My link to the book on Amazon:
In this video, I give you a short review and summary of the book ‘Raving Fans! A Revolutionary Approach to Customer Service’ by Ken Blanchard and Sheldon Bowles.
Before I start though, it’s important to decide whether this read is for you or not. And in my opinion, this book most definitely is, and a recommendation to everyone.
Because whether you are a company owner and Manager of customer service, or an affiliate promoting products online, at one point or another you WILL interact with clients. They could be physical face-to-face interactions, or online interactions like I am doing here via video and chat, but the point remains the same – you need to deliver excellent customer service and build your brand.
Essentially, the book provides you with 3 ‘secrets’ to excellent customer service in the form of a fun and entertaining story. You will meet some funny characters along the way to make the read much more enjoyable and it’s not just a boring ‘to this because studies proved it works’ book.
What it also says is that customer service nowadays sucks. Store representatives do the minimum required in order to keep a ‘satisfied’ customer, but the goal shouldn’t be to keep a ‘satisfied’ customer, but rather a ‘raving fan’ – a customer who is so happy with your services that they want to come back time and time again and give you more business – because you made them feel valued and appreciated.
If you go a store right now and ask for something, most of the time you’ll get a ‘yes’ or a ‘no’ reply with nothing else. That’s because that’s the minimum that you need to be ‘satisfied’. If you get the answer to your question, you won’t complain, right? Well, that’s the wrong way to look at business. If you really want to get customers that will be loyal to your brand, you need to go above and beyond and make sure that they get everything they wanted and asked for, and more. Within reasonable bounds of course, and as long as it is something you can provide.
The same idea applies to your online business. If you are an affiliate promoting products through your website or through a little chat bar at the bottom of the page, make the best out of every question or comment. Go above and beyond to try to respond to those questions and make sure the person is more than taken care of when they hear the answer. That’s how you would build your business and brand and get people to visit your blog and tell others about it time and time again.
I would definitely recommend this book to everyone and hope that you read it, so that when I visit you in your store – online or physical – you can deliver the same exceptional customer service and make ME a raving fan for your business.
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Thanks for watching, and I’ll see you in the next video!