Business Quote by Ken Blanchard
“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.”
About This Quote
Source Book: The One Minute Manager, Ken Blanchard & Spencer Johnson, 1982
Customer satisfaction is insufficient; businesses must exceed expectations to create enthusiastic, loyal advocates.
In simple terms: Customers need more than just satisfaction.
Key Takeaway
Turn satisfied customers into raving fans.
Themes
business
customer experience
loyalty
marketing
growth
Mood
motivational
strategic
Type
inspirational
practical
When to use this quote
- product development
- service training
- marketing strategy
Key Concepts
exceeding expectations
advocacy creation
brand enthusiasm
Questions to Reflect On
- What extra value can you provide to delight customers?
- How can you measure the shift from satisfaction to advocacy?
A Different Perspective
Not all customers become advocates despite high satisfaction.
![“[S]ometimes, when you are a food person, the possible irrelevance of what you are doing doesn’t cross your mind until it’s too late. (Once, for example, when I was just starting out in the food business, I was hired by the caper people to develop a lot of recipes using capers, and it was weeks of…” quote by Nora Ephron](https://sms4smile.com/quotes/img-quotes/d79/nora-ephron-1217_business_s-ometimes-when-you-are-a-food-person-th_980.jpg)
![“If the State does not acquire supremacy over [vast private] enterprises, it becomes their puppet, and they become the real State.” quote by Bertrand Russell](https://sms4smile.com/quotes/img-quotes/bad/bertrand-russell-69_acquire_if-the-state-does-not-acquire-supremacy_1379.jpg)