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Book should have been titled "Yum Brands," not Customer Mania. Nothing more than a documentary on Yum Brands (or maybe advertisement for their stock). Some good ideas, but nothing new. I guess I'm just a Jim Collins fan. I wish Ken could have studied a good half dozen different companies looking for great customer service.
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A great way to create a customer first culture in a company. The power of creating raving fans by treating your people right is so powerful.
The book provides an fascinating insight into the world of big business. It particularly focuses on a large multinational food chain, so if you are looking for something that resonates with a small business this might not be the book for you. Having said that, there are loads of useful tips and ideas that would help businesses of any size.