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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
Told in the parable style of "The One Minute Manager, RAVING FANS uses a brilliantly simple and charming story to teach listeners how to define vision, learn what a customer really wants, institute effective systems, and make Raving Fan Service a constant feature--not just another program of the month.
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. --This text refers to the Audio CD edition.
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Top Customer Reviews
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.
If there were real companies and real case studies, that would be one thing, but there is no indication that any of this is real, and you have to face reality - people shop on price. Competition can kill your wonderful customer service organization if you are too expensive. Yet nowhere in the book is a whiff of the creativity needed to find things that create great customer service at a low cost.
Well it is a breezy read, which would probably have fit in about 60 pages had the layout not been as childish as the presentation. There is probably some good advice in here, but the presentation is so bad, that I am almost unwilling to credit that it can be done.