|
|
Raving Fans: A Revolutionary Approach To Customer Service (Hardcover)
by Ken Blanchard, Sheldon Bowles
| Category:
Customer service, Customer relationships, Sales, Business |
| Market price: ¥ 238.00
MSL price:
¥ 198.00
[ Shop incentives ]
|
| 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. |
| If you want us to help you with the right titles you're looking for, or to make reading recommendations based on your needs, please contact our consultants. |
Detail |
Author |
Description |
Excerpt |
Reviews |
|
|
|
Author: Ken Blanchard, Sheldon Bowles
Publisher: William Morrow
Pub. in: May, 1993
ISBN: 0688123163
Pages: 160
Measurements: 8.8 x 5.8 x 0.6 inches
Origin of product: USA
Order code: BA00641
Other information: ISBN-13: 978-0688123161
|
|
Rate this product:
|
|
- Awards & Credential -
A classic on customer service and a bestseller ranking #840 in books out of millions on Amazon.com as of January 20, 2007. The author has written 11 bestselling business books, which have sold 12 million copies in 25 languages. |
|
- MSL Picks -
A major problem with most books on management processes is that that do too little to focus on how to make large amounts of progress beyond what is now done. Raving Fans is a big success in providing you with simple instructions for making large strides toward achievable perfection.
Imagining perfection is a critical first step to improvement, yet most people have never thought about what that could mean. Then testing that perfection with customers (and potential customers) must be done to be sure that there is a valid opportunity, and to be able to understand customers' ideas about achievable perfection. Then attaching the idea of continuous improvement toward that vision is also valuable, and useful. There are plenty of practical tips about how to do each part, which is key to making this book so valuable.
One of the reasons that I enjoy writing reviews about books on-line is that I can find a Raving Fans that agrees so much with my own perspective and research. This book will quickly get you past your Psychology of Disbelief, Bureaucracy, Procrastination, Communiation, and Ugly Duckling stalls.
(From quoting Donald Mitchell, USA)
Target readers:
Customer service managers, CSR leaders, CSRs, sales managers, sales reps, salesforce trainers, young professionals, anyone else interested in a career of sales or customer service.
|
|
- Better with -
Better with
Gung Ho! Turn On the People in Any Organization
:
|
|
Customers who bought this product also bought:
 |
Gung Ho! Turn On the People in Any Organization (Hardcover)
by Ken Blanchard, Sheldon Bowles
While Raving Fans focuses on ways to turn on customers, Gung Ho assists managers with concepts to turn on their employees to seek higher productivity. |
 |
The One Minute Manager Anniversary Ed: The World's Most Popular Management Method (Hardcover)
by Kenneth Blanchard, Ph.D , Spencer Johnson, M.D.
The greatest uniqueness of this management classic is its powerful simplicity. It's a short yet profoundly valuable book that everyone needs. |
 |
Who Moved my Cheese? (Hardcover)
by Spencer Johnson, Kenneth H. Blanchard (Foreword)
The author powerfully points out through this famous parable that how you change with the outside world determines whether you'll win or lose in business and life. |
 |
The Goal: A Process of Ongoing Improvement (Hardcover)
by Eliyahu M. Goldratt , Jeff Cox
A ground-breaking fictional novel describing real business practices, The Goal is a valuable guide to business issues. It's also one of the bestselling business books. |
 |
Fish! A Remarkable Way to Boost Morale and Improve Results (Hardcover)
by Stephen Lundin, Harry Paul, John Christensen
An engrossing tale about a fictional manager is charged with the responsibility of turning a unenthusiastic and unhelpful group into an effective team. |
|
|
Ken Blanchard lives in San Diego, California, and is the Chief Spiritual Officer of The Ken Blanchard Companies. He is the coauthor of The One Minute Manager and eleven other bestselling books.
His books have combined sales of more than twelve million copies in more than twenty-five languages. Blanchard was recently seen in the PBS special Gung Ho! Succedding in a Changing World.
|
|
From Publisher
"Your customers are only satisfied because their expectations are so low and because no one else is doing better. Just having satisfied customers isn't good enough anymore. If you really want a booming business, you have to create Raving Fans."
This, 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 organization or business, deliver stunning customer service and achieve miraculous bottom-line results.
Written in the parable style of The One Minute Manager, Raving Fans uses a 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.
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 new tips and innovative techniques that can help anyone create a revolution in any workplace--and turn their customers into raving, spending fans.
|
| View all 10 comments |
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!
|
Jim Pattison (President, The Jim Pattison Group) (MSL quote), USA
<2007-01-20 00:00>
A great commonsense approach to customer service. |
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! |
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. |
View all 10 comments |
|
|
|
|
