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Raving Fans: A Revolutionary Approach To…
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Raving Fans: A Revolutionary Approach To Customer Service (original 1993; édition 1993)

par Ken Blanchard (Auteur)

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9571122,278 (3.45)Aucun
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.… (plus d'informations)
Membre:Leonardo.Galvao
Titre:Raving Fans: A Revolutionary Approach To Customer Service
Auteurs:Ken Blanchard (Auteur)
Info:William Morrow (1993), Edition: 1, 137 pages
Collections:Read, Votre bibliothèque, En cours de lecture
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Mots-clés:to-read

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Creating raving fans par Ken Blanchard (1993)

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Like most business parables, this had to grow on me while reading through it. Does provide some keen insight into creating and maintaining an attainable customer service mindset, and is a pretty quick read.

Recommended for those looking for customer service insight, or if you're just a sucker for the business parable genre. ( )
  alrajul | Jun 1, 2023 |
Raving Fans is popular among my upper-level managers (so much so that staff are occassionally exhorted to create "raving fans"), so I thought I'd take a look. There are some sound principles of customer service buried in this very brief book, but the parable delivery style is inane and condescending. The book design, with different amounts of text on every page, is distracting and clearly intended to turn a 50-page booklet into a 130-page hardback that can be marketed for $22. I appreciate the customer service philosophy that underlies Raving Fans, and will try to take it to heart as much as someone who isn't responsible for policy can, which I think boils down to going out of your way to solve problems whenever possible. But frankly I am not a raving fan. ( )
  IVLeafClover | Jun 21, 2022 |
The concepts in this book are amazing, and the idea behind the presentation is great, too. The actual presentation, however...

Holy crap, the writing in this book is bad. I mean really fucking bad. I spent half the time wanting to put down my highlighter and pick up a red pen and start making corrections. There's such a thing as good cheesy dialogue, and oh my god this book misses the mark hardcore. I'm glad that I read it, but man do I wish someone else had written it.

Five stars for the customer service concepts
Five stars for the presentation concept
No stars for the writing ( )
  thewanlorn | Feb 24, 2020 |
Quick read, simple message, but sometimes the simplest of messages are the hardest to see without an outside perspective. And I'm more receptive to the message at this point in my life/career than when I was first given the book (mid-1990s), so context matters. ( )
  Razinha | May 23, 2017 |
I do not remember how I heard about this book. I have a vague recollection of reading that someone had just finished it. I first attempted to get it as an audiobook because I tend to get my nonfiction read faster if I listen to it rather than reading it, but the audiobook was not available, so I ended up with the print version. It was smaller than I had thought it would be. I also did not realize it was by the same author as "The One Minute Manager", which I read in the past, until I got it.

The book reads fairly quickly if you want it to. It's a parable form that shows the three steps the authors feel are most important in creating raving fans out of your customers--this means they aren't looking to leave you at the first opportunity but instead stay with you AND refer others to you. ( )
  JenniferRobb | Apr 10, 2016 |
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Nom de l'auteurRôleType d'auteurŒuvre ?Statut
Ken Blanchardauteur principaltoutes les éditionscalculé
Bowles, SheldonAuteurauteur principaltoutes les éditionsconfirmé
Bowles, SheldonAuteurauteur principaltoutes les éditionsconfirmé
Bowles, Sheldonauteur principaltoutes les éditionsconfirmé
Mackay, HarveyAvant-proposauteur secondairetoutes les éditionsconfirmé
Dahlberg, ErikTraducteurauteur secondairequelques éditionsconfirmé
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This book is dedicated to the seven customer-service "Charlies" who have shown us the way:
Senator Douglas D. Everett
Gary Heil
Harvey Mackay
Dev Ogle
Tom Peters
Richard Tate
David Watson
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Panic, Palpitations, and Panic.
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Discover what you want.
Create a vision of perfection centered on the customer.
Discover what the customer wants.
Deliver the vision plus 1 percent.
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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.

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