"Raving Fans: A Revolutionary Approach To Customer Service" is a book written by Ken Blanchard and Sheldon Bowles, published in 1993. The book presents a simple and effective approach to creating a customer service strategy that can help any organization to create "raving fans" - customers who are so loyal and enthusiastic about your service that they tell others about it.
The book is divided into three parts: The Concept, The Strategy, and The Tactics.
The first part of the book introduces the idea of creating raving fans and explains the importance of customer service in today's competitive business environment. The second part of the book provides a strategy for creating a customer-focused organization, which includes setting clear goals, developing a customer service vision, and creating a customer service culture.
The third part of the book provides tactics for achieving the customer service strategy, such as training employees, setting customer service standards, and implementing a customer feedback system. The authors also provide examples of companies that have implemented these tactics successfully.
In summary, "Raving Fans" presents a practical and actionable approach to creating a customer-focused organization that can create loyal and enthusiastic customers. The book provides clear, easy-to-apply strategies and tactics that can help any organization improve its customer service and build a competitive advantage.
