Ken Blanchard on Putting the WOW in Service

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Ken Blanchard, leadership expert and coauthor of Raving Fans: A Revolutionary Approach to Customer Service, introduces an excerpt from Delivering Happiness in a recent strategy+business article.

To keep your customers today, you can’t be content just to satisfy them. If you want your business to thrive, you have to create what I call Raving Fans — customers who are so excited about the way you treat them that they want to tell stories about you. These customers become part of your sales force.

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