Raving Fans: A Revolutionary Approach to Customer Service [ABRIDGED] [AUDIOBOOK] (Audio Cassette)

by Kenneth Blanchard (Author), Sheldon Bowles (Author)

Editorial Reviews

Review
"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 --This text refers to the Hardcover edition.

Product Description
In a fresh and innovative look at customer service, the authors present an entertaining story about an area manager with a rotten service record and his golf-playing good fairy who teaches him how to turn customers into raving fans.

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Product Details

• Audio Cassette
• Publisher: Random House Audio; Abridged edition (April 19, 1993)
• Language: English
• ISBN-10: 0679424954
• ISBN-13: 978-0679424956
• Product Dimensions: 7.1 x 4.4 x 0.8 inches
• Shipping Weight: 3.7 ounces
• Average Customer Review: 4.0 out of 5 stars See all reviews (130 customer reviews)
• Amazon.com Sales Rank: #962,587 in Books (See Bestsellers in Books)

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Customer Reviews

Most Helpful Customer Reviews

67 of 71 people found the following review helpful:

5.0 out of 5 stars This book saved my company!, June 10, 1998

By A Customer

This review is from: Raving Fans: A Revolutionary Approach To Customer Service (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

24 of 25 people found the following review helpful:

5.0 out of 5 stars I'm a Raving Fan!, February 22, 2001

By	Jeff Jones (Decatur, TX United States) - See all my reviews (REAL NAME)

This review is from: Raving Fans: A Revolutionary Approach To Customer Service (Hardcover)

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.

18 of 18 people found the following review helpful:

5.0 out of 5 stars Great for communicating customer service ideals to employees, June 12, 1998

By A Customer

This review is from: Raving Fans: A Revolutionary Approach To Customer Service (Hardcover)

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!