This summer I went away on holiday for a week. I didn’t go far, just to North Wales on a camping/caravanning expedition with family but I took a book that I have read previously, twice to be exact.
The book is called “Raving Fans” by Ken Blanchard and Sheldon Bowles. The book itself isn’t thick, in fact it’s only a small A5ish sized book which is bright orange.
A few years ago, I noticed a friend had bought it (on Facebook) and thought, I’ll read that too.
Koogar was born in 2006; my vision was to be the company that everyone wants to be branded and marketed by. The kind of company that has a waiting list filled with people who would camp outside to get their spot first, like the fans of Apple products do. So, creating “Raving Fans” for Koogar is essential.
“If you really want to ‘own’ the customer, if you want a booming business, you have to go beyond satisfied customers and create Raving Fans.” – page 13 of Raving Fans
This book helps you think about the service you want to deliver to the kind of customers you would like to have. It helps you understand that it’s OK that not everyone wants to buy from you and that you cannot be all things to all people.
Raving Fans asks you to look at and think about 3 things:
#1: What is your Vision? – What is your company’s vision? How do you see your company running if you had all the resources in the world? What is the experience you want your client to have?
#2: What is your Customer’s Vision? – What does your customer want from your company? How can you make sure you are delivering what they want?
#3: Deliver plus one! – Which means, make sure you deliver what you say you will deliver plus more, consistently!
This book walks you through different stories about customer service and having the understanding of the person who buys from you.
When you run a business you always want a steady stream of customers coming through your door and sometimes we forget about the people who have already been through. Could they come through again? Do they want to come back? Would they come back?
Raving Fans is about having and creating customers who will buy from you time and time again and then tell people they know about you because the experience has been so good and refreshing everyone needs to know about you!
Once you have read the book, put the things you learn into practise and see how it changes your business…