BOOK STUDY Raving Fans!

By Niteen Borkar

Contents
Indroduction What does Raving Fans mean? Why Raving Fans? How to make Raving Fans? Three Secret of Raving Fans and Examples Summary

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Raving Fans!

Introduction
Book Name: Raving Fan! ( a revolutionary approach to customer service) Author: Ken Blanchard & Sheldon Bowles (the co-author of The One Minute Manager)

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Raving Fans!

What Dose Raving Fans Means?

Raving means: Wild Talk that makes no sense Both Means: Beyond Beyond the level of Sense, Beyond the level of Interest Fans means: Person Who has strong interest towards something

Beyond The Level Of SATISFACTION

Raving Fans!
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Why Raving Fans?

Mission & Vission

(Income/Profit)

CUSTOMER

Bussiness Strategies

Product/ Services

Todays Business Scenario: Zeroes on Customer

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Cont.
Highly Competetive Market Non Stable Consumer Buying Behaviour Dissonance, Variety seeking, Habbitual, etc No one owns Customers, they move along when they find something Better Everyone offerse Quality Product/Service, but its not enough, its about how well our product works in relation to consumers need

Hence, if you want a BOOMING Business you have to go beyond satisfied customers and creat Raving Fans!

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How To Make Raving Fans?

Three Secret of Raving Fans

1. Decide What You Want Objective: To uderstand the customers need How: By creating a vision of perefction, centered on the Customers Example from book: Well Trained and Educated staff, Neet and Tidy Uniform, Welcome Greetings, Show companiescare for customers, Make customer comfort

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Cont.
2. Discover what the customer want

Objective: To understand the market secret How: By Discovering the Customers' vision followed by 1st Secret 1. Should not have Gap between What customer want and What you want (What Customer want = What you want) 2. Know who the actual customers are. (Example: Purchase person, Quality Control Manager, Production Manager, Director, etc.) 3. Understant what they want and what they wont 4. Understand Silence and Fine

Example from book: Person ate Cold food in restauret, but yet complaint for it. On the question asked by Waiter, How was the food, sir? he answered Fine

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Cont.
3. Deliver Plus One

Objective: To deliver the vision Plus one Percent How: Deliver with Consistency 1. Consistency creats Credibility 2. Consistency show Capacity and Wilingness 3. Consistency is the KEY to Raving Fans Services.

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Summary

All the business concepts, plannings, strategies are zeroing on CUSTOMER Customers want = What I want Saying, Silence and Fine are three important factors to understand the customers Look after customers need whenever possible Satisfied customers are not enough Go beyond the satisfaction level and create Raving Fans! Decide,Discover and Deliver are three secrets of Raving Fans! Consistency is the key to delivering Raving Fans!

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Thank you
Submitted By: Niteen Borkar

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