Ken Blanchard’s Raving Fans is a book based upon a revolutionary approach to customer service. Its base on the principle that satisfied customers are not good enough, companies need to strive to make customers “Raving Fans”. In order to make customers raving fans there are three secrets that you need to know. The first one being decide what you want. The second is discovering what the customer wants. Last is delivering your vision plus one.
In the first step of making customers raving fans you need to decide what you want. First you will need a detailed vision, creating a vision of your future customer service model centered on your customers will take time and effort but without it you will not be able to progress. You have to imagine the perfect service you want to give the customers, and that perfect vision is the goal. Once you have the vision it needs to be put into place and see where it doesn’t work and change and adapt your vision to fit your business.
Once you have your vision of what you want for your customer you need to then discover what your customer wants. Your customer service is part of your product and you should market test your product before any major launch, it therefore follows that you should market test your customer service vision with customers and be prepared to alter your vision in response to your customer’s feedback. In this step you will also decide which customer needs you will service and which customer needs you will not service, you cannot be all things to all people. In order to create raving fans you need to have a main focus of what your business is and what it is not. Some customer feedbacks are one dimensional and do not feed into the overall concept of what you want. So it is important that you stay focus on what exactly you want to deliver and use customer feedback in a manner that can fit into what your overall vision.
Now that you have decided what you want and discover what you customer want, it’s now time to...
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