Are Your Consumers ‘Raving Fans’?

Do your consumers 'rave' about your services? That was the question posed by my colleague, OPEN MINDS Senior Associate Paul Duck, in his session, Raving Fans: Transforming Organization’s Culture & Client Experience

First, what is a “raving fan”? The concept comes from the Ken Blanchard book, Raving Fans: A Revolutionary Approach To Customer Service— a customer or consumer who likes your customer service so much they can’t stop talking about it. Blanchard’s philosophy in a nutshell—"Your customers are only satisfied because their expectations are so low and because no one else is doing better. Just having . . .