Raving Fans was a book written by Ken Blanchard and Sheldon Bowles. A printed version is not available easily and I haven’t seen it on Kindle when I was searching for it a few years.
If you are fans of the The One Minute series like The One Minute Manager , The One Minute Sales Person etc. then you will know that Ken Blanchard writes books which are very short- just around 100 pages – but with a deep meaning. They are written in story format which ensures your interest in the book.
I was re-reading the book Raving Fans today. Being a short book, I started it in the morning and had finished it in a few hours. By its name Raving Fans is all about customer service. But if you get down to the underlying concepts that they write about, they are pure marketing.
One of the core concepts that they talk about in the book is about choosing the correct market where you can define the perfect experience and ensure you overdeliver on what you promise.
They also therefore talk about who you should NOT have as your customer because then you cannot make them Raving Fans.
Which brings me to what I keep talking about choosing the Single Target Market, because then you get to know your customer intimately and can give them an out of the world experience. In a B2B setting as I mention you also need to go down to the role, the level etc since there will be multiple people involved in any decision.
If you can get this book the Raving Fans, I would highly recommend you reading it. In today’s world where customers shift loyalty so fast, its a must read book.
Till next time then.