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Creating raving fans (1993)

por Ken Blanchard, Sheldon Bowles (Autor), Sheldon Bowles (Autor), Sheldon Bowles

Otros autores: Harvey Mackay (Prólogo)

Otros autores: Ver la sección otros autores.

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9501122,112 (3.45)Ninguno
Your customers are only satisfied because their expectations are so low and because no one else is doing better. Just having satisfied customers isn't good enough anymore. If you really want a booming business, you have to create Raving Fans. This, in a nutshell, is the advice given to a new Area Manager on his first day-in an extraordinary business book that will help everyone, in every kind of organization or business, deliver stunning customer service and achieve miraculous bottom-line results. Written in the parable style of The One Minute Manager, Raving Fans uses a brilliantly simple and charming story to teach how to define a vision, learn what a customer really wants, institute effective systems, and make Raving Fan Service a constant feature-not just another program of the month. America is in the midst of a service crisis that has left a wake of disillusioned customers from coast to coast. Raving Fans includes startling new tips and innovative techniques that can help anyone create a revolution in any workplace-and turn their customers into raving, spending fans.… (más)
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Mostrando 1-5 de 11 (siguiente | mostrar todos)
Like most business parables, this had to grow on me while reading through it. Does provide some keen insight into creating and maintaining an attainable customer service mindset, and is a pretty quick read.

Recommended for those looking for customer service insight, or if you're just a sucker for the business parable genre. ( )
  alrajul | Jun 1, 2023 |
Raving Fans is popular among my upper-level managers (so much so that staff are occassionally exhorted to create "raving fans"), so I thought I'd take a look. There are some sound principles of customer service buried in this very brief book, but the parable delivery style is inane and condescending. The book design, with different amounts of text on every page, is distracting and clearly intended to turn a 50-page booklet into a 130-page hardback that can be marketed for $22. I appreciate the customer service philosophy that underlies Raving Fans, and will try to take it to heart as much as someone who isn't responsible for policy can, which I think boils down to going out of your way to solve problems whenever possible. But frankly I am not a raving fan. ( )
  IVLeafClover | Jun 21, 2022 |
The concepts in this book are amazing, and the idea behind the presentation is great, too. The actual presentation, however...

Holy crap, the writing in this book is bad. I mean really fucking bad. I spent half the time wanting to put down my highlighter and pick up a red pen and start making corrections. There's such a thing as good cheesy dialogue, and oh my god this book misses the mark hardcore. I'm glad that I read it, but man do I wish someone else had written it.

Five stars for the customer service concepts
Five stars for the presentation concept
No stars for the writing ( )
  thewanlorn | Feb 24, 2020 |
Quick read, simple message, but sometimes the simplest of messages are the hardest to see without an outside perspective. And I'm more receptive to the message at this point in my life/career than when I was first given the book (mid-1990s), so context matters. ( )
  Razinha | May 23, 2017 |
I do not remember how I heard about this book. I have a vague recollection of reading that someone had just finished it. I first attempted to get it as an audiobook because I tend to get my nonfiction read faster if I listen to it rather than reading it, but the audiobook was not available, so I ended up with the print version. It was smaller than I had thought it would be. I also did not realize it was by the same author as "The One Minute Manager", which I read in the past, until I got it.

The book reads fairly quickly if you want it to. It's a parable form that shows the three steps the authors feel are most important in creating raving fans out of your customers--this means they aren't looking to leave you at the first opportunity but instead stay with you AND refer others to you. ( )
  JenniferRobb | Apr 10, 2016 |
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» Añade otros autores (6 posibles)

Nombre del autorRolTipo de autor¿Obra?Estado
Ken Blanchardautor principaltodas las edicionescalculado
Bowles, SheldonAutorautor principaltodas las edicionesconfirmado
Bowles, SheldonAutorautor principaltodas las edicionesconfirmado
Bowles, Sheldonautor principaltodas las edicionesconfirmado
Mackay, HarveyPrólogoautor secundariotodas las edicionesconfirmado
Dahlberg, ErikTraductorautor secundarioalgunas edicionesconfirmado
Debes iniciar sesión para editar los datos de Conocimiento Común.
Para más ayuda, consulta la página de ayuda de Conocimiento Común.
Título canónico
Información procedente del conocimiento común inglés. Edita para encontrar en tu idioma.
Título original
Títulos alternativos
Fecha de publicación original
Personas/Personajes
Información procedente del conocimiento común inglés. Edita para encontrar en tu idioma.
Lugares importantes
Acontecimientos importantes
Películas relacionadas
Epígrafe
Dedicatoria
Información procedente del conocimiento común inglés. Edita para encontrar en tu idioma.
This book is dedicated to the seven customer-service "Charlies" who have shown us the way:
Senator Douglas D. Everett
Gary Heil
Harvey Mackay
Dev Ogle
Tom Peters
Richard Tate
David Watson
Primeras palabras
Información procedente del conocimiento común inglés. Edita para encontrar en tu idioma.
Panic, Palpitations, and Panic.
Citas
Información procedente del conocimiento común inglés. Edita para encontrar en tu idioma.
Discover what you want.
Create a vision of perfection centered on the customer.
Discover what the customer wants.
Deliver the vision plus 1 percent.
Últimas palabras
Aviso de desambiguación
Editores de la editorial
Blurbistas
Idioma original
DDC/MDS Canónico
LCC canónico

Referencias a esta obra en fuentes externas.

Wikipedia en inglés (1)

Your customers are only satisfied because their expectations are so low and because no one else is doing better. Just having satisfied customers isn't good enough anymore. If you really want a booming business, you have to create Raving Fans. This, in a nutshell, is the advice given to a new Area Manager on his first day-in an extraordinary business book that will help everyone, in every kind of organization or business, deliver stunning customer service and achieve miraculous bottom-line results. Written in the parable style of The One Minute Manager, Raving Fans uses a brilliantly simple and charming story to teach how to define a vision, learn what a customer really wants, institute effective systems, and make Raving Fan Service a constant feature-not just another program of the month. America is in the midst of a service crisis that has left a wake of disillusioned customers from coast to coast. Raving Fans includes startling new tips and innovative techniques that can help anyone create a revolution in any workplace-and turn their customers into raving, spending fans.

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