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I heard Ken Blanchard talk about this book once, and I made notes. I've just dug them out for you. Here's what he said: 

“Sheldon Bowles and I wrote the book Raving Fans: Satisfied Customers Are Not Enough. (NB Sometimes the strapline is 'A Revolutionary Approach to Customer Service' - Phil).

Sheldon is an entrepreneur from Canada. In the 1970s, when everyone decided to go to self-service gasoline, Sheldon’s gut instinct was that it was a perfect time to go to full service.

Hub member Tim Clark sent me his book on change. I like it a lot. Here are some excerpts - from the flyleaf and a few sections that I enjoyed - to give you a taster. I particularly like his points about how the leaders' ability to draw out people's discretionary efforts is more important in success than strategy or other issues that are usually assumed to be primary success factors. I also like his central point that the leader's role is largely one of energy management within an organization; generating, releasing and channeling people's energy:

UPDATE TO THE UPDATE: Click on this link instead, which they just sent to me, and you can download the book in three parts (at least I hope it's the whole book, else they've been doubly misleading) without being misled into signing up for their marketing newsletter, as I was: Real link to the book download in three parts

I have just read Our Iceberg is Melting by John Kotter. For those of us who are or or have been tasked with driving change this is well worth a read. To quote it is a simple fable. I particularly love the penguin characters. I must admit to having a smile of my face in matching up the characters with some of my work colleagues. This is based on the 8-step process of successful change. With the overarching key steps.

A free ebook for you from White Dove Books. www.whitedovebooks.co.uk/bookstore-index.htm. You will find a number of great little books here including a couple from Napoleon Hill one of the most inspirational leaders and a man in some ways a head of his time. Enjoy.