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Raving Fans: A Revolutionary Approach To Customer Service Hardcover – May 19, 1993

296 customer reviews

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Editorial Reviews


"A great commonsense approach to customer service" -- -- Jim Pattison President, The Jim Pattison Group

"An easily understood message and one every organization needs to hear." -- -- Eamon Ryan President, Lexmark Canada Inc.

"Making your customers Raving Fans is the competitive edge today. This book can jump-start you in that direction." -- -- James F. Nordstrom Co-chairman of the Boaard Nordstrom, Inc.

"Our strategic customer service plan is based on Raving Fans. It has helped focus our energy on this critical area. A must read!" -- -- Lynn Posluns President, Fairweather

From the Inside Flap

1 cassette / 90 minutes
Read by Rick Adamson, Kate Borger, and John Mollard

For those who wish to improve their business, here is a fresh and innovating look at customer service - the most important element in creating a successful business sin the 90s, from the co-author of The One Minute Manager. --This text refers to an out of print or unavailable edition of this title.

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Product Details

  • Hardcover: 137 pages
  • Publisher: William Morrow; 1 edition (May 19, 1993)
  • Language: English
  • ISBN-10: 0688123163
  • ISBN-13: 978-0688123161
  • Product Dimensions: 5.5 x 0.6 x 8.2 inches
  • Shipping Weight: 11.2 ounces (View shipping rates and policies)
  • Average Customer Review: 4.1 out of 5 stars  See all reviews (296 customer reviews)
  • Amazon Best Sellers Rank: #10,354 in Books (See Top 100 in Books)

More About the Author

Few people have influenced the day-to-day management of people and companies more than Ken Blanchard. A prominent, sought-after author, speaker, and business consultant, Dr. Blanchard is universally characterized by his friends, colleagues, and clients as one of the most insightful, powerful, and compassionate individuals in business today. Ken is one of the most influential leadership experts in the world and is respected for his years of groundbreaking work in the fields of leadership and management.

Dr. Ken Blanchard is the cofounder and Chief Spiritual Officer of The Ken Blanchard Companies, an international management training and consulting firm that he and his wife, Margie Blanchard, began in 1979 in San Diego, California. In addition to being a renowned speaker and consultant, Ken also spends time as a visiting lecturer at his alma mater, Cornell University, where he is a trustee emeritus of the Board of Trustees.

Ken has received many awards and honors for his contributions in the fields of management, leadership, and speaking. The National Speakers Association awarded him its highest honor, the "Council of Peers Award of Excellence." He was inducted into the HRD Hall of Fame by Training magazine and Lakewood Conferences, and he received the Golden Gavel Award from Toastmasters International. Ken also received The Thought Leadership Award for continued support of work-related learning and performance by ISA--The Association of Learning Providers. Ken has been inducted into Amazon's Hall of Fame as one of the top 25 best-selling authors of all time. The business school at Grand Canyon University bears his name. In addition, Ken teaches students in the Master of Science in Executive Leadership Program at the University of San Diego.

Born in New Jersey and raised in New York, Ken received a master's degree from Colgate University, and a bachelor's and PhD from Cornell University. An avid golfer, Ken belongs to the Loch Lomond Golf Club in Scotland.

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Customer Reviews

Most Helpful Customer Reviews

104 of 114 people found the following review helpful By A Customer on June 10, 1998
Format: Hardcover
I've been a struggling small business owner (some 32 to 38 employees, depending upon the season) thinking my problem was either that I was undercapitalized or that I had hired the wrong people. Raving Fans was a wake up call. The problem was I wasn't creating raving fans. I was satisfied if my customers were satisfied, but I learned in this book that service is so bad that customers expectations are low. It's easy to satisfy low expectations and it doesn't mean very much. You have to create raving fans. Customers who tell others how wonderful you are. Today everyone in my company is focused on customers. Focused on creating stories our customers can tell others. Creating those magic moments the book calls giving symbolic hugs. Best of all Raving Fans gave me the road map to do it, all wrapped up in three easy lessons. This book may be simple, but it is also profound and by far the best customer service book I've ever read, and I guess the best business book too. I'd be out of business today if I hadn't adopted the strategy of creating raving fans and then getting everyone in the company to do the same. The result is we've stopped buring our customer list every six months. We're retaining old customers, adding new ones and sales are way up. Today Raving Fans is required reading for every new hire. Thanks Amazon for this opportunity to write this review. You're the best. I'm your RAVING FAN!
Richard Anders
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64 of 70 people found the following review helpful By Sawdust123 on June 26, 2002
Format: Hardcover
Raving Fans is a decent business text and a nice break from some of the more academic titles out there. Like most Ken Blanchard titles, the book is a very easy and quick read. Its value for the time invested is therefore good (but not great).
The most important teaching from this book was that you can't settle for simply "satisfied" customers. Service expectations are often so low that people claim to be satisfied when indeed they are not. This leaves you vulnerable to any competitor that merely raises the bar on service. This is not rocket science. Like the rest of the book, the advice given is practical albeit simplistic.
Raving Fans suffers from a lack of real-world examples. The fictional stories are handy for getting one to think about creative service ideas. Unfortunately, there is a lack of supporting details to show how these ideas translate to profitability. You can't grab onto these ideas and say to a doubting associate; "Of course this can work. This is just how (insert name of real business here) did it!"
If you don't have much time to read about customer service ideas, I would pass on this book and go directly to Carl Sewell's book "Customers for Life". Sewell owns a real business and discusses the real-world issues of increasing customer service levels including compensation incentives, costs, service abuses and bottom line results. I felt that Sewell's book was a much better value for the time invested.
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32 of 33 people found the following review helpful By A Customer on June 12, 1998
Format: Hardcover Verified Purchase
I'm a dentist, and even though people think I have patients, they are also customers. I and my staff have to deliver exceptional service if I expect them to come back and refer their friends and family to me. The normal dental experience in this world is "well, he didn't hurt me too much." I want people to rave about their dental visits, not just tell the usual "horror stories"! This book has been used in my office as a reading assignment and the subject of staff meetings, in an attempt to comunicate to my staff and have them deliver service that exceeds the patient's expectations. The simple style it's told in really keeps their attention, since most people will not read the more detailed and lengthy books on the market that are similar in substance. Highly recommended for any business person--large or small!
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31 of 33 people found the following review helpful By Jeff Jones on February 22, 2001
Format: Hardcover Verified Purchase
Kenneth Blanchard continues his trend of writing easy-to-read books with BIG ideas for making your business better. Raving Fans is a book of stories relating how fictional companies have created an environment of delivering awesome customer service. A guy that has just been put in a managment position requiring a turnaround goes on a fictional trip with his "angel" to visit businesses that have figured out their vision and their system to deliver customer service extraordinary. Based on three simple principles (Decide, Discover, Deliver), each company has created a group of Raving Fans (not just customers, but fans) who wouldn't consider shopping anywhere else for what one of these companies offers. Within each story is other nuggets of common sense and good ideas that can be implemented in any company that has customers and wants to create fans. We required our store managers to read the book and each created a list ranging from 20-40 points that they can put into effect at their stores to improve customer service. This is a simple, must-read for every business owner and manager.
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58 of 69 people found the following review helpful By Dan E. Ross on April 3, 2002
Format: Hardcover
This book is written in "parable" or story telling format and is different to read for most people. If you have read the best seller One Minute Manager or Leadership and the One Minute Manager it is written in comparable form. I have read both of the prior books.
First off, the book basically talks about customer service (vs. goal setting & reward/punishment in the one minute manager) and how companies need to offer exemplary service to create Raving Fans, as the authors title it. I was simply hoping to get one good idea/thought out of the book and I did. It was EXCEPTIONALLY easy to read, as I read the 132 pages in about 2.5 - 3 hours total. The book has a lot of dead space and big font so you aren't getting tons of "filler." The authors try to focus on one business issue and address it succinctly.
This book is good and bad depending on what you expect to get out of it.
It is good because (1) anyone can read this book (2) customer service is horrible in today's environment so it is timely (3) The book provides great illustrations and (4) The authors get the point across.
Having said that, they never talk about the business implications of what the characters do. They say that customers love their service or product but they negate to talk about the cost implications. Business is about making money, not being loved by everyone. I love great service and all the frills but, at the end of the day, I have to make it worth the investment to the business owner.
Yes, our economy is very much about selling an experience to someone, but there are cost implications to having carpeted floors in grocery stores and full service gas stations that don't price their gas more expensively.
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