by Ken Blanchard, Jim Ballard, Fred Finch · Ediciones Granica, S.A. · tapa blanda · ISBN 9788475774343
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«Clientemanía» is the business essay by Ken Blanchard, Jim Ballard and Fred Finch, published by Ediciones Granica in paperback (272 pages, in Spanish).
It argues that a company cannot thrive unless it puts the customer at the centre, and that this orientation starts with looking after those who deal with the public. The experience of Yum! Brands, owner of chains such as Pizza Hut, KFC and Long John Silver's, illustrates the move from that idea to daily practice in order to win loyal customers.
The subtitle of the work is «Nunca es demasiado tarde para construir una empresa centrada en el cliente». The Spanish edition was translated by Almudena Villamizar.
Executives, middle managers and entrepreneurs who want to implement a customer-centred service culture.
Kenneth Hartley Blanchard is an American author, business consultant and motivational speaker who has written more than 70 books, most of which were co-authored. His most successful book, The One Minute Manager, has sold more than 15 million copies and been translated into many languages. He is the co-creator with Dr. Paul Hersey of Situational Leadership, a theory they developed while working on the textbook Management of Organizational Behavior.
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