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Raving Fans: A Revolutionary Approach To Customer Service Hardcover – May 19, 1993
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"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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Top customer reviews
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).
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.
Like many of Blanchard's books, it's a quick and breezy read. I initially read it on a flight, but it's great to go back to and reference. "Decide what you want, decide what the customer wants and deliver what the customer wants...plus one" are the primary themes.
Overall, it's fairly simplistic, common sense type material but a great reminder of how all those in sales and service should treat a customer.
When was the last time that you had a really great experience as a consumer? What did you do after? Who did you tell?
Ken Blanchard shares (in a very anecdotal way) some very compelling principles about creating and maintaining amazing customer experiences. The book will definitely challenge the way that you currently look at the customer experience and encourage you to improve.
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.