One sentence summary
Raving Fans by Ken Blanchard is a guide for businesses to create a customer service culture that goes above and beyond to create loyal customers.
Book genre
Non-fiction, business/leadership
Main topic of the book
The main topic of the book is customer service and how businesses can create a culture of exceptional service in order to turn customers into raving fans.
Key ideas
- Customer service is not just about meeting expectations, it is about exceeding them.
- Creating raving fans requires a mindset shift from simply satisfying customers to understanding and meeting their needs.
- Customers are the most important asset of a business and should be treated as such.
- Consistency and follow-through are crucial in building and maintaining customer loyalty.
Main parts of the book and a short summary
Part 1: Decide What You Want
- The Importance of Raving Fans – introduces the concept of raving fans and why creating them is essential to business success.
- Your Personal Vision and Your Company’s Vision – stresses the importance of having a clear vision and aligning personal and company goals.
Part 2: Discover What the Customer Wants
- Discover What the Customer Wants – teaches how to identify and understand customer needs and expectations.
- Deliver What the Customer Wants – discusses the importance of consistency in delivering exceptional service.
Part 3: Deliver Plus One
- Deliver Plus One – explains the concept of “plus one” and how it can differentiate a business from its competition.
- What’s Your Plus One? – helps businesses identify their “plus one” and how to implement it in their service.
Key takeaways
- Customer service is an essential part of business success.
- Creating raving fans requires a shift in mindset and a commitment to exceeding customer expectations.
- Understanding and consistently meeting customer needs leads to loyalty and long-term success.
- The “plus one” concept can set a business apart and create loyal customers.
Author’s background and qualifications
Ken Blanchard is an internationally acclaimed leadership expert, speaker, and author. He has co-authored over 60 books, including the highly successful The One Minute Manager. His expertise in leadership and management has made him a sought-after consultant for Fortune 500 companies and organizations. He is also the co-founder of The Ken Blanchard Companies, a training and consulting firm specializing in leadership and customer service.
Target audience
Business leaders, managers, and anyone interested in creating a culture of exceptional customer service in their organization.
Publisher and first publication date
William Morrow Paperbacks; First Edition edition (January 6, 1993)