Raving Fans
by Ken Blanchard and Sheldon Bowles
A parable on customer service: decide what you want, discover what the customer wants, deliver plus one percent. The 'plus one' idea, consistent small improvements rather than grand gestures, is the durable lesson. The storytelling is light and the examples are from a different era of retail.
Read it if…
you run a customer-facing business and want a simple service philosophy.
Skip it if…
you want modern customer-experience research.
Three things you will actually use
- Define the experience you intend to deliver.
- Ask customers, then listen for what they do not say.
- Consistency plus one percent beats occasional brilliance.
Do this first
Pick one touchpoint and improve it by one percent this week; repeat next week.
Our verdict
Light fable, one durable idea.
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