Raving Fans: A Revolutionary Approach To Customer Service

Raving Fans: A Revolutionary Approach To Customer Service Review

I recommend this book to friends who are marketing & sales professionals seeking insight into account management best practices. The elegantly simple 3-step process of "Decide, Discover, and Deliver +1" builds customer confidence and trust by consistently selecting customers who are perfect for your business and then perfectly fulfilling your promises to them. It provides a powerful framework to align the interactions of your marketing, sales, and operations teams.

My only complaint is the absence of emphasis on demonstrating and communicating your care/concern for that perfect customer during the entire process. Summarizing an often quoted research study, 68% of dissatisfied customers who voted with their feet (and selected a new vendor to do business with) did so because of a problem with their perception of the customer/supplier relationship. They felt that their former vendor simply did not care enough about them. I recommend adding a 4th step by following the advice in "Mr. Schmooze" by Richard Abraham to alleviate this shortcoming.

In spite of the above critique, I still rated this book a 5-Star Classic that all business leaders and marketing/sales pros should read.

Raving Fans: A Revolutionary Approach To Customer Service Feature

• ISBN13: 9780688123161
• Condition: New
• Notes: BUY WITH CONFIDENCE, Over one million books sold! 98% Positive feedback. Compare our books, prices and service to the competition. 100% Satisfaction Guaranteed

Raving Fans: A Revolutionary Approach To Customer Service Overview

"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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*** Product Information and Prices Stored: Oct 01, 2010 02:47:06