Raving Fans

Ken Blanchard, Sheldon Bowles

This book is about how to create ”Raving Fans” by authors of The One Minute Manager I reviewed a couple of weeks ago.

Ken Blanchard is not only the co-author of The One Minute Manager but also Gung Ho!
Sheldon Bowles is founding president of Domo Gasoline Corporation.

There are three secrets of creating raving fans, Decide, Discover and Deliver. At first you have to decide what you want and then create a vision of perfection centered on customers. Next you need to discover what your customer wants. Metaphor of listening to the music as well as the lyrics would help you to discover that. Third secret is deliver plus one. Deliver consistently and add one percent that would accumulate to make significant improvement.

Exceed customer’s expectation but do not offer too much. Being consistent is the most important for delivery. How many CEOs still remember and follow this principle today? Easier said than done.