Although this book was published 13 years ago, the concepts that Ken Blanchard and Sheldon Bowles communicate are timeless customer service fundamentals. This book is a terrific resource for those who want to improve the customer service in their organizations. The only drawback to the style of this book lack of chapters is that when you want to look up the three different secrets to developing Raving Fans, you have to flip through the book to find the pictures that represent the keys.
The story is told from the perspective of a newly hired Area Manager who is never given a name. Under pressure to improve the customer service in his company or lose his job, he is at a loss as to how to begin. As a reader, it may take a while to warm up to the idea of a Fairy Godmother coming down to help in business matters, so be patient — he grows on you.
Charlie teaches the three secrets of Raving Fans customer service by introducing the Area Manager to several business leaders who learned and implemented the keys successfully.
Each of the three business leaders introduces one of the secrets. The first is Leo Varley, the manager of a department store. Considering "Raving Fans" covers a compelling topic and is only pages, I figured I'd read it. One hour later and I'm finished and now writing this review.
It's a decent read. This book uses a narrative, third-person format to show the reader the benefits of employing the mindset of businesses with "Raving Fans. I started and finished this book in one sitting, which is more than I can say about other business books I start. I have a bookcase full of biographies, company case studies and corporate strategy books I've started, only to eventually abandon them. But anyways, back to this book.
In this story, our nameless protagonist really, our avatar in this world becomes enlightened in their journey from clueless and frustrated manager, to a graduate of Raving Fan school, ready to wow customers. We meet three different business owners who run businesses with Raving Fans. Each owner explains a different rule they employ and how by incorporating these rules into a system, their businesses flourish.
There aren't really "new" concepts presented in this book, per se. That doesn't mean you shouldn't read this book. Regardless of your position in an organization, there are nuggets of useful information here. Whether these are specific tactics, anecdotal stories to be shared or helping you take a step back and look at customer service differently. You'll get something useful. I am going to end this review by saying I recommend this book.
Mar 03, Cathy Allen rated it really liked it Shelves: organizational-life , summary-available. I no longer know whether I picked up this book and read it because I was irritated by the level of customer service I often get, or if my irritation is caused by learning from this book how ridiculously easy it is to provide good service.
It's probably a cyclical thing. This I do know for sure: more than any book I've read in years I want to hand out copies of this one Those folks tend to provide good service. I want to hand it out at the hospital, at th I no longer know whether I picked up this book and read it because I was irritated by the level of customer service I often get, or if my irritation is caused by learning from this book how ridiculously easy it is to provide good service.
I want to hand it out at the hospital, at the nursing home where my grandfather stayed for a time recently, at the social services agencies where other family members have been treated very badly. These are the places who take their customers for granted Blanchard writes fun fables, but this one comes complete with a golf-loving Fairy Godmother named Charlie, who introduces our open-minded hero to a series of new colleagues who can explain the simple process of ensuring an exceptional customer experience.
As with so much else in life, excellence starts with vision It includes developing high-quality, actionable feedback from the people you serve, and committing to continuous improvement. Easy peasy! Nov 03, Dale Meyer-curley rated it liked it. That said, the advice still standsand I found myself having "A-ha" moments. I was asked to read his for work, as part of an improvement initiative.
I think this book, a quick read, is a good place to start for improvement. I don't think it's the end-all, be-all, as this just sets you on a path towards improvement, but doesn't give you the step by step instructions to do it. Mar 09, Jesse rated it really liked it Shelves: non-fiction. This super fast read is still very relevant in today's market place. Applicable to many aspects of life outside of running a business. Blanchard drives home his points by using plot and in depth examples of how to create "raving fans".
For the 2 hours it takes to get through this, it is well worth the time. Jul 09, Jeff Raymond rated it did not like it Shelves: read-nonfiction , books-i-own. God, management books are terrible. If you need a book to help you manage View all 4 comments. Dec 09, Amber rated it did not like it. I had to read it for work, a fairy tale story with impossible expectations of customer service. We should not treat them like passives as Marketing teaches in college.
What you need, is raving fans. You need to imagine your customer needs, customer journey end to end, and serve him all the way. Then you must listen to the customers, see what they need, but only in the context of your vision.
Funny at times, cringy at others. It is a light read over all, and it is delivering the message very very clearly. Prose is 10 out of Well done. On the other hand, the book can be a reminder for us in modern day for sticking to our vision. Companies nowadays are over-stretching their vision to meet customer satisfaction. That is wrong. The customer is not first, vision is.
Also the message for having raving fans instead of satisfied fans is powerful. Also the message for improving little by little, or to put it on another way, focusing on a specific area and perfecting it before moving to the next one, is what makes you successful more than competition and to exceed customers expectations.
Dec 14, Bernie Sotola rated it it was amazing. This book should be required reading for everyone in customer service. And everyone is in customer service. Roll out the red carpet. Train your This book should be required reading for everyone in customer service. Train your ear. First, you have to listen to the music as well as the lyrics. They may even say one thing and mean quite another.
When a customer is a Raving Fan and is enthusiastic, listen too. Differentiate yourself from the competition. Be an eagle. Ducks quack and complain. Eagles soar above the crowd. Deliver plus one. Deliver the vision plus one percent. Consistency, consistency, consistency. Consistency creates credibility. Written in English — pages. Subjects Customer services , Public relations , Consumer satisfaction , Mercadeo , Comportamiento del consumidor , Relaciones con los clientes , Servicio al cliente.
Not in Library. Libraries near you: WorldCat. Raving fans: a revolutionary approach to customer service , Morrow. Raving fans: a revolutionary approach to customer service Publish date unknown, Morrow. Raving fans a revolutionary approach to customer service First published in Subjects Customer services , Public relations , Consumer satisfaction , Mercadeo , Comportamiento del consumidor , Relaciones con los clientes , Servicio al cliente.
Classifications Dewey Decimal Class B , HF B External Links Publisher description. 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. Ken Blanchard, PhD, is one of the most influential leadership experts in the world.
He has co-authored 60 books, including Raving Fans and Gung Ho! His groundbreaking works have been translated into over 40 languages and their combined sales total more than 21 million copies. In he was inducted into Amazon's Hall of Fame as one of the top 25 bestselling authors of all time. A noted speaker, author, and businessperson, he serves on several boards and is currently busy with new projects: a chain of full-service car washes and three forthcoming books, High Five!
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