Customer Obsession: The book emphasizes the importance of being obsessed with creating raving fans out of customers, going above and beyond to exceed their expectations.
Deliver Plus One: To create raving fans, you must deliver not just what customers expect but go the extra mile by adding a "plus one" to surprise and delight them.
Consistency: Consistency in delivering exceptional service is crucial for creating raving fans who trust your brand and become loyal advocates.
Anticipate Needs: Instead of just reacting to customer requests, anticipate their needs and proactively address them to create memorable experiences.
Empowerment: Empower employees to make decisions and take actions that benefit customers, leading to more personalized and impactful interactions.
Continuous Improvement: Always seek ways to improve your products, services, and customer experiences to stay ahead of competitors and keep customers delighted.
Listen Actively: Listen to customer feedback and act on it to show that you value their opinions and are committed to meeting their needs.
Create a Vision: Inspire employees with a vision of creating raving fans, aligning their efforts and actions towards this common goal.
Celebrate Success: Recognize and celebrate employees who deliver exceptional service, reinforcing a culture that values customer satisfaction.
Stay Humble: Despite creating raving fans, remain humble and continuously strive to improve, as customer expectations and market dynamics evolve.
Language | English |
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ISBN-10 | 0007252056 |
ISBN-13 | 9780007252053 |
No of pages | 137 |
Font Size | Medium |
Book Publisher | Harper Collins Publishers |
Published Date | 01 Oct 2006 |
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A straightforward and snappy guide to successful customer service from the author of the bestselling The One Minute Manager.
Raving Fans, 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.
Raving Fans is written in the parable style of The One Minute Manager and 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 a passing fad.
Business is in the midst of a service crisis that has left millions of disillusioned customers in its wake. 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.