I just read Ken Blanchard's book "Raving Fans" and learned much! Since it was such a great, eye-opening read, I wanted to share the "Gold Nuggets" of wisdom:
Do not attempt to completely change how you currently do things in your organization. Simply add one small step at a time- The Rule of 1%...... Change how you are doing things by 1%....soon you will be creating raving fans out of your customers!
I highly recomend the next book you read to be Ken Blanchard's Raving Fans..... It is a short book, and reads in a storytelling manner that is easy to follow and impacting....
No matter what business you are in, this book will help transfomr your customers into raving fans!