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Raving Fans: A Revolutionary Approach To Customer Service (精装)
by Ken Blanchard, Sheldon Bowles
| Category:
Customer service, Customer relationships, Sales, Business |
| Market price: ¥ 238.00
MSL price:
¥ 198.00
[ Shop incentives ]
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| Stock:
In Stock |
MSL rating:
 Good for Gifts |
| MSL Pointer Review:
In a time when customer service has become a core competency for firms this book teaches you ways how to turn customers into your Raving Fans. |
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AllReviews |
1 Total 1 pages 10 items |
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Richard Anders (MSL quote), USA
<>
I've been a struggling small business owner (some 32 to 38 employees, depending upon the season) thinking my problem was either that I was undercapitalized or that I had hired the wrong people. Raving Fans was a wake up call. The problem was I wasn't creating raving fans. I was satisfied if my customers were satisfied, but I learned in this book that service is so bad that customers expectations are low. It's easy to satisfy low expectations and it doesn't mean very much. You have to create raving fans. Customers who tell others how wonderful you are. Today everyone in my company is focused on customers. Focused on creating stories our customers can tell others. Creating those magic moments the book calls giving symbolic hugs. Best of all Raving Fans gave me the road map to do it, all wrapped up in three easy lessons. This book may be simple, but it is also profound and by far the best customer service book I've ever read, and I guess the best business book too. I'd be out of business today if I hadn't adopted the strategy of creating raving fans and then getting everyone in the company to do the same. The result is we've stopped buring our customer list every six months. We're retaining old customers, adding new ones and sales are way up. Today Raving Fans is required reading for every new hire. Thanks Amazon for this opportunity to write this review. You're the best. I'm your Raving Fans!
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Jim Pattison (President, The Jim Pattison Group) (MSL quote), USA
<2007-01-20 00:00>
A great commonsense approach to customer service. |
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Lynn Posluns ( President, Fairweather) (MSL quote), USA
<2007-01-20 00:00>
Our strategic customer service plan is based on Raving Fans. It has helped focus our energy on this critical area. A must read! |
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James F. Nordstrom (Co-chairman of the Boaard Nordstrom, Inc.) (MSL quote), USA
<2007-01-20 00:00>
Making your customers Raving Fans is the competitive edge today. This book can jump-start you in that direction. |
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Ilaxi Patel (MSL quote), USA
<2007-01-20 00:00>
A customer is the King. Decide what you want to give to the customer, Find out their needs and expectations, Foresee how you can fulfil their requirements - The main theme of this book perfectly teaches the Customer Approach. Raving Fans of Ken Blanchard love to read all his Books coz of his Innovative ideas and writing skills. I love all Ken's Reads and this one is no exception as it has all inspirational, encouraging, innovative and satisfying techniques to build better Customer Relationships. This book has proven techniques as it covers on 'After-service' facilities too and for a Corporate Insurance Executive & Advisor like me, I feel people sort for not only Service but also 'After sales Service' which builds a strong rapport with the customer and a long term, beneficial relationship, floating in more references therein. I heard a Doctor who had his Sonography Machines worth more than a 50 lacs insured but could not get the claim inspite of paying premiums only because the Company had waved off old machines and the new hubs cost him grand. The customer service is failed by Agent due to Govt. Insurance companies and in such cases, I guess it is worth a deal to strike with new better Insurance companies with affiliations. Hence, Ken's book is all about effective system and playing role as serving with style to create revolution at workplace and fetch in good business. Every Executive should read and follow Ken Blanchard's techniques and remember that Customers are not Satisfied anymore but require 'Service' and that is most important. Experiences leads to perfection with practical tips of Ken. A good pick.
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Nicole Davis (MSL quote), USA
<2007-01-20 00:00>
This book is a great read and a resonable explantion of the importance of customer service in any business. It is especially great if you are new to the world of work and/or customer service. Young students can gain a great deal from this book, from how to treat customers, find customers, knowing what drives customers, to how employees should be treated by a supervisor and the company that employs them. In response to Mike from Utah... exactly who do you think works in the customer service industry? The vast majority of American service providers are minimum wage earners, and, yes, some like their jobs. Employers have to keep them motivated somehow. This book not only provides a peek at how to do that, but, in typical Blanchard style, is a lighthearted, easy to understand read. The book says nothing about "automation employees". Quite the opposite...giving your employees the authority to make the decisions necessary to help a customer frees them from that automation. If you learn anything from reading this book... it is just that.
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Joey Brannon (MSL quote), USA
<2007-01-20 00:00>
The intellectual content of this little book could fit nicely and succinctly in a 500-1000 word magazine or journal venue. Instead, Blanchard sticks to the successful story telling formula that served him well in The One Minute Manager. The concepts are good, and I think their true value lies in their simplicity. They are easily understood and therefore should be easy to apply. Successful implementation may be another matter. If you agree with the concepts, and it's hard to see how you wouldn't, the actual book is a great tool to get them out to your people. The long narrative has the effect of beating the points into your head and the examples leave little to the imagination as to how the concepts can be fleshed out. I have found that people who last raved about Who Moved My Cheese also rave about this book. Those who don't care for this type of cutesy, least common denominator writing style will try to get through it as fast as possible and glean the concepts for further consideration afterwards. It can be read cover to cover in about an hour and a half at a pretty leisurely pace. Regardless of whether or not you like the style of the book I think you will find the concepts and down to earth examples good food for thought in your own enterprise.
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B. Shenoy (MSL quote), India
<2007-01-20 00:00>
The new Area Manager is wondering on what could be done to retain his customers and his job. Just then a fairy godmother "Charlie" appears and takes him around to businesses that create raving fans through exemplary customer service. Let us take the case of a visit to a departmental store. Our Area Manager is looking for a book to be gifted to this wife on her birthday. Upon arrival he and Charlie are greeted by the sales staff who pin a complimentary white carnation on their suits. The store has a superb play area for children. The rest rooms are glittering and the towels are neat and crisp. The book he is looking for is not available at this store but the lady at the books section dispatches her assistant to procure it from a neighboring shop, gift wraps it and hands it over to her customer - at no extra cost. Our Area Manager is amazed. How can they afford to do this? Pat comes the reply from the man who runs the business - How can you afford Not to do this?
Charlie takes our Area Manager for golf in between visits to several such places of excellence. They come up with three simple but important principles to create Raving Fans.
This book applies to all businesses. Take the case of the IT industry. Technocrats who focus more on technology than on their customers staff this industry. Till recently, thanks to the global shortage of well-trained professionals in this area, a streak of arrogance and sharp edges were common traits. "We are knowledge Workers - Stock Options and hefty salaries are our birthright" was a common belief in this tribe.
Suddenly, the IT industry finds itself swamped by competition and surplus people. Many companies whose stock prices pierced the roof a couple of years ago find themselves in Chapter 11. Customers have won again. They now exercise their choice and demand value for money- not just tech talk by smart yuppies. As in any other industry, only those companies that ensure stellar customer service at all levels of the Organization will be able to succeed. To all those who need to understand these core values I recommend this book.
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Scott Koon (MSL quote), USA
<2007-01-20 00:00>
Raving fans is the story of a manager that finds himself in charge of a failing department. He is given the position with the understanding that he HAS to fix things, and fix them quickly. To the rescue comes his "fairy godmother" Charlie - a guardian angel with a penchant for golf and a great deal of information about how to make customers more than satisfied.
Through this parable the manager and the reader learn there are three rules for making your customers "Raving Fans". First, decide what you want. Second, discover what the customer wants. Third, deliver plus one.
Ken Blanchard and Sheldon Bowles have done an excellent job of boiling down excellent customer service to its essence. The rules are easy to read and simple to understand. But, like most things of consequence they will take time to master. This book is well worth the hour or two it will take to read.
However, delivering excellent service is only part of the equation. To have a truly profitable well-run organization you also need to have excellent leadership, a highly motivated team, and value-driven goals. While this book touches on these subjects it certainly doesn't do them justice. For a clearer picture I would also recommend reading Gung Ho!, Leadership By The Book, and The One Minute Manager -all part of Ken Blanchard's library of leadership materials. All of them are quick read s, and amazingly informative. Together they create an excellent picture of how a successful, value-centered organization should be run.
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Dan Ross (MSL quote), USA
<2007-01-20 00:00>
This book is written in "parable" or story telling format and is different to read for most people. If you have read the best seller One Minute Manager or Leadership and the One Minute Manager it is written in comparable form. I have read both of the prior books.
First off, the book basically talks about customer service (vs. goal setting & reward/punishment in the one minute manager) and how companies need to offer exemplary service to create Raving Fans, as the authors title it. I was simply hoping to get one good idea/thought out of the book and I did. It was exceptionally easy to read, as I read the 132 pages in about 2.5 - 3 hours total. The book has a lot of dead space and big font so you aren't getting tons of "filler." The authors try to focus on one business issue and address it succinctly.
This book is good and bad depending on what you expect to get out of it.
It is good because (1) anyone can read this book (2) customer service is horrible in today's environment so it is timely (3) The book provides great illustrations and (4) The authors get the point across.
Having said that, they never talk about the business implications of what the characters do. They say that customers love their service or product but they negate to talk about the cost implications. Business is about making money, not being loved by everyone. I love great service and all the frills but, at the end of the day, I have to make it worth the investment to the business owner.
Yes, our economy is very much about selling an experience to someone, but there are cost implications to having carpeted floors in grocery stores and full service gas stations that don't price their gas more expensively. There are implications to buying a product at another store and selling it at the exact same price to your customer (what about the price of labor?) In that case you are actually LOSING money, except that the customer is happy.....
At the end of the day profits pay for the labor, rent, etc. Businesses have to make money and this part is really neglected in this book.
I love that they focus on the customer and finding out what their needs are but they negate to mention where people are in the food chain. What does the customer value the most? Is your business positioned to offer it? Do you offer headaches or tons of value to the customer are a few questions I think of daily?
If anyone is looking for a great business book check out The Essential Drucker by Peter Drucker as it is the best book I have read on management and the role of managers, businesses and individuals within a business. Your money and time would be better spent on that book.
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1 Total 1 pages 10 items |
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