Raving Fans: A Revolutionary Approach to Enhancing Customer Service

Allen S.: Enjoyed reading

United States on Aug 26, 2023

Terry: I was referred to this book in passing by my manager. I think it is a must read for anybody that provides customer service. There are some very strong thought provoking statements in Raving Fans that have stuck to me like glue. My team is embracing the teachings from here and won an award for the best team in our organization.

United States on May 15, 2023

Tom: This is a great book on how to improve your customer service skillset.

United States on Apr 22, 2023

dave: this book is 4 or 5 stars it was too difficult to be sure.
parable story telling (as the one minute manager) to get across 3+ fundamentals of service or customer experience management. why 3 + because all 3 secrets are shared, each secret has more than 1 message.
the difficulty is this: considering when the book was written those 3 secrets were so ahead of their time, but literally every modern CX book today has those messages inside. therefore 5 stars. but considering where CX is today and the books out there this book is a bit dated. hence 4 stars
but great is you want a very easy introduction to CX

United Kingdom on Jan 28, 2021

Amazon Customer: Got this book second hand for extremely low price.
Didn’t expect it to be much, as part of management course reading suite.
This book is amazing - I love it, its message can be applied in many situations and can help build yourself.
I would buy a new copy as it is so good I read it multiple times, however the second hand copy is so good I don’t need to.
I have handed this to colleagues to read, its not a long read - two hours solid from front to back, but needs reading again and again.

United Kingdom on Dec 25, 2019

Pat Gillespie: A great read that shares the value of always putting the customer first in a very engaging and entertaining way. Good service simply isn't enough any more. You need to create "Raving Fans" for your product or service. This marvelous book shows you how. I have purchased 5 copies and given them to friends and colleagues.

Canada on Dec 04, 2017

jimmy71: Ken Blanchard explains what it really means to care about your customers. And i mean in a sincere way, without any shady tricks.
This book will explain to you what are the core principles starting and running a business which your customers trust and are highly likely to visit again.
Do not expect to get some elaborate business plans from this book.. What youll get out of it are the foundations. All the lines in between you will have to fill in by yourself.
I want to start a small business of my own and after reading this book i am feeling more confident as it underlined my believes of how a company should be operating.
Definitely i would recommend this book to a friend.

United Kingdom on Sep 12, 2016

Dr Aasiyah Ghazi: I read some of the reviews here of the book and the ones from those who give it 3 stars or less and have something negative to say don't understand one thing - Ken Blanchard and Sheldon Bowles are writing in the perspective of ideas, not necessarily business and how to make money from it. Having a business where we are in service to others, it's essential that we learn and understand how to please our customers so they keep coming back. It's marketing - it's the way we showcase and present ourselves to the public. I read the book, and I am taking in each of the points both authors discuss to come up with my own ideas of how to make my own clients in my hypnotherapy and coaching practice, raving fans. Yes, some of the points seem to be far fetched - I have never seen valets who park your car for you in grocery stores, at least, not one here in LA yet. I think it would actually be a neat idea for grocery stores to have their employees assist customers to their cars if they have heavy groceries without the customer having to ask if they could get help to load the groceries in the car. Anyhow, the ideas are that if we want people to come to our business, to receive our products and...

United States on Jan 31, 2015

O. Halabieh: Below are key excerpts from the book, outlining the principles of developing "Raving Fans - The Ultimate in Customer Service":

1) "The first magic secret is Decide What You Want...When you decide what you want you must - create a vision of perfection centered on the customer."

2) "...Discover the customers' vision of what they really want and then alter your vision if need be."

3) "...There are really three (traps of customer listening)...I've already told you about the first one: customers saying one thing and meaning another. That leaves two: 'Fine' and silence...past experience has taught us people don't care - or they don't want to make a fuss - so why bother? Customers assume no one really wants to know what they think."

4) "The immediate (customer) vision may be narrow, but customers care about everything...It's just that most of them haven't thought through their whole relationship with you, only some specific areas. Because customers are often so focused on a specific priority, it's easy to match up what they want with what area of your vision. But first you have to discover what they really want."

5) "The third secret was, and really...

United States on Jul 21, 2013

Mrs. Sarah L. Taylor: I love these books. This one though is the only one I've read (believe me I've read a lot!) that didn't supply clarity or revelation.

I found this rather too obvious. I guess I'm already doing the right things at work because this book didn't add to the sum of my knowledge.

Usually I appreciate the clarity with which this range (One Minute Manager, Gung Ho) cut through the confusion to expose the nub of the matter. Raving Fans just didn't do it for me. I'm not convinced by it - usually I buy hook line and sinker into anything Ken Blanchard says. I didn't buy into Raving Fans though.

I think it felt a little "grasping at theories" and seemed over-complicated.

Read it though - who'd like to leave a gap in reading the whole series?!

United Kingdom on Sep 19, 2011