So a while back I was given a copy of Raving Fans to read. It’s a fable about great customer service that creates “raving fans” the people who can’t stop talking about your product or service and how great it is. I have to say I don’t disagree with the book. A lot of what it espouses is common sense, some of it even resonates with some values held dear by the agile community, like continuous small improvement.
My problem lies with it being a work of fiction. By that I mean it uses completely fictional examples of fantastic customer support to show how you create raving fans. This is all well and good but if I’m going to commit I’d like some evidence to back it up. At the very least the book needs an appendix with some real world examples and references to back it up. Otherwise it’s just a work of fiction, all be it one that tries to sell a great vision of customer service.