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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.
23 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.
Copyright © 2012 by Darby Checketts • www.CustomerChampion.com
Be Customer Champions!
Purpose
Copyright © 2012 by Darby Checketts • www.CustomerChampion.com
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.
2.
3.
4.
What would our customers tell us is the most important thing we do?
Why is what we do truly important to them and to us?
What is it about our enterprise and team that is extraordinary?
What are the most essential commitments we must make to be sure
our customers are positively astonished?
Copyright © 2012 by Darby Checketts • www.CustomerChampion.com
Get Connected
Interdependency
Copyright © 2012 by Darby Checketts • www.CustomerChampion.com
Chain of Customers
What is most important to
whomever’s next in line?
Copyright © 2012 by Darby Checketts • www.CustomerChampion.com
Get It Together
Streamline
Copyright © 2012 by Darby Checketts • www.CustomerChampion.com
What is the team energy inside the
natural conflict that occurs?
Copyright © 2012 by Darby Checketts • www.CustomerChampion.com
Know Your Customers
Listen
Copyright © 2012 by Darby Checketts • www.CustomerChampion.com
Observe customers!
How does this occur?
Copyright © 2012 by Darby Checketts • www.CustomerChampion.com
Is this a
Moment
of Truth?
Know the Bear
Competition
Copyright © 2012 by Darby Checketts • www.CustomerChampion.com
What bear? Name the bear.
What is our competitive edge?
Copyright © 2012 by Darby Checketts • www.CustomerChampion.com
Take Ownership
Commitment
Copyright © 2012 by Darby Checketts • www.CustomerChampion.com
Remember:
The buck
stops here!
When the
customer calls,
there’s magic in
the response:
“I am the one. I
don’t pass the
buck.”
Copyright © 2012 by Darby Checketts • www.CustomerChampion.com
Stake Your Reputation
Professionalism
Copyright © 2012 by Darby Checketts • www.CustomerChampion.com
Royal Carpenter,
I need three more
tables just like the
excellent one you
finished last week.
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!
Copyright © 2012 by Darby Checketts • www.CustomerChampion.com
Add Value – Each Step
Consistency
Copyright © 2012 by Darby Checketts • www.CustomerChampion.com
What lifts the customer?
What carries weight
with the customer?
Copyright © 2012 by Darby Checketts • www.CustomerChampion.com
Smooth the Way
Hospitality
Copyright © 2012 by Darby Checketts • www.CustomerChampion.com
What does
hospitality
really, truly,
honestly
mean?
Copyright © 2012 by Darby Checketts • www.CustomerChampion.com
Create Options
Innovation
Copyright © 2012 by Darby Checketts • www.CustomerChampion.com
What/who is
a world-class
problem
solver?
Copyright © 2012 by Darby Checketts • www.CustomerChampion.com
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