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Raving
Fans - Blanchard
I saw Ken
speak at a customer service seminar and thought he was wonderful! The
guy is 100% authentic! Raving Fans is a fun little book with a terrific
story...
As a reminder,
here they are... the 3 secrets:
- Decide What You Want
- Discover What the Customer
Wants
- Deliver Plus One
Some short notes:
- When deciding what you
want - the vision is what is important, not the actual reality!
- To discover what the custom
wants... ASK!
- Deliver +1 is about going
1% above and beyond - and reminds us to focus on what we want and
what our customer wants
- Flexibility has todo with
WHAT is being delivered vs. Consistency being the HOW
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