Raving Fan - A book written by Ken Blanchard & Sheldon Bowles about converting a Satisfied Customer into a Raving Fans.

1. Presented By –
Megha Gandhi
Karan Vajani
Ashish Dobariya
Kishan Savaliya
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2. Raving Fans
(A Revolutionary Approach to Customer Service)
INDEX
 What does Raving Fans Means ?
 How it differs from Customers Satisfaction ?
 How to Create a Raving Fans ?
 Mantras – Decide
 Mantras – Discover
 Mantras – Deliver - Plus One
 Flexibility
 Summary
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3. Raving Fans
(A Revolutionary Approach to Customer Service)
 Name : Kenneth Hartley Blanchard
 Born : May 6, 1939 Orange, New Jersey.
 Occupation : American Author & Management
Guru
 Notable Work:
 Raving Fans
 The One Minute Manager
 Leading at a Higher Level
 Refire ! Don’t Retire 3 of 16

4. Raving Fans
(A Revolutionary Approach to Customer Service)
 Name : Sheldon Bowles
 Occupation : Successful Enterpriser
 Nationality : United States
 Notable Work:
 Raving Fans
 The New One Minute Manager
 Big Bucks
 High Five
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5. What Does Raving Fans Means ?
Raving means Wild or
Crazy talk that makes
no sense
Fans means who is a
admirer or a strong
interest towards
something
Both together makes :
 Beyond the level of Sense
 Beyond the level of Interest
 Beyond the level of
Satisfaction
That makes “RAVING FANS!”
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6.  How it differs from Customer Satisfaction ?
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7. Three Secrets of Raving Fan : 3D
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8. The 1st Secret Decide
Objective : To Understand the
Customer Need
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9.  A Perfect Vision towards Customers
 Satisfy & keep faith on Customers
 Motivate the Employees
 Raise & Promotions of Employees
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10. 2nd Secret Discover
Objective : To understand
Market Secret
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11.  Listen to your Customers
 Ask your Customers Sincerely
 More than just a Product or Services
 Know when to Ignore
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12. 3rd Secret Deliver Plus One
Objective : To deliver vision
Plus one per cent
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13.  Consistency
 How to develop Consistency
 Consistency With Credibility
 Plus One Service
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14.  Flexibility has to do with what you need to deliver to your
customers, Consistency has to do with how its was delivered.
 Flexibility is also a magic ingredient.
 We need to be open to change in order to create raving fans.
 Flexibility allows us to keep up with changes in market.
 Flexibility indicates that there should be structural change in vision
according to time and requirement of customer.
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15.  3 Secrets for creating raving fans
 Decide ( What you want)
 Discover (What the customer want)
 Deliver (Plus one Service)
 Flexibility
“ NOT TO SOME CUSTOMER
SOME OF TIME
BUT
TO ALL CUSTOMER ALL THE TIME”
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16. THANK YOU
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