Jim Ballard Ordre des livres (chronologique)

The One Minute Manager meets Yum , the world's largest restaurant company, in this practical guide to making superlative customer service drive your business to success. Customer Mania tells the story of a company Chairman and how his quest for superlative customer service has become the driving force for empowering his staff and growing his business. By embracing David's philosophy and projecting the vision themselves, the whole workforce helps the company become a leading worldwide success. Though written in the parable style of all his previous books, this is actually the first to be based on a true story. Ken Blanchard is a consultant to David C. Novak, the chairman of Yum Brands (formerly Tricon Global Restaurants), which owns three of the world's best known fast food franchises: Pizza Hut, KFC and Taco Bell. Yum 's combined force gives it an impressive portfolio of 33,000 restaurants in over 120 countries, making it the

From one of America's biggest bestselling authors and inspiring business speakers comes the key to creating a people-oriented, performance-driven, customer-first organization.

This insightful guide offers straightforward techniques to enhance positivity and redirect negativity, boosting productivity at work and home. Drawing parallels between people and killer whales, top business consultant Ken Blanchard, alongside SeaWorld coauthors, illustrates how both thrive when positivity is emphasized. Blanchard reveals that the methods used by animal trainers can significantly improve effectiveness in various aspects of life. Wes Kingsley, a business manager and family man, was inspired during a visit to SeaWorld, where he witnessed trainers guiding powerful killer whales to perform incredible feats. Engaging with the chief trainer, he learned about building trust, accentuating the positive, and redirecting negative behavior—key elements that enable such extraordinary performances. Reflecting on his own management style, Kingsley recognized how his accusatory approach undermined trust and strained relationships. Through this transformative journey, he discovered the importance of "Whale Done!"—celebrating successes rather than focusing on failures. Blanchard emphasizes that by adopting these techniques, individuals can foster a more supportive environment, enhancing productivity and morale. The strategies are easy to implement and can enrich personal relationships, empowering readers to become better parents and partners while achieving greater happiness and success in their lives.