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Raving Fans summary
Brief summary
Raving Fans by Ken Blanchard is a business book that emphasizes the importance of creating exceptional customer experiences. The author provides practical tips and strategies for turning customers into enthusiastic advocates for your business.
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Table of Contents
Raving Fans
Summary of key ideas
The Revolutionary Approach to Customer Service
In the book Raving Fans, Ken Blanchard and Sheldon Bowles explore a unique approach to customer service. They assert that merely satisfying customers is no longer enough in today's competitive business world – instead, businesses should aim to create 'raving fans'. These are customers so excited about how they are treated that they become fanatical promoters of a business.
The book unfolds as a parable centered around the character named Charlie, the Area Manager. With the help of the 'Fairy Godmother', they make a journey through different businesses to understand the secrets behind creating raving fans. The advice is boiled down to three fundamental 'secrets': Decide what you want, Discover what the customer wants, and Deliver plus one.
Decide What You Want
According to Blanchard and Bowles, the first secret in creating raving fans is for businesses to decide what they want. This means that a vision of perfect service should be established before anything else. Rather than merely reacting to customers' whims, businesses should assertively define and shape their customer service vision. This will serve as an anchor for all their operations.
Charlie learns that a business should not only aim to meet customer expectations, but also create positive surprises that exceed expectations. By considering and incorporating the unique needs of each patron, a business can deliver distinctive service that sets it apart in the marketplace.
Discover What the Customer Wants
The second secret involves discovering what the customer wants. Here, Charlie finds that the key to becoming a raving fan is to listen to customers and understand their preferences. This involves constant interaction, open communication, and regular feedback queries to grasp the real needs and desires of customers.
Blanchard and Bowles stress that while some customers are vocal about their needs, others may be quiet. Thus, it's essential for businesses to proactively discover what all customers – vocal and quiet alike – want, need, and expect. By doing so, a business can tailor its services to meet and exceed those wishes.
Deliver Plus One
The third secret is to Deliver plus one. In this section, Charlie learns that executing the business vision and meeting customer expectations is not enough. Businesses should aim to deliver one percent more than what customers expect.
Blanchard and Bowles explain that this 'plus one' doesn’t need to be grand or costly. Rather, it's about consistently delivering a little more than what’s promised or expected, resulting in delighted customers who turn into raving fans. Over time, these small pluses can add up to significant changes in the quality of customer service.
The Pursuit of Perfection
As Charlie's journey comes to an end, he realizes that perfection is not a destination, but a constant pursuit. Hence, creating raving fans is an ongoing process of defining, redefining, testing, and implementing the business vision. This reinforces the notion that a business's approach to customer service must be dynamic and adaptive.
In conclusion, Raving Fans extends an insightful premise: that creating raving fans is the key to success in any business. By having a clear vision, understanding what customers truly want, and delivering service plus one percent, any business can convert its satisfied customers into raving fans.
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What is Raving Fans about?
Raving Fans is a business book that emphasizes the importance of creating loyal customers who are so satisfied with your product or service that they become your biggest advocates. Ken Blanchard provides practical strategies and real-life examples to help businesses transform their customers into raving fans, ultimately leading to long-term success and growth.
Raving Fans Review
Raving Fans (1993) by Ken Blanchard is a book that explores the importance of creating loyal and enthusiastic customers. Here's why this book is worth reading:
- It emphasizes the value of delivering exceptional customer service and teaches practical strategies for building a customer-focused organization.
- Using real-life examples and relatable stories, Blanchard illustrates how companies can turn customers into raving fans, creating long-lasting relationships and increasing profitability.
- The book's engaging and lively approach makes it a compelling read, ensuring that readers will not find it boring, as it presents valuable insights with enthusiasm and clarity.
Who should read Raving Fans?
- People who want to create loyal and passionate customers
- Business owners and managers looking to improve customer service
- Those who are interested in building a strong and successful brand
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Raving Fans FAQs
What is the main message of Raving Fans?
The main message of Raving Fans is about delivering exceptional customer service to create loyal customers.
How long does it take to read Raving Fans?
The reading time for Raving Fans varies depending on the reader's speed. However, the Blinkist summary can be read in just 15 minutes.
Is Raving Fans a good book? Is it worth reading?
Raving Fans is a worthwhile read for anyone in the business industry. It provides valuable insights on creating customer loyalty and delivering outstanding service.
Who is the author of Raving Fans?
The author of Raving Fans is Ken Blanchard.
What to read after Raving Fans?
If you're wondering what to read next after Raving Fans, here are some recommendations we suggest:
- Basic Economics by Thomas Sowell
- The Ascent of Money by Niall Ferguson
- Think and Grow Rich by Napoleon Hill
- The 4-Hour Workweek by Tim Ferriss
- Rich Dad, Poor Dad by Robert T. Kiyosaki
- Secrets of the Millionaire Mind by T. Harv Eker
- The Richest Man in Babylon by George S. Clason
- Business Adventures by John Brooks
- The Most Important Thing by Howard Marks
- More Money Than God by Sebastian Mallaby