Customer Astonishment: 10 Secrets

• Your enterprise must move beyond mere customer service. • To astonish is “to strike with awe and wonder.” • Darby Checketts traveled the globe to teach over 300 organizations

how to create that “WOW” experience, which ignites customer loyalty. • Now, his book and supporting products let you lead the way to “raise

the bar” for customer care within your own organization.

24 Slides: Copyright © 2012 by Darby Checketts

VISION

VALUES

GOALS

Performance and

Accountability

The 10 Secrets are based on the four-dimensional “R-A-E-I” strategy

developed by Darby Checketts.

Be Customer Champions!

Purpose

The Power of Purpose…

“A machine or computer can do the work of 50 ordinary men and women. There is no machine or computer that can do the work of a single extraordinary person.”

Ask yourselves…

1. What would our customers tell us is the most important thing we do? 2. Why is what we do truly important to them and to us? 3. What is it about our enterprise and team that is extraordinary? 4. What are the most essential commitments we must make to be sure

our customers are positively astonished?

Get Connected

Interdependency

Chain of Customers

What is most important to

whomever’s next in line?

Get It Together

Streamline

What is the team energy inside the

natural conflict that occurs?

Know Your Customers

Listen

Observe customers!

How does this occur?

Know the Bear

Competition

Is this a Moment of Truth?

What bear? Name the bear.

What is our competitive edge?

Take Ownership

Commitment

When the

customer calls,

there’s magic in

the response:

“I am the one. I

don’t pass the

buck.”

Remember: The buck

stops here!

Stake Your Reputation

Professionalism

What is a

hallmark?

It is a mark on the wall

in the hall against

which all other tables

are measured. It’s

about standards of

excellence…

Your Pride Factors!

Royal Carpenter, I need three more tables just like the excellent one you finished last week.

Add Value – Each Step

Consistency

What carries weight

with the customer?

What lifts the customer?

Smooth the Way

Hospitality

What does

hospitality

really, truly,

honestly

mean?

Create Options

Innovation

What/who is

a world-class

problem

solver?

A companion resource…

The 29Q Guidebook will prompt practical and energizing conversations that will strengthen your team and enhance your quality of work life. You will all be astonishing!

These slides are a partial introduction to the book:

CUSTOMER ASTONISHMENT: 10 Secrets to World-Class Customer Care

by Darby Checketts The book is available directly at www.CustomerChampion.com

along with other educational products and the CustomerChampionTM professional certification program.

The book is also available at Amazon.com, Barnes & Noble, and through your local bookseller.

This Slide Show: Copyright © 2012 by Darby Checketts

Special Acknowledgement: This presentation is based on the principles contained in the Customer Astonishment book. The artwork benefits from collaboration with one of my finest clients. Special thanks to the Mercury marketing team. −Darby Checketts