Raving Fans - A Revolutionary Approach To Customer Service
Ken Blanchard, Sheldon Bowles
Summary
Key Facts and Insights from "Raving Fans - A Revolutionary Approach To Customer Service"
- Customer satisfaction is not enough; the new goal should be creating 'raving fans' who are so impressed they become active promoters of your business.
- The 'raving fans' approach requires a revolutionary shift in mindset from a reactive to a proactive stance in customer service.
- The three core principles of creating 'raving fans' are: Decide what you want, Discover what the customer wants, Deliver plus one percent.
- Consistency is key. The experience a customer has with your business should not fluctuate but remain consistently excellent.
- Each...
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