Raving Fans suggest that satisfied customers just aren’t good enough anymore, and a company should strive to have “Raving Fans”. Throughout this book there is many obvious ways to connect the subject of the book and lessons that have been taught about the topics we have covered thus far in the semester. I would like to look into specific organization examples that we have discussed in class and talk about them in relation to this book. After reading Raving Fans, I discovered that the book has three main lessons. The first is “Decide What You Want”. The second is “Discover What the Customers Wants”. Last is “Deliver the ...view middle of the document...
Caterpillar is not out to offer the lowest cost, they clearly show they are out to make the best product and help their customers make the most money they can. Doing so illustrates what they as a company want to accomplish.
In class we spend a lot of time talking about Boeing. Boeing is a leading organization in an extremely completive and continually changing commercial airline industry. Boeings overall strategy is to give their commercial customers what they want, which is said to be a point-to-point flight, while doing it in a cost effective, high tech, and revolutionary way. This is a fantastic way to relate the second point to an actual organization and situation. Discovering what the customer needs is never easy, every customer is going to be unique and the customers themselves might not even truly know what they want. This also brings light to an incredible question that was asked in the book, who is the organizations customer? Looking at Boeing most people would name the top commercial airlines and more than likely mention something about high wealth executives being Boeings costumers, which is partially true. But the actual customers are the consumers buying plane tickets from southwest, American, and Delta and so many more. Addressing what the people’s needs are and what they want in an airplane will ultimately make Boeings planes what the consumer flying market will want to be traveling on. This affects the plane those commercial airlines in turn purchase and continue to use. Another lesson taught in raving fans, is to realize that consumers are not only customers of the product but everyone that comes in contact with it and everyone affected by the product. That conclusion is an extremely interesting thought that is brought about in this book because so few people see the big picture of anything and have a narrow vision. This conclusion is something that can also directly be seen in the cases that are presented in classes through the way the presenters choose to present as well as the questions the class asks the presenters.
My father for years has been a farmer and cattlemen. In the year 2000 he along with more family members decided to change this. They decided to start a sod business for the Nashville and greater Nashville area. When they decided to start this business they saw a need for a quality product along with going above and beyond on every job and for every customer. With that in mind they set the values of their company and said what they wanted to happen, while delivering to the customer what the customer is wanting. What I believe to be the most crucial piece and still is today is that the vision and the values have not changed from the original ones set. The company is not fighting to be the low cost and is not fighting to have every customer. They let the product and the service they provide stand for itself and they stand behind the product. I personally have worked for this company for many years as a...