While not part of the Personal MBA reading list, I recently attended a conference, hosted by my company, which focused primarily on Professional Services. As part of the theme of the event, all attendees received a copy of "Raving Fans" by Ken Blanchard and Sheldon Bowles.
This book might spark a few ideas for your business, however don't expect too much because the authors unfortunately fail dive deeply into any one topic. The book can be distilled down into 3 interrelated points:
- Decide what you want: Define your vision of your company's relationship with the customer.
- Discover what your customer wants: Figure out what your customer really wants
- Deliver the vision, plus 1 percent: You customer needs are most likely not static, so you need to consistently improve to maintain your lead
Personally, I would have been disappointed overall, however our week long conference ended with a guest speaker from Ken Blanchard's consulting company which really let the material become more personal.