Raving Fans - A Revolutionary Approach To Customer Service

Ken Blanchard, Sheldon Bowles

Key Facts and Insights from "Raving Fans - A Revolutionary Approach To Customer Service"

  1. Customer satisfaction is not enough; the new goal should be creating 'raving fans' who are so impressed they become active promoters of your business.
  2. The 'raving fans' approach requires a revolutionary shift in mindset from a reactive to a proactive stance in customer service.
  3. The three core principles of creating 'raving fans' are: Decide what you want, Discover what the customer wants, Deliver plus one percent.
  4. Consistency is key. The experience a customer has with your business should not fluctuate but remain consistently excellent.
  5. Each...

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