The document outlines Darby Checketts' approach to creating customer loyalty through "customer astonishment". It discusses how Checketts traveled globally to teach over 300 organizations how to provide a "WOW" customer experience. Checketts' book and products then aim to help organizations apply these lessons to raise their own standards of customer care. The presentation slides that follow promote applying Checketts' "R-A-E-I" strategy of purpose, interdependency, ownership and innovation to strengthen teams and enhance customer experiences.

1. • 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

2. VISION
VALUES
GOALS
Performance and
Accountability
The 10 Secrets are based on the
four-dimensional “R-A-E-I” strategy
developed by Darby Checketts.

3. Be Customer Champions!
Purpose

4. 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?

5. Get Connected
Interdependency

6. Chain of Customers
What is most important to
whomever’s next in line?

7. Get It Together
Streamline

8. What is the team energy inside the
natural conflict that occurs?

9. Know Your Customers
Listen

10. Observe customers!
How does this occur?

11. Is this a
Moment
of Truth?
Know the Bear
Competition

12. What bear? Name the bear.
What is our competitive edge?

13. Take Ownership
Commitment

14. When the
Remember: customer calls,
The buck
stops here! there’s magic in
the response:
“I am the one. I
don’t pass the
buck.”

15. Stake Your Reputation
Professionalism

16. Royal Carpenter,
I need three more What is a
tables just like the hallmark?
excellent one you
finished last week. 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!

17. Add Value – Each Step
Consistency

18. What lifts the customer?
What carries weight
with the customer?

19. Smooth the Way
Hospitality

20. What does
hospitality
really, truly,
honestly
mean?

21. Create Options
Innovation

22. What/who is
a world-class
problem
solver?

23. 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!

24. 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