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Ken Blanchard

Sheldon Bowles

Raving Fans : Revolutionary Approach to Customer Service Paperback – April 30, 2004

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

1,226 ratings

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With a new foreword by Ken Blanchard A straightforward and snappy guide to successful customer service from the author of the bestselling The One Minute Manager. Raving Fans, in a nutshell, is the advice given to a new Area Manager on his first day -- in an extraordinary business book that will help everyone, in every kind of organisation or business, deliver stunning customer service and achieve miraculous bottom-line results. Raving Fans is written in the parable style of The One Minute Manager and uses a brilliantly simple and charming story to teach how to define a vision, learn what a customer really wants, institute effective systems, and make Raving Fan Service a constant feature -- not just a passing fad. Business is in the midst of a service crisis that has left millions of disillusioned customers in its wake. 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.

Print length

160 pages
Language

English
Publisher

Harpercollins Pub Ltd
Publication date

April 30, 2004
Dimensions

7.8 x 0.35 x 5.08 inches
ISBN-10

9780006530695
ISBN-13

978-0006530695
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Product details

ASIN ‏ : ‎ 0006530699
Publisher ‏ : ‎ Harpercollins Pub Ltd; New edition (April 30, 2004)
Language ‏ : ‎ English
Paperback ‏ : ‎ 160 pages
ISBN-10 ‏ : ‎ 9780006530695
ISBN-13 ‏ : ‎ 978-0006530695
Item Weight ‏ : ‎ 3.17 ounces
Dimensions ‏ : ‎ 7.8 x 0.35 x 5.08 inches

Best Sellers Rank: #12,547 in Books (See Top 100 in Books)
- #15 in Customer Relations (Books)

Customer Reviews:
1,226 ratings

About the authors

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Ken Blanchard
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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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Sheldon Bowles
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Discover more of the author’s books, see similar authors, read author blogs and more
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Customer reviews

5 star		77%
4 star		11%
3 star		6%
2 star		2%
1 star		3%

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Top reviews from the United States

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Onenine79

Obnoxiously Written.

Reviewed in the United States on May 22, 2019

Verified Purchase

This book is so obnoxiously written. Instead of the typical business book it's written as a story with characters teaching you the lessons. This should be a good thing, something different to engage the reader. It's done so poorly and again so obnoxiously that it's so difficult to get through and it's a very short book. There are three pieces of main advice in this book and they are all super basic and obvious. 100% not worth it.

11 people found this helpful

Helpful

What a joke

Reviewed in the United States on December 19, 2020

Verified Purchase

Bought this book after hearing about it from a "raving fan" colleague who said he reads this every year. After first skimming, I noticed that extra large font, enormous margins, and thought it looked more like an essay stretched into a book. But, then again, that's not always bad. Many business books SHOULD be essay-length rather than stretched into a book long enough to justify a $20 hardcover price.

Then I started reading it...

WTH? Is this a joke? I don't even know where to begin about explaining Charlie, golf ad naseum, etc. Read other reviews for that. I did manage to skim/read this crapfest to at least get a small sense of completion. But I certainly won't be back. This was more like a poorly written children's book written by someone who learned about business from watching 60s sitcom TV Dads.

One person found this helpful

Helpful

Jackie

Quick read - could have been a one-pager

Reviewed in the United States on March 25, 2021

Verified Purchase

The book makes its point well. Is it repetitive? Yes. Could I have gathered the important pieces in 3 sentences or less? Yes. If it was only 3 sentences, could I execute on that successfully? Yes. Was it at least entertaining? Yes. All-in-all, worth the read if you are serious about improving your business' relationship with customers, whether your customers are internal or external (because remember, a customer is a customer, regardless of whether you work for the same company or not).

One person found this helpful

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Mariana

Great read!

Reviewed in the United States on May 14, 2021

Verified Purchase

Very quick read. Really eye opening & a great tool if you are opening up your own business or manage a team.

2 people found this helpful

Helpful

Tony M

I read this book almost 10 years ago, and still use the concepts EVERY DAY!

Reviewed in the United States on April 6, 2014

Verified Purchase

Some people might call this book simple...but in my opinion that is what makes it great! I buy this book for each and every person that joins my team! It is essential.

I don't think a day goes by my team and I don't mention the words "Raving Fans" or at least discuss some concept from the book. There is no other customer service book that I can say that about.

The concepts are simple and if you follow them, and make them part of your culture, you'll be amazed at how much your level of customer service will improve. Just a few little systems applied to your business can take you from mediocre to amazing!

WARNING - You will not see the world the same again. You'll be disgusted everywhere you go after reading this book, when you see how bad customer service really is in this world.

15 people found this helpful

Helpful

Ronda Ross

Disappointed

Reviewed in the United States on September 22, 2019

Verified Purchase

I have read lots of great reviews regarding this book but I was personally disappointed. I felt it was common sense. I usually get one thing from a book and I was sad that I did not pick up one nugget from it. If you are seasoned business owner I think there are better ones out there.

Helpful

Kindle Customer

If I could give it a half star I would

Reviewed in the United States on August 26, 2021

Verified Purchase

Very strangely written in a bizarre "it's a wonderful life" meets marketing book to illustrate the concept that good customer service wins loyal fans.

I'm sure somebody would enjoy it, but I thought it was awful and couldn't get through it.

Helpful

David

One of the best little books on Customer Service

Reviewed in the United States on November 22, 2009

Verified Purchase

'Raving Fans: A Revolutionary Approach to Customer Service' is a book that I discovered referenced in several other books that I've been reading. In each other book, little was said other than a quote here or there. But noticing the book's presence, I purchased it and am glad I did.

The book is written like a goofy fairy-tale--but you understand the gimmick and it helps you read the book quickly, makes memorable the lessons, and enables you to easily reference the points it is making.

In a couple weeks, I will be leading a retreat on church membership assimilation as part of my doctoral dissertation and plan to use this book as a catalyst in discussing quality customer service from a guest's perspective.

I whole-heartedly recommend this book. It says what other books take hundreds of pages to say in just a few pages, and you can pick up this book for just a penny from a host of used book sellers (although it is definitely worth its retail price).

4 people found this helpful

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Top reviews from other countries

Amazon Customer

brilliant message and entertaining read

Reviewed in the United Kingdom on December 25, 2019

Verified Purchase

Got this book second hand for extremely low price.
Didn’t expect it to be much, as part of management course reading suite.
This book is amazing - I love it, its message can be applied in many situations and can help build yourself.
I would buy a new copy as it is so good I read it multiple times, however the second hand copy is so good I don’t need to.
I have handed this to colleagues to read, its not a long read - two hours solid from front to back, but needs reading again and again.

One person found this helpful

dave

ultra-simplified for easy comprehension

Reviewed in the United Kingdom on January 28, 2021

Verified Purchase

this book is 4 or 5 stars it was too difficult to be sure.
parable story telling (as the one minute manager) to get across 3+ fundamentals of service or customer experience management. why 3 + because all 3 secrets are shared, each secret has more than 1 message.
the difficulty is this: considering when the book was written those 3 secrets were so ahead of their time, but literally every modern CX book today has those messages inside. therefore 5 stars. but considering where CX is today and the books out there this book is a bit dated. hence 4 stars
but great is you want a very easy introduction to CX

Roy

Purile and Boring.

Reviewed in the United Kingdom on June 24, 2020

Verified Purchase

I was recommended this book by a senior businessman client of mine. I bought it on this basis but i found it written in a childish manner and was far too 'American' for my tastes. I did not bother finishing it and I think I have thrown it away. Better books on the subject are available.

A Youngs

Mixed Value

Reviewed in the United Kingdom on May 31, 2019

Verified Purchase

This book might be quite inspiring if you're just starting a business and possibly I'm a bit long in the tooth for its message - I guess there wasn't much (if anything) new for me here. But the story that gives the message is engaging and it's well-written, if probably a bit dated and US-centred.

One person found this helpful

Amazon Customer

A fantastic book in the One Minute Manager series

Reviewed in the United Kingdom on January 18, 2018

Verified Purchase

A fantastic book in the One Minute Manager series. If you enjoy reading about management techniques this is a great read; for both beginners and experts.

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Raving Fans : Revolutionary Approach to Customer Service Paperback – April 30, 2004

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Ken Blanchard

Sheldon Bowles

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