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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.
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.