Our mission at CRE OneSource is to create Raving Fans. Each member on our team is obsessed with our customers, and everything we do is in the name of creating Raving Fans. In today’s competitive business landscape, providing exceptional customer service is no longer enough. Companies that provide good service and create satisfied customers are being consistently left behind by those brands that go above and beyond and have an army of passionate consumers cheering them on. Today, businesses need to go the extra mile to create raving fans who become enthusiastic advocates for their brand.
What is a Raving Fan?
A raving fan is not just a satisfied customer; they are customers who have experienced a level of service that exceeds their expectations. According to author and consultant Ken Blanchard, a raving fan is a customer who is so delighted by the customer experience and service that they can’t help but passionately spread the word. They are so impressed and captivated by the exceptional experience that they become brand ambassadors, willingly and eagerly sharing their positive encounters with friends, family, and colleagues. These advocates are invaluable as they effectively become part of a company’s sales force, generating referrals and driving new customers to the business.
Creating Raving Fans
To cultivate a loyal base of raving fans, businesses can’t just deliver on their promises. They must consistently deliver exceptional service, over and over again, and go beyond the expected to provide something extra. By doing so, companies can exceed customers’ expectations and leave a lasting impression, encouraging those customers to return for the same excellent experience.
Clear communication is essential to ensure that customers are well-informed and feel valued throughout their interactions. This includes being transparent about processes, providing regular updates, and promptly addressing any concerns or questions.
Beyond quality experiences and clear communications, companies that create raving fans do so by providing ‘wow’ moments. By surprising and delighting customers with unexpected gestures, personalized touches, or unique experiences, businesses can leave a memorable impact. These ‘a-ha’ moments create an emotional connection with the customer, leading to a deeper level of loyalty and advocacy.
Another key component of creating raving fans is doing what others will not do. Going above and beyond the industry norm demonstrates a genuine commitment to customer satisfaction. This could involve resolving issues faster, offering personalized recommendations, or providing tailored solutions that cater to individual needs. By consistently exceeding expectations, businesses foster a sense of trust and loyalty that converts customers into raving fans.
The Power of Raving Fans
Author Mac Anderson succinctly captures the significance of raving fans by stating, “The difference is that raving fans, unlike satisfied customers, become part of your sales force. They tell friends, family, and co-workers about your services and your products. And, of course, good things will happen!” Raving fans are not only loyal customers but also passionate advocates who actively promote a company’s products or services.
Creating raving fans is a strategic imperative for businesses seeking sustainable growth and success. By consistently delivering exceptional experiences, going above and beyond, and creating ‘wow’ moments, companies can exceed customer expectations and foster loyalty. Raving fans become instrumental in driving new business through their enthusiastic advocacy, and become the strongest tool in a company’s journey towards success in today’s competitive marketplace.
Charlie Coppola
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P.S. Shoutout to Ken Blanchard and Sheldon Bowles for the inspiration, with their book Raving Fans. If you haven’t read it yet, buy it now! It’s worth the read.
