Organizational Leadership

LEGENDARY SERVICE®


If You Don’t Take Care of Your Customers, Someone Else Will

In today’s business environment, customers are demanding more than ever—expecting to get what they want when they want it, and often customizing it to suit their needs. If they do not get what they seek from one company, they can easily obtain it from another. Creating raving fans—not just loyal customers, but raving fans—can give you a strategic advantage.

What is a raving fan? As Ken Blanchard wrote in his best-selling book Raving Fans, "if you really want to 'own' the customer, if you want a booming business, you have to go beyond satisfied customers and create raving fans." Having raving fans means that you have achieved the kind of service excellence that turns a customer into a lifetime customer. A raving fan is an advocate of your products or services in the marketplace.

Organizations are realizing that achieving customer satisfaction is essential to maintaining a competitive advantage, but winning customer loyalty and commitment is challenging. The Ken Blanchard Companies® offers a solution for making this necessary shift with Legendary Service®.

Legendary Service is defined as consistently delivering ideal service that keeps customers coming back and results in a competitive advantage for the organization. The program uses the concept of “I CARE” to teach employees the essentials of providing Legendary Service.

Results

  • Improved customer satisfaction that drives repeat business
  • Aligned practices to ensure seamless customer service is
    delivered consistently
  • Increased customer loyalty
  • Empowered people who fulfill their leadership potential and
    know where and how they can make a difference
  • Use of the I CARE service model to help focus on continuous
    service improvement

Legendary Service focuses on the service providers (a one-day program for all associates) and what they can do individually in their jobs to provide better service and take more of a lead to serve customers. The half-day manager's program is geared to the service champions or leaders in the organization and what they need to do to provide the framework and leadership to create an organization that will be known for its Legendary Service.

According to Bain & Company, companies can boost profits as much as 255% by retaining merely 5% more of their existing customers.