Ken Blanchard, whose popular business strategy books have combined sales of more than 15 million copies, takes a look at how to keep customers happy. Blanchard and his co-authors share lessons from Yum! Brands, the corporate parent of Kentucky Fried Chicken, Pizza Hut, Taco Bell, and other thriving franchises. Yum! has found ways to keep its annual turnover rate remarkably low-and keep its customers highly satisfied.