what are the 3 main points from the book "Raving Fans" by Ken Blanchard?

Answer 1

* the best advertisement a company can get is by word of mouth from people who are happy with the service they received and lets others know.
* don't just make people happy, make them like the service you provided so much that they tell everyone about it.
* most people expect unsatisfactory service, but pay for it b/c they think that's all they can get, surprise them by not only servicing their needs, but by also going above expectations.