Ken Blanchard's Raving Fans

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In A Nutshell… “Raving Fans” is written by Ken Blanchard and Sheldon Bowles, whose books have sold more than 12 million copies in twenty-five languages. “Raving Fans” is a parable-style story that teaches how to define a vision, learn what the customer really wants, and deliver effective systems that turn customers into raving (and spending) fans. The book is 137 pages long, has no chapters, but does have a captivating story. It was originally published in 1993 and sells for around $10-15. Is This Book For You? This book is written for every kind of business or organization, with the ultimate goal to deliver incredible customer service and achieve outstanding bottom-line results. While the book delivers great value to businesses of any size,…show more content…
The main focus of the book is on three essential areas, “decide, discover, and deliver”. The first point of the book is “DECIDE What You Want” which the books states is to “create a vision of perfection centered on the customer”. The second point is “DISCOVER What The Customer Wants” or to discover what the customer wants in relation and with harmony to your vision. The third point is to “DELIVER The Vision Plus One Percent” which states you MUST deliver on your vision, and then you need to go just a little…show more content…
A department store and a grocery store. The department store has a greeter at the door that pins a flower to your shirt, the book he wanted to purchase was out and the attendent went to another store to purchase it for him and was back within 15 minutes. The owner (Leo) has his office at the center of the store so that he can see down all aisles and is approachable by the customers. The grocery store is owned by Sally and it has valet parking. A grocery consultant that will enter your list into a computer and organize it by the rows, give nutritional value and sales. All of these enhancements that these companies implemented have been done by their managers/owners first “creating a vision of perfection centered on the customer”. This detailed vision encompasses every detail of the experience that you want the customer to have. It is the model that you can strive for, that will show you the changes needed in your organization, but this model is not static and must be adjusted as we combine it with the other concepts. For illistrating the concept of “Discover what the customer wants”, Charle introduces the area manager to one more company. A manufacturing company managed by Bill. “The key is to discover the customers vision for your company and then alter your vision if need be.” Your vision provides the framework for you to understand the customers vision, to fill in the gaps in the customers vision and to help you to know when to ignore the customers vision. It is

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