Greg's Reviews > Raving Fans: A Revolutionary Approach to Customer Service

Raving Fans by Kenneth H. Blanchard
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's review
Jan 07, 2014

liked it
bookshelves: business-self-help

I enjoyed this short and to-the-point analogy of what it means to provide excellent customer service. I fully agree with Blanchard that today's society expects terrible service, I know I do. Why is this? Though I have little practical experience to back it up, I believe that the 3 steps given in this book could be revolutionary to a company, or any kind of organization. Everything comes down to a human to human concern, and everything else is just excess.

The three steps are:
1- Decide what you want; create a vision of perfection
2- Discover what the costumer wants; 'fine' and silence could be bad
3- Deliver plus one; grow 1% a week consistently and flexibly

I love the simplicity and clarity of these steps, though it seems things can easily get more hairy once actually in the driver's seat of an organization.

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Reading Progress

Started Reading
January 7, 2014 – Shelved
January 7, 2014 – Finished Reading
March 6, 2014 – Shelved as: business-self-help

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