Raving Fans: A Revolutionary Approach to Customer Service Today’s organizations fail to realize the value of their customers when it comes to the success of their business. Without customer loyalty the success of your business will always be uncertain. Organizations must sensitively tailor the designs of a successful firm to the particular challenges of understanding, attracting, and keeping valuable customers. “Having satisfied customers just aren’t good enough”. Kenneth Blanchard and Sheldon Bowles, co-authors of Raving Fans, believe this concept is needed to have a successful business. I agree with this concept of customers being the focal point of any business. I would want more than just a satisfied customer; I want a “Raving Fan”. Raving fans are invaluable to the success of any business. Blanchard and Bowles explain how to get past the level of satisfied customers and achieve raving fans. The book refers to what I call the three D’s as the three secrets to raving fans; Decide what you want, Discover what the customer wants, Deliver the vision plus one percent. When establishing “Raving Fans” you will understand the needs of the customers, do what it takes to attract customers, and go a little above and beyond to keep those valuable customers. This, in turn, will keep your business successful.Decide What You WantDecide what you want and envision it. Create your vision of perfection centered on the customer. You first must have your own vision to be able to give value to the customers’ vision. “The customer’s vision has meaning only in the context of your vision”.Discover What the Customer WantsAfter creating your vision, try to discover what the customer wants or what their vision is. The customer will focus on just one or two things and it will be up to you to fill in the gapwith your vision. You will then pick and choose which ideas yo...
