Your customers are only satisfied because their expectations are so low and because no one else is doing better. Just having satisfied customers isn't good enough anymore. If you really want a booming business, you have to create Raving Fans.

Ken Blanchard

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Kenneth Hartley Blanchard (born May 6, 1939) is an American author and management expert. His book The One Minute Manager (co-authored with Spencer Johnson) has sold over 13 million copies and has been translated into 37 languages. He has coauthored over 30 other best-selling books, including Raving Fans: A Revolutionary Approach To Customer Service (1993), Leadership and the One Minute Manager: Increasing Effectiveness Through Situational Leadership (1985) (in which he coined the term seagull manager), Gung Ho! Turn On the People in Any Organization (1997), Whale Done! The Power of Positive Relationships (2002) and Leading at a Higher Level: Blanchard on Leadership and Creating High Performing Organizations (2006). Wikipedia