Dave bryan contributing editor in my last article, i talked about company culture and how it can make or break client satisfaction. Ken blanchard coined the term raving fan to describe a customer who is so overwhelmed and floored by the customer. Based on their book raving fans, ken blanchard and sheldon bowles would tell you. Her customer service is impeccable and will bend over backwards for you. Just when you think its doom and gloom and you have to spend millions of pounds on marketing and this and that, you have this amazing thing now called fan power. The message and learnings in the book however can, and should, be utilized globally. Raving fans is written by ken blanchard and sheldon bowles, whose books have sold more than 12 million copies in twentyfive languages. It has two main characters charlie and the area manager. Leading at a higher level summary ken blanchard soundview. He consistently updated us on timelines and was always available if we had questions. 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 bottomline results.
Your staff should be trained on systems that give to clients. The best part is that if you like putting smiles on peoples faces, youre going to love his relationshipbased sales strategy. His books have sold more than 12 million copies in 25 languages. Mar 06, 2018 told as one continuous story line, raving fans is a quick read, as are all of ken blanchards books. He turns customers into raving fans with his array of powtoons. Several years back, i had the good fortune of getting an inside view of. Bad raving fans come from bad customer service the first is the one that we want to avoid. I sat down with matt to learn more of his inspiring story. Sheldon bowles sheldon bowls was the coauthor of this book. Subscribe i think im a fan of people who were brave, my aunt, my grandmother, those are my heroes.
James foo i have never seen a more practical and straight to the point book on building on customers. The one minute manager gives managers three simple tools, which each take 60 seconds or less, but can tremendously improve how they do their job. Session objective nonverbals to bring about consistency in meeting and exceeding customer needs and thereby providing raving fans service 4. Jun 19, 2018 without going into a book analysis, the problem is clear. May 19, 1992 considering raving fans covers a compelling topic and is only 2 pages, i figured id read it. A revolutionary approach to customer service by ken blanchard and sheldon bowles. Carolyn higgins is the president and founder of fortune marketing company. Raving fans lead to free brand building, crossselling, and referrals for your agency. Now heres the real question are your customers, satisfied customers. Kenneth hartley blanchard author and management expert. As your customer experience specialists, we can help you to engage loyal, raving fans at each and every touchpoint. I would love to connect with you and support you in building your business. Raving fans unlimited wants you to have all the raving fans that you deserve.
A raving fan, by the way, is a customer who is so awestruck by the level of service they receive when dealing with you that they cant help but tell the story over and over. I utilized her on my second home and was even better. For the music business, social networking is brilliant. It made it a little tricky to break up into weekly readings but we found this little book to be packed with customer service and customer experience wisdom. If youre just getting started, the raving fans toolkit is designed to help you clarify who will rave about your great work find them, and begin to build relationships with them. Told as one continuous story line, raving fans is a quick read, as are all of ken blanchards books. How to create your own raving fans insurance journal.
Ian pratt the book raving fans is, in my opinion, an essential read for anyone working in the field of customer service, however if you are, or aspire to be, a senior manager in a customer service environment then it is more than an essential read, it is also a book that you. The only thing id change is an option for a flat version rather than just the ones that are thicker in the middle with finger grooves premolded into them. Her personal mission is to help small businesses stop wasting money on advertising and promotions that dont deliver and help business owners implement an effective marketing system that will bring in more customersconsistently. May 03, 2012 raving fans lead to free brand building, crossselling, and referrals for your agency.
If you really want a booming business, you have to create raving fans. Raving fans innerspeak past life clearing, ancestral clearing. Do yourself a favor and make a note to read this book in the next 30 days. First you will need a detailed vision, creating a vision of your future customer service model centered on your customers will take time and effort but without it you will not be able to progress.
And heres the good news for you people are so inundated with poor service these days, that it. And heres the good news for you people are so inundated with poor service these days, that it doesnt take much to impress them anymore. This, in a nutshell, is the advice given to a new area manager on his first dayin an extraordinary business book that will help everyone, in every. It proved to be a very easy read, progressing through one continuous story with no chapters to speak of. This concludes the twopart series on key takeaways from raving fans and their market research implications. A definition nonverbals raving fans customer satisfaction v s 5.
If there is a sparknotes, shmoop, or cliff notes guide. Sheldon bowles and ken blanchards raving fans, is written in the parable style of gung ho. In this video i discuss the three big principles in the book raving fans, a revolutionary approach to customer service by ken blanchard. Ken blanchard and spencer johnson are legends on their own already. A revolutionary approach to customer service from the worlds largest community of readers. One of the goals behind database health monitor is to have many extremely happy customers, those customers are called raving fans. About the author ken blanchard is chairman of the board of blanchard training and development, inc. The bunker would be interested in hearing your feedback in the comments section below. 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. Just having satisfied customers isnt good enough anymore. Finally they have brought all of that knowledge together and distilled it into leading at a higher level. Raving fans the ten truths for small business owners.
Raving fans is a book of stories relating how fictional companies have created an environment of delivering awesome customer service. I am very happy with the installation of the hd tailgate hinges. How chevy creates raving fans with powtoon powtoon blog. June 11, 2019, posted by richard rahe thank you so much with your assistance in sending me the missing hardware in my tailgate reinforcement kit. Matt increases chevys sales in some of the most innovative ways ive ever seen. Thad lacinak is vp and nationwide director of animal training for busch entertainment corporation, and. Ken blanchard is the chief spiritual officer and chairman of the board of the blanchard companies, and the author of a dozen bestselling books, including the one minute manager, raving fans and gung ho. Regardless of your creative freedom entrepreneur type, there are a few common traits that all raving fans have in common. Raving fans create insane amounts of social viral love for your products and services george hutto duration. But just a few pages in youll lean that raving fans is about a lot more than creating excellent customer service. Raving fans is a parable that teaches how to define a vision, learn what the customer really wants and deliver results that turn customers into raving fans. Grow 4 ways to develop raving fans inside your company every business aspires to create brand advocates who will sing their praises. I utilized her on my first ever home purchase and the transaction was stresshassle free. Creating raving fans for your business tony robbins.
Oct 18, 2015 we use your linkedin profile and activity data to personalize ads and to show you more relevant ads. Used it on the wooden handles on some older bessey clamps and basically turned them into 2k handles. You might remember when a dominos pizza customer posted a receipt online that had racist remarks about her appearance. The only drawback to the style of this book lack of chapters is that when you want to look up the three different secrets to developing raving fans, you have to flip through the book to find the pictures that represent the keys. Now i would like to discuss how to create a common language for everyone in your company, so that everyone can understand what raving fans are, and how important they are to your business. Raving fans summary and analysis like sparknotes free book. Department store, not a chain, restrooms were very clean and had an attendant, kids had a play area and people watched them, unlimited items in the dressing room, pinned white carnations on customers and red on employees, free coffee, use raving fan service customers needs whenever possible, raises and promotions for outstanding service. Considering raving fans covers a compelling topic and is only 2 pages, i figured id read it. The book raving fans is, in my opinion, an essential read for anyone working in the field of customer service, however if you are, or aspire to be, a senior manager in a customer service environment then it is more than an essential read, it is also a book that you should refer to regularly. Raving fans is a parablestyle story that teaches how to define a vision, learn what the customer really wants, and deliver effective systems that turn customers into raving and spending fans. Oct 26, 2016 raving fans create insane amounts of social viral love for your products and services george hutto duration. By creating and sustaining an exemplary customer experience, your clients will. Nate streeter owner streetsmart marketing steve lundgren.
The book was a quick read and offered some good pointers revolving around customer service. Raving fans claims to be a revolutionary approach to customer service. Raving fans customers is an easy to read, informative and full of solid proven concepts. Learn vocabulary, terms, and more with flashcards, games, and other study tools. The book raving fans, by kenneth blanchard and sheldon bowles, is focused on the importance of customer service and teaches the average person how to create raving fans the book is told in a story like format. This book forces you to think critically about the way you want your business to run and then how to turn your customers into raving fans. Find all available study guides and summaries for raving fans by ken blanchard and sheldon bowles. But it starts by building internal advocates first. Key market research takeaways from raving fans part 2 rms. Raving fans matt motil within my first 30 days of working with jason i found a great deal i pitched to my buyer in the morning, and my the afternoon had a contract in place for exactly what i asked. This book uses a narrative, thirdperson format to show the reader the benefits of employing the mindset of businesses with raving fans.
Raving fans is written in the parable style of the one minute manager and uses a pdf 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 another program of the month. It uses a brilliantly simple and charming story to teach how to define a service vision, learn what a customer really wants, institute effective systems, and make stunning customer service a competitive advantagenot just another flavor of the month program. Watch the interview we did in a short and rocking powtoon. How to create raving fans with legendary customer service. In this raving fans summary, well outline the 3 secrets of creating raving fans to achieve amazing. Blanchard, a leading management consultant and author of the new york times best seller the one minute manager, and his colleagues at the ken blanchard companies have spent over 25 years helping leaders and organizations become great and remain great. Blanchard, 1993, morrow edition, in english 1st ed. This, in a nutshell, is the advice given to a new area manager on his first dayin an extraordinary business book that will help everyone, in every kind of organization or business, deliver stunning customer service and achieve miraculous bottomline results.
Technically, raving fans is written for management or those who spend their days at the front line of a company. Raving fans includes startling tips and innovative techniques that can help anyone create a revolution in any workplaceand turn their customers into raving, spending fans. How to create raving fans with legendary customer service zendesk. Your customers are only satisfied because their expectations are so low and because no one else is doing better.