice these four steps.”
– Ken Blanchard, Jim Ballard and Fred Finch
About the Author
KEN BLANCHARD is the founder of his own human resource development company, The Ken Blanchard Companies. He is the author of numerous books, including The One Minute Manager, Whale Done! and Raving Fans.
JIM BALLARD has enjoyed careers as an educator, corporate trainer, consultant and seminar developer. Mr. Ballard has co-authored four books with Mr. Blanchard including Whale Done!, Mission Possible, Everyone’s a Coach and Managing By Values.
FRED FINCH is a founding associate of the Ken Blanchard Companies. In addition to a career as a business trainer, Dr. Finch (a graduate of the University of Washington) served for fourteen years as professor of management and organizational behavior at the University of Massachusetts.
The Web site for this book is at www.kenblanchard.com.
Important Note About This Ebook
This is a summary and not a critique or a review of the book. It does not offer judgment or opinion on the content of the book. This summary may not be organized chapter-wise but is an overview of the main ideas, viewpoints and arguments from the book as a whole. This means that the organization of this summary is not a representation of the book.
Summary of Customer Mania! (Ken Blanchard, Jim Ballard and Fred Finch)
Step #1: Set your sights on the right target
If you set a goal of making more money, your customers and your people become a means to an end at best. A better idea is to set a triple bottom line target – view profits as the applause your organization gets for taking good care of your customers and for creating a highly motivating environment for your people. You don’t have to choose between people and results, but organize yourself to achieve both. Your ultimate aim should be to become:
The provider of choice – because you have create raving fans for what you offer.The employer of choice – because your people are free to become customer maniacs.The investment of choice – because your profits are both strong and sustainable.Great organizations are not one dimensional. Instead, everyone’s energy gets focused on a “Triple Bottom Line”:
To become the provider of choice
