Turning Ordinary Customers into Fans | Raving Fans: A Revolutionary Approach To Customer Service

The go to source for teaching Customer Service | Raving Fans: A Revolutionary Approach To Customer Service | Ken Blanchard, Sheldon Bowles

books:


	• Raving Fans: A Revolutionary Approach To Customer Service Ken Blanchard, Sheldon Bowles William Morrow, 1993 - 160 pages average customer review:based on 144 reviews view larger image
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highly recommended

5-Star Marketing & Sales Classic - Account Management Best Practices

I recommend this book to friends who are marketing & sales professionals seeking insight into account management best practices. The elegantly simple 3-step process of "Decide, Discover, and Deliver +1" builds customer confidence and trust by consistently selecting customers who are perfect for your business and then perfectly fulfilling your promises to them. It provides a powerful framework to align the interactions of your marketing, sales, and operations teams.

My only complaint is the absence of emphasis on demonstrating and communicating your care/concern for that perfect customer during the entire process. Summarizing an often quoted research study, 68% of dissatisfied customers who voted with their feet (and selected a new vendor to do business with) did so because of a problem with their perception of the customer/supplier relationship. They felt that their former vendor simply did not care enough about them. I recommend adding a 4th step by following the advice in "Mr. Schmooze" by Richard Abraham to alleviate this shortcoming.

In spite of the above critique, I still rated this book a 5-Star Classic that all business leaders and marketing/sales pros should read.

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Turning Ordinary Customers into Fans

"If we do not take care of the customer, someone else will." This is one quote that will never have more meaning in our home construction business than it will between now and the turn of the century. This point is really driven home by Ken Blanchard's and Sheldon Bowles' new book Raving Fans: A Revolutionary Approach to Customer Service. One quote from the book really sums it up:
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 really want a booming business, you have to create "Raving Fans."
The process is broken down into three basic steps:
1. Decide what you want.
2. Discover what the customer wants.
3. Deliver the Vision plus one percent.
The book is written in a very charming and light hearted style. It's an easy three hour read, but within this short time, you can discover how to turn your very ordinary satisfied customers into "Raving Fans."

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The go to source for teaching Customer Service

This book is the #1 go to for teaching and practicing customer service. I have had several business over the years and not fully understood customer service, or how to get and most importantly keep happy customers coming back, until living by this book. The best part about this book is you can relate its teachings to ANY kind of business, be it a service, product based, or corporate environment. This book has helped my businesses flourish by first practicing its common sense approach to serving customers and teaching it to employees. I would say every business in the U. S. of A should have this on the company required reading list.

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"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 really 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 really wants, institute effective systems, and make Raving Fan Service a constant feature--not just another program of the month.

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

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