by Ken Blanchard, Sheldon Bowles · William Morrow · tapa dura · ISBN 9780688123161
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«Raving Fans» is the business management book by Ken Blanchard and Sheldon Bowles, published by William Morrow in hardcover (160 pages, in English).
Through a fable, a manager learns that satisfied customers are not enough: you must define a clear vision of service, know what the customer values, and create systems that guarantee consistently excellent care. Thus, any organization can turn its buyers into enthusiastic promoters.
Originally published in 1993, with a foreword by Harvey Mackay. The full subtitle is «A Revolutionary Approach to Customer Service».
For professionals with English proficiency who want to improve customer service in their organizations.
Kenneth Hartley Blanchard is an American author, business consultant and motivational speaker who has written more than 70 books, most of which were co-authored. His most successful book, The One Minute Manager, has sold more than 15 million copies and been translated into many languages. He is the co-creator with Dr. Paul Hersey of Situational Leadership, a theory they developed while working on the textbook Management of Organizational Behavior.
