Don't lose your customers (Type L)

Author: Ken Blanchard (USA), Jim Ballard (USA), Fred Fitch (USA)
Translator: Zhang Huá
Publisher:
Publish Date: 2006-03-01
Features: To establish a business, customers are its cornerstone. For any manager or employee in the service or sales department, customer service is an urgent issue, especially in the retail industry. In this book, the authors describe the secrets of customer service—creating an employee-centric, performance-driven, and customer-first enterprise—and explain why valuing customers is the starting point for building any successful business. By drawing on the success experience from the world’s largest restaurant company, Yum! (the parent company of KFC, Pizza Hut, and Taco Bell), any business (regardless of size) can develop a unique, employee- and customer-centric culture. The book emphasizes four key steps:
- Aim for the right goals—Valuing customers and creating an incentive-driven environment for employees are the foundation of performance growth.
- Treat customers the right way—Imagine the feelings you want customers to have when interacting with employees from different departments of the company.
- Treat employees the right way—Implement the right strategies at every stage, from recruitment to training, performance management, and create a corporate culture that recognizes employee achievements.
- Lead the right way—No single tree can make a forest; mobilize employees to think and provide them with the necessary support.
Based on these principles, businesses anywhere can cultivate passionate employees who strive for the company’s success. From CEOs to middle managers to frontline employees directly interacting with customers, this book can inspire positive change in all of them.