2. Raving Fans
(A Revolutionary Approach to Customer Service)
INDEX
What does Raving Fans Means ?
How it differs from Customers Satisfaction ?
How to Create a Raving Fans ?
Mantras – Decide
Mantras – Discover
Mantras – Deliver - Plus One
Flexibility
Summary
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3. Raving Fans
(A Revolutionary Approach to Customer Service)
Name : Kenneth Hartley Blanchard
Born : May 6, 1939 Orange, New Jersey.
Occupation : American Author & Management
Guru
Notable Work:
Raving Fans
The One Minute Manager
Leading at a Higher Level
Refire ! Don’t Retire 3 of 16
4. Raving Fans
(A Revolutionary Approach to Customer Service)
Name : Sheldon Bowles
Occupation : Successful Enterpriser
Nationality : United States
Notable Work:
Raving Fans
The New One Minute Manager
Big Bucks
High Five
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5. What Does Raving Fans Means ?
Raving means Wild or
Crazy talk that makes
no sense
Fans means who is a
admirer or a strong
interest towards
something
Both together makes :
Beyond the level of Sense
Beyond the level of Interest
Beyond the level of
Satisfaction
That makes “RAVING FANS!”
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6. How it differs from Customer Satisfaction ?
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11. Listen to your Customers
Ask your Customers Sincerely
More than just a Product or Services
Know when to Ignore
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12. 3rd Secret Deliver Plus One
Objective : To deliver vision
Plus one per cent
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13. Consistency
How to develop Consistency
Consistency With Credibility
Plus One Service
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14. Flexibility has to do with what you need to deliver to your
customers, Consistency has to do with how its was delivered.
Flexibility is also a magic ingredient.
We need to be open to change in order to create raving fans.
Flexibility allows us to keep up with changes in market.
Flexibility indicates that there should be structural change in vision
according to time and requirement of customer.
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15. 3 Secrets for creating raving fans
Decide ( What you want)
Discover (What the customer want)
Deliver (Plus one Service)
Flexibility
“ NOT TO SOME CUSTOMER
SOME OF TIME
BUT
TO ALL CUSTOMER ALL THE TIME”
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