Long before there was Google+, the concept of +1 was used to address the topic of extraordinary customer service. In 1993, Ken Blanchard and Sheldon Bowles wrote Raving Fans: A Revolutionary Approach to Customer Service. In Raving Fans, Blanchard and Bowles cover three areas: Deciding what you as a business want; Discovering what the customer wants; and delivering plus one.
So what did they mean by delivering plus one. Here are some of the key points they articulate:
- Being consistent in your performance to create credibility with your customers
- Limiting the number of areas in which you want to make a difference so that you have a chance of doing them well
- Promote more service and deliver more (as opposed to under-promise and over-deliver)
- Meet expectations first, exceed them second
- Be flexible
Since one of the primary reasons to have an externally facing online community is to deepen relationships with your customers, it seems that the +1 concept from Blanchard and Bowles fits well for online communities. Here are 10 suggestions for ways you could +1 your community this year. Continue reading