| Subcategories |
 |
Marketing & Sales |
|
|
|
|
 |
 |
| |
|
|
|
|
|
Raving Fans: A Revolutionary Approach To Customer Service
written by Ken Blanchard, Sheldon Bowles
Studio : William Morrow
by William Morrow
Release Date : 1993-05-19
Publisher : William Morrow
Released : 1993-05-19
Availability : Usually ships in 1-2 business days
Number of Items : 1
EAN : 9780688123161
Avg. Customer Rating: (based on 122 reviews)
List Price : $21.95
Our Price : $7.39
|
|
| |
|
Product Description |
|
"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. |
| |
|
| |
|
This is one of the best management books ever written, made even better by the simplicity of the presentation. |
By definition, a "raving fan" is a customer that is so happy with your company that they praise your actions to anyone who might possibly listen. They are the best form of advertisement and the hardest to acquire. Changing your customer service strategy so that you have raving fans rather than customers is the point of this book and the story is told in parable form.
The two main characters are Area Manager and Charlie, his male fairy "godmother." Using the magic that all fairy godmothers possess, Charlie takes Area Manager to several companies that generate their own raving fans. The strategy is common and ubiquitous across industries; treat your customer as a coveted and valued asset rather than a source of revenue to be squeezed.
Another very important point is that to be successful in the area of customer service, you must first decide what you want to do. A fundamental component of this is to realize that not all potential customers are desirable ones. The fact is that some people are simply unsuitable as customers. Decide up front that they are not what you want to do and don't do it. Focus on what you can and want to do well.
Ken Blanchard has once again been an author of a book that points the way to success in business. The path to success is by providing quality service that appears costly, but that is a mirage. Good customer service is one of the best ways possible to make money and save time by spending money and using time to provide it. This is one of the best management books ever written, made even better by the simplicity of the presentation.
|
| |
|
In lieu of Book |
|
I bought this in lieu of buying th book and am glad I did. We slipped it in and played it while on a day trip on the road. We are Americancivilwar booksellers and found the information very helpful in our applying it to our bookselling business. The narration is story form which helps keep it interesting as well. |
| |
|
A Little Flimsy Perhaps, but...a Quick Charge |
|
This book has a rather flimsy message. Simply stated it is that you can smash your competition and achieve exceptional success in sales by adhering to a deceptively simple formula: Know what you want; know what the customer wants, deliver beyond the client's expectation, and never stop enhancing your service. The message is delivered in a writing style known as "mystical realism" in the fiction world, and which doesn't work quite as well in the non-fiction world. There is some real magic here, though, and it's on the cover of the book, "More than One Million copies sold." This probably relates to the fact that the target audience is, in fact, probably not all that literate, that it reduces an MBA in Marketing to a 75 minute read, that the print is large, and of course the whimsical and all too frequent references to the game of golf. The fact is that salesfolk periodically need to have their batteries recharged, and this book is a quick-charge. It gives the reader the feeling that he has learned something new, and that the business world is really much less complex than appearances would suggest. I read it as mandatory preparation for a Xinnix seminar, and if they thought this book had exceptional value, I'm worried about how simplistic their seminar might be. |
| |
|
I am a Raving Fan |
|
This is one of the most informative and fun-to-read books I've ever read. There is so much to be learned and to think about. Really gets your energy and mind going. |
| |
|
Nice concept...poor execution |
|
I'm excited by the concept of Raving Fans, but the author uses a storytelling approach with a fairy god mother (no kidding) to talk about a few simple principles. |
| |
|
|
|
