The document discusses the concept of 'raving fans,' which goes beyond customer satisfaction to create enthusiastic loyalty. It presents three secrets for achieving this: deciding on objectives, discovering customer needs, and delivering an enhanced service experience, all while being flexible to market changes. Key figures associated with the idea are Kenneth Hartley Blanchard and Sheldon Bowles, who emphasize the importance of understanding customer needs and consistently exceeding expectations.

1. Presented By –
Megha Gandhi
Karan Vajani
Ashish Dobariya
Kishan Savaliya
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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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7. Three Secrets of Raving Fan : 3D
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8. The 1st Secret Decide
Objective : To Understand the
Customer Need
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9.  A Perfect Vision towards Customers
 Satisfy & keep faith on Customers
 Motivate the Employees
 Raise & Promotions of Employees
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10. 2nd Secret Discover
Objective : To understand
Market Secret
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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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16. THANK YOU
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