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Raving Fans : Revolutionary Approach to Customer Service Unknown Binding – January 1, 1998
Enhance your purchase
- Print length160 pages
- LanguageEnglish
- PublisherHarpercollins
- Publication dateJanuary 1, 1998
- Dimensions7.8 x 0.35 x 5.08 inches
- ISBN-109780006530695
- ISBN-13978-0006530695
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Product details
- ASIN : 0006530699
- Publisher : Harpercollins; New edition (January 1, 1998)
- Language : English
- Unknown Binding : 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: #51,365 in Books (See Top 100 in Books)
- #51 in Customer Relations (Books)
- Customer Reviews:
About the authors
Discover more of the author’s books, see similar authors, read author blogs and more
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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1) "The first magic secret is Decide What You Want...When you decide what you want you must - create a vision of perfection centered on the customer."
2) "...Discover the customers' vision of what they really want and then alter your vision if need be."
3) "...There are really three (traps of customer listening)...I've already told you about the first one: customers saying one thing and meaning another. That leaves two: 'Fine' and silence...past experience has taught us people don't care - or they don't want to make a fuss - so why bother? Customers assume no one really wants to know what they think."
4) "The immediate (customer) vision may be narrow, but customers care about everything...It's just that most of them haven't thought through their whole relationship with you, only some specific areas. Because customers are often so focused on a specific priority, it's easy to match up what they want with what area of your vision. But first you have to discover what they really want."
5) "The third secret was, and really still is, Deliver the Vision Plus One Percent...The secret says two things. First, it tell you to deliver. Not sometimes, not most times. But all the time. No exceptions contemplated or allowed. Second, it talks about 'plus one percent.'"
6) "To start with, limit the number of areas where you want to make a difference. First, it allows you to be consistent. Second, you'll be much further ahead doing a bang-up job on one thing rather than introducing a whole string of customer service goals all at once. You'll never bring it off. It just can't be done that way."
7) "Regardless of what you promise, though, it's consistency that's important...The worst thing you can do is meet expectations one time, fall short another, and exceed every now and then. I guarantee you'll drive your customers nuts and into the hands of the competition first change they get."
Overall I give the book 4/5 stars because I believe the need to learn the concept of raving fans outweighs the boredom I experienced at times as I read the book. The book would have received 5 stars, however, I have to deduct one star for the many pages of character conversations that should have been omitted from the book.
Top reviews from other countries

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

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.


