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Raving Fans: A Revolutionary Approach to Customer Service [Hardcover]

Kenneth H. Blanchard , Sheldon M. Bowles , Harvey Mackay
4.0 out of 5 stars  See all reviews (67 customer reviews)
List Price: CDN$ 28.50
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Book Description

Feb. 24 1993
"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.


Frequently Bought Together

Raving Fans: A Revolutionary Approach to Customer Service + Gung Ho + One Minute Manager
Price For All Three: CDN$ 53.61

  • Gung Ho CDN$ 17.87
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Review

"A great commonsense approach to customer service" -- -- Jim Pattison President, The Jim Pattison Group

"An easily understood message and one every organization needs to hear." -- -- Eamon Ryan President, Lexmark Canada Inc.

"Making your customers Raving Fans is the competitive edge today. This book can jump-start you in that direction." -- -- James F. Nordstrom Co-chairman of the Boaard Nordstrom, Inc.

"Our strategic customer service plan is based on Raving Fans. It has helped focus our energy on this critical area. A must read!" -- -- Lynn Posluns President, Fairweather

About the Author

Ken Blanchard is the co-author of The One Minute Manager®, and twenty-three other books, including The New York Times business bestsellers, Gung Ho! and Raving Fans. His books have combined sales of more than twelve million copies in more than twenty-five languages. He is the Chief Spiritual Officer of The Ken Blanchard Companies, a full-service training and management company he co-founded with his wife in 1979, as well as a consultant to some of America's top corporations, and a dynamic teacher and speaker. Dr. Blanchard lives in San Diego, California.


Inside This Book (Learn More)
First Sentence
Panic. Palpitations and Panic. He was aware of sweaty palms and cold feet as he wandered around his new office, the Area Manager's office. Read the first page
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Customer Reviews

Most helpful customer reviews
3 of 3 people found the following review helpful
5.0 out of 5 stars I'm a Raving Fan! Feb. 22 2001
Format:Hardcover
Kenneth Blanchard continues his trend of writing easy-to-read books with BIG ideas for making your business better. Raving Fans is a book of stories relating how fictional companies have created an environment of delivering awesome customer service. A guy that has just been put in a managment position requiring a turnaround goes on a fictional trip with his "angel" to visit businesses that have figured out their vision and their system to deliver customer service extraordinary. Based on three simple principles (Decide, Discover, Deliver), each company has created a group of Raving Fans (not just customers, but fans) who wouldn't consider shopping anywhere else for what one of these companies offers. Within each story is other nuggets of common sense and good ideas that can be implemented in any company that has customers and wants to create fans. We required our store managers to read the book and each created a list ranging from 20-40 points that they can put into effect at their stores to improve customer service. This is a simple, must-read for every business owner and manager.
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2 of 2 people found the following review helpful
Format:Hardcover
This book is written in "parable" or story telling format and is different to read for most people. If you have read the best seller One Minute Manager or Leadership and the One Minute Manager it is written in comparable form. I have read both of the prior books.
First off, the book basically talks about customer service (vs. goal setting & reward/punishment in the one minute manager) and how companies need to offer exemplary service to create Raving Fans, as the authors title it. I was simply hoping to get one good idea/thought out of the book and I did. It was EXCEPTIONALLY easy to read, as I read the 132 pages in about 2.5 - 3 hours total. The book has a lot of dead space and big font so you aren't getting tons of "filler." The authors try to focus on one business issue and address it succinctly.
This book is good and bad depending on what you expect to get out of it.
It is good because (1) anyone can read this book (2) customer service is horrible in today's environment so it is timely (3) The book provides great illustrations and (4) The authors get the point across.
Having said that, they never talk about the business implications of what the characters do. They say that customers love their service or product but they negate to talk about the cost implications. Business is about making money, not being loved by everyone. I love great service and all the frills but, at the end of the day, I have to make it worth the investment to the business owner.
Yes, our economy is very much about selling an experience to someone, but there are cost implications to having carpeted floors in grocery stores and full service gas stations that don't price their gas more expensively.
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1 of 1 people found the following review helpful
5.0 out of 5 stars Great for beginners to customer service! May 28 2004
Format:Hardcover
This book is a great read and a resonable explantion of the importance of customer service in any business. It is especially great if you are new to the world of work and/or customer service. Young students can gain a great deal from this book, from how to treat customers, find customers, knowing what drives customers, to how employees should be treated by a supervisor and the company that employs them. In response to Mike from Utah...exactly who do you think works in the customer service industry? The vast majority of American service providers are minimum wage earners, and, yes, some like their jobs. Employers have to keep them motivated somehow. This book not only provides a peek at how to do that, but, in typical Blanchard style, is a lighthearted, easy to understand read. The book says nothing about "automation employees". Quite the opposite...giving your employees the authority to make the decisions necessary to help a customer frees them from that automation. If you learn anything from reading this book...it is just that.
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1 of 1 people found the following review helpful
5.0 out of 5 stars The importance of delighting customers! May 17 2004
Format:Hardcover
In RAVING FANS, authors Ken Blanchard and Sheldon Knowles
concentrated on the importance of delighting customers . . . in GUNG
HO!, they focused on how companies could become the "employer of
choice" and attract the best employees . . . I liked both those
books and thus looked forward to listening to the taped version of
BIG BUCKS! . . . this third book promised me in its subtitle "How
to Make Serious Money for Both You and Your Company," something
that could be done by focusing my time and energy.
Like other works by Blanchard and Knowles, the points are
presented in a parable . . . here, we're introduced to a man struggling
to make ends meet . . . he goes on a journey to discover the secret
to becoming rich and meets three wise (and successful) people
who present simple truths that can be applied to virtually any
situation.
I liked the above fact; i.e., that when listening, I found myself
thinking that this stuff makes sense--and I should and could
apply it to my situation . . . there's nothing overly earth-shattering,
yet I should add that it got me thinking . . . and it made sense.
Also making sense was the conclusion, in which the authors
reviewed the simple tests that should have been learned from
either reading or listening:
The test of joy . . . you can't make money unless you're having fun.
The test of purpose . . .you can't make money unless making money
is more important than having fun.
The test of creativity . . . incomes, less expenses = profit.
And, lastly, there's perpetual prosperity . . . which comes to those
who help others.
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Most recent customer reviews
5.0 out of 5 stars Five Stars
This was a present.
Published 13 days ago by n*****d
4.0 out of 5 stars A must for anyone in the business of Customer Service
This book is an easy read with numerous examples of success in business where simple, inexpensive changes have made a considerable difference. Read more
Published 9 months ago by R. Alan Deans
1.0 out of 5 stars Fluffy
Way too fluffy. It should have been presented as a bulleted list, not a book. If you must get this book, I recommend the print version; Charlie's voice is quite annoying.
Published on July 11 2004 by Kay Ess
4.0 out of 5 stars good concepts, juvenile delivery
The intellectual content of this little book could fit nicely and succinctly in a 500-1000 word magazine or journal venue. Read more
Published on July 2 2004 by Joseph A. Brannon
5.0 out of 5 stars Raving Fans
I really enjoyed reading this book. It is an easy read and contains some great fundamentals on providing excellent customer service. Read more
Published on June 17 2004
5.0 out of 5 stars Are you serious??
Mike from Utah, there is a thing called credibility. I haven't even read this book, yet I noticed your words "You will LOOSE an IQ point... Read more
Published on May 13 2004 by "alex44456"
1.0 out of 5 stars You will loose an IQ point with every page you read.
I read this book at the request of our manager and I feel as if I have been intellectually molested. Read more
Published on April 20 2004 by Mike
5.0 out of 5 stars Must have for any service industry!
This short read is great have on hand when wanting to improve customer service in your business. I purchased this book for every person on my staff. Read more
Published on March 15 2004 by Robert Moore
4.0 out of 5 stars Some good ideas, timeless
I was a little unsure of the "parable" style of it, it just came across as a little hokey to me. However, the ideas are solid and the examples very interesting. Read more
Published on March 9 2004 by "designsforfun"
2.0 out of 5 stars Mere Cotton Candy
Blanchard gets two stars for choosing to write a book on the importance of customer service. Beyond his choice of topics, however, this silly little screed doesn't have much going... Read more
Published on Nov. 20 2003 by George W. Colombo
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