TY - BOOK AU - Blanchard,Kenneth H. AU - Ballard,Jim AU - Finch,Frederic E. TI - Customer mania!: it's never too late to build a customer-focused company SN - 0743270282 (alk. paper) U1 - 658.812 PY - 2004/// CY - New York PB - Free Press KW - Customer services KW - Management N1 - Pt. I. The do-over. - 1. Yum! Meets the one minute manager. - 2. A brief history of yum! brands. - Pt. 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. - 6. Step four: Have the right kind of leadership. - Pt. 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?. - Acknowledgements ER -