I recently read Raving Fans by Ken Blanchard. It is a book that provides a road map for delivering a great customer experience for your clients and turning
them into the name sake for this book – Raving Fans. The book is written in a parable style and focuses on three secrets to developing great customer
Secret One is Decide What You Want – In order to create clients that are Raving Fans, first you must get a vision for what that looks like for your business. That is, what do you want to be seen as and known for in the marketing place? Once you visualize this, write it down and begin to plan.
Secret Two is Discover What the Customer Wants – Find out what the customer’s vision is for what they really want and then alter your vision if need be. If your vision and your clients vision are off by more than two to three points then you might be selling to the wrong prospects?
Secret Three is Deliver Plus One – Master the delivery of current services and products before adding new ones. Then, make ongoing one percent changes that go beyond current business vision and offerings.
I highly recommend this book for any company that is looking to improve their customer experience.