Free PDF Raving Fans: A Revolutionary Approach To Customer Service, by Ken Blanchard Sheldon Bowles
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Raving Fans: A Revolutionary Approach To Customer Service, by Ken Blanchard Sheldon Bowles
Free PDF Raving Fans: A Revolutionary Approach To Customer Service, by Ken Blanchard Sheldon Bowles
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Review
"A great commonsense approach to customer service" -- -- Jim Pattison President, The Jim Pattison Group"An easily understood message and one every organization needs to hear." -- -- Eamon Ryan President, Lexmark Canada Inc."Making your customers Raving Fans is the competitive edge today. This book can jump-start you in that direction." -- -- James F. Nordstrom Co-chairman of the Boaard Nordstrom, Inc."Our strategic customer service plan is based on Raving Fans. It has helped focus our energy on this critical area. A must read!" -- -- Lynn Posluns President, Fairweather
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From the Back Cover
"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 new business book that will help everyone, in every kind of organization or business, deliver stunning customer service and achieve miraculous bottom-line results. Raving Fans is written in the parable style of The One Minute Manager and 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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Product details
Hardcover: 137 pages
Publisher: William Morrow; 1 edition (May 19, 1993)
Language: English
ISBN-10: 0688123163
ISBN-13: 978-0688123161
Product Dimensions:
5.5 x 0.6 x 8.2 inches
Shipping Weight: 9.6 ounces (View shipping rates and policies)
Average Customer Review:
4.4 out of 5 stars
374 customer reviews
Amazon Best Sellers Rank:
#4,311 in Books (See Top 100 in Books)
Some people might call this book simple...but in my opinion that is what makes it great! I buy this book for each and every person that joins my team! It is essential.I don't think a day goes by my team and I don't mention the words "Raving Fans" or at least discuss some concept from the book. There is no other customer service book that I can say that about.The concepts are simple and if you follow them, and make them part of your culture, you'll be amazed at how much your level of customer service will improve. Just a few little systems applied to your business can take you from mediocre to amazing!WARNING - You will not see the world the same again. You'll be disgusted everywhere you go after reading this book, when you see how bad customer service really is in this world.
Amazing book. I read it years ago and model my business after it. I recently bought a copy for a clients business. I use so many lines from the book to explain how to write your story and create the business you want with clients that want what you have. This is a timeless piece that I hope is NEVER rewritten. It's excellent just as it is.
'Raving Fans: A Revolutionary Approach to Customer Service' is a book that I discovered referenced in several other books that I've been reading. In each other book, little was said other than a quote here or there. But noticing the book's presence, I purchased it and am glad I did.The book is written like a goofy fairy-tale--but you understand the gimmick and it helps you read the book quickly, makes memorable the lessons, and enables you to easily reference the points it is making.In a couple weeks, I will be leading a retreat on church membership assimilation as part of my doctoral dissertation and plan to use this book as a catalyst in discussing quality customer service from a guest's perspective.I whole-heartedly recommend this book. It says what other books take hundreds of pages to say in just a few pages, and you can pick up this book for just a penny from a host of used book sellers (although it is definitely worth its retail price).
One of the best textbooks on the market for customer service. Every retail manager and employee should read it! and heed it If they did so, every retail customer will think they've discovered heaven!
There have been so many books written on customer service, but Ken Blanchard's RAVING FANS is a true classic. I ordered these for our medical device sales team and it was very well received. We spent the next few weeks sharing ideas on how to apply the lessons learned and provide RAVING FAN service to our customers. One of the most prominent themes is that customer service starts with the person (sales, technical, etc...) who is front of the customer, not necessarily the person sitting in an office at the customer service desk.Like many of Blanchard's books, it's a quick and breezy read. I initially read it on a flight, but it's great to go back to and reference. "Decide what you want, decide what the customer wants and deliver what the customer wants...plus one" are the primary themes.Overall, it's fairly simplistic, common sense type material but a great reminder of how all those in sales and service should treat a customer.
Kenneth Blanchard continues his trend of writing easy-to-read books with BIG ideas for making your business better. Raving Fans is a book of stories relating how fictional companies have created an environment of delivering awesome customer service. A guy that has just been put in a managment position requiring a turnaround goes on a fictional trip with his "angel" to visit businesses that have figured out their vision and their system to deliver customer service extraordinary. Based on three simple principles (Decide, Discover, Deliver), each company has created a group of Raving Fans (not just customers, but fans) who wouldn't consider shopping anywhere else for what one of these companies offers. Within each story is other nuggets of common sense and good ideas that can be implemented in any company that has customers and wants to create fans. We required our store managers to read the book and each created a list ranging from 20-40 points that they can put into effect at their stores to improve customer service. This is a simple, must-read for every business owner and manager.
I adore this book! It was required reading for grad school and honestly one I read from cover to cover and enjoyed. So much pertinent information that anyone working the world of customer service should devour and reflect upon regularly.
This book is a must read if you're a business owner! I love it!
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