Raving Fans

01Why creating 'Raving Fans' is crucial for your business?

Ever wondered why some businesses thrive while others merely survive? The secret sauce might just be their customers - not just any customers, but 'Raving Fans'. Let's take a step back and consider the traditional concept of customer satisfaction. It's a simple equation: you provide a product or service, and if the customer likes it, they're satisfied. But in today's cutthroat market, is satisfaction enough? Picture a restaurant where you had a decent meal. You were satisfied, but would you rave about it to your friends? Probably not. Now, imagine another restaurant where the food was exceptional, the service impeccable, and the ambiance just right. You'd likely become a 'Raving Fan', eager to share your experience with others. That's the difference between satisfaction and raving fandom. So, what exactly are 'Raving Fans'? According to Ken Blanchard and Sheldon Bowles, authors of "Raving Fans: A Revolutionary Approach To Customer Service", they are customers who are so impressed by your product or service that they can't stop talking about it. They become your brand ambassadors, spreading the word about your business far and wide. The benefits of having 'Raving Fans' are manifold. They not only bring repeat business but also attract new customers through word-of-mouth marketing, arguably the most effective form of advertising. Consider the case of a department store featured in the book. By focusing on creating 'Raving Fans', they saw a significant increase in customer loyalty and sales. Their customers were not just satisfied; they were ecstatic, and they couldn't wait to tell others about their experiences. So, how do you create 'Raving Fans'? Blanchard and Bowles suggest a three-step process: Decide what you want, Discover what the customer wants, and Deliver plus one. First, you need to decide what you want to be known for. This is your vision for your business. Next, you need to discover what your customer wants. This involves listening to your customers and understanding their needs and expectations. Finally, you need to deliver on these expectations and then some. This 'plus one' is the key to turning satisfied customers into 'Raving Fans'. Take the example of a car dealership from the book. They decided they wanted to be known for their exceptional customer service. They discovered that their customers wanted a hassle-free buying experience. So, they delivered on this expectation and then some, by offering personalized service and going the extra mile to ensure customer satisfaction. The result? A legion of 'Raving Fans' who not only bought cars from them but also recommended them to others. In conclusion, creating 'Raving Fans' is not just beneficial for your business; it's crucial. In a world where customer satisfaction is no longer enough, businesses need to strive to create 'Raving Fans'. It's not an easy task, but as Blanchard and Bowles show, it's definitely worth the effort. So, what are you waiting for? Start creating your 'Raving Fans' today!