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Raving Fans: A Revolutionary Approach to Customer Service Audio CD – Abridged, Audiobook, CD
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"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 --This text refers to the Hardcover edition.
From the Inside Flap
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 tips and innovative techniques that can help anyone create a revolution in any workplace--and turn their customers into raving, spending fans.
Top Customer Reviews
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.
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.Read more ›
Most Recent Customer Reviews
I am a 2 time franchisee, currently in the fashion industry with Supercuts salons. We use this book as inspiration on how we can strive to make our service better. Read morePublished 20 days ago by Amazon Customer
Great book, it struck me personally. I can take the 3 pillars to our team as well, and incorporate into the daily needs of success.Published 1 month ago by Misty B.
propoganda for a world of yelping idiots. good read. no big words. retail crapola stuff. go love on your customers... at least till they kick you off their legs! =)Published 1 month ago by William Franceschi
Great Book on Customer Service... Actually used it to look at how I treat people who come visit our church.Published 1 month ago by Bryan Herrick
Great read! I have read through this a few times and have been able to utilize the information in my professional and personal life.Published 2 months ago by Amazon Customer
The world would be a better place if more businesses applied this book.Published 2 months ago by Scott W
Is customer service a dying art? It might be.
When was the last time that you had a really great experience as a consumer? What did you do after? Who did you tell? Read more