Raving Fans

Your customers are only satisfied because their expectations are so low and because no one else is doing better. Just having satisfied customers isn't good enough anymore. If you want a booming business, you have to create Raving Fans.

This, in a nutshell, is the advice given to a new Area Manager on his first day--in an extraordinary business book that will help everyone, in every kind of organization or business, deliver stunning customer service and achieve miraculous bottom-line results.

Written in the parable style of The One Minute Manager, Raving Fans uses a brilliantly simple and charming story to teach how to define a vision, learn what a customer wants, institute effective systems, and make Raving Fan Service a constant feature--not just another program of the month.

Through a fable, this book presents a simple framework on how to build a raving fan base.

 The story is about an Area Manager who has been tasked to go beyond product quality to create Raving Fans for his company. With the help of a mysterious fairy godmother, he meets with several successful business leaders and learns the 3 secrets of creating Raving Fans.

 Here’s a quick overview of the 3 secrets

 Secret #1: Decide on Your Service Vision

 Define your service vision in detail, with the customer as the focal point. You must know the ideal way you want to serve your customers (seeing each service detail in your mind) before you can create it in reality.

 Secret #2: Discover What Your Customer Wants

 Once you’ve developed your service vision, you must discover what your customers want, i.e. uncover their service vision. Only then can you integrate the 2 service visions to offer the perfect service that meets both your passions and your customers’ needs.

 Using your service vision as a foundation, incorporate specific aspects of your customers’ vision to integrate the 2 visions. In the complete Raving Fans summary, we share (i) more tips and examples on what to look out for in drawing up the 2 visions above, and (ii) why you must define your service vision before your customers’ vision.

 Secret #3: Deliver What the Customer Wants…Plus 1%

 Once you know what the customer wants, you must (i) deliver that all the time (without exception) and (ii) seek to over-deliver and continually improve by 1%.  In the book you can learn more about establishing trust/credibility with consistency, the difference between rules vs systems, and why you must continually refine your service, 1% at a time.

America is in the midst of a service crisis that has left a wake of disillusioned customers from coast to coast. Raving Fans include startling new tips and innovative techniques that can help anyone create a revolution in any workplace--and turn their customers into raving, spending fans.

About the Author

Ken Blanchard, PhD, is one of the most influential leadership experts in the world. He has co-authored 60 books, including Raving Fans and Gung Ho! (with Sheldon Bowles). His groundbreaking works have been translated into over 40 languages and their combined sales total more than 21 million copies. In 2005 he was inducted into Amazon's Hall of Fame as one of the top 25 bestselling authors of all time. The recipient of numerous leadership awards and honors, he is cofounder with his wife, Margie, of The Ken Blanchard Companies®, a leading international training and consulting firm.