CUSTOMER ASTONISHMENT 10 Secrets to World-Class Customer Care
by Darby Checketts Foreword by Paul B. Brown Co-author of Customers for Life
THE “WOW” EXPERIENCE THAT CREATES CUSTOMER LOYALTY
Great customer relationships make the world go around. Customers give us the opportunity to apply our talents to serve them. Then, they transfer money from their bank accounts to ours so that we have the financial leverage to meet our goals. This simple, everyday economic interdependence is what business success, professional accountability, and personal prosperity are all about.
In today’s competitive world, a satisfied customer is no longer enough. A satisfied customer is still shopping around until you provide that WOW experience and make that WOW connection that creates customer loyalty. To do so, you must move beyond mere customer service to the new world of Customer Astonishment. Apply Checketts’ profound principles and methods, and make his 10 Secrets to World-Class Customer Care work for you and your team. Do this, and your personal work satisfaction and your company’s success will transform to new unforeseen heights.
An informed guide to creating a positive and effective customer relationship regardless of the service or project being provided, June 2, 2006
Customer Astonishment: Ten Secrets To World-Class Customer Care by Darby Checketts (President of Cornerstone Professional Development, Mesa, Arizona) is an informed guide to creating a positive and effective customer relationship regardless of the service or project being provided. Knowledgeably conducting an exploration of good marketing skills for both the employees and the company, Customer Astonishment deftly addresses the issues of professional accountability, simplistic economic value, and personal satisfaction between sales rep and the customer. With the inclusion of Darby Checketts' "10 Secrets to World-Class Customer Care", Customer Astonishment is very strongly recommended as invaluable, profitable, reading.
Creating a Culture of Service Excellence, May 3, 2006
Darby Checketts' writing generates excitement. In "Customer Astonishment" Checketts identifies 10 key aspects that assure you that customers will bring their business to you rather than to someone else.
The book is arranged in two sections. The first section "Preparation" boldly sets the stage for the specific principles and methods that follow. Darby asks 21 powerful questions to stimulate your creativity. He then introduces you to dynamic proposals for generating your own personal customer astonishment strategy. A grid is provided to help you strategize your plan of action.
Checketts exudes confidence and enthusiasm in his writing. He shows intuitive insights in customer relations as he energizes you, the reader, to apply these contagious principles personally.
In part two Darby introduces his secrets, numbers one through ten, using questions, lists, illustrations, charts, and grids, to enhance your customer and staff communications. The chapter "Get Connected" is jam packed with practical ideas for building these relationships.
Darby intersperses case studies throughout the book. These provide situations that can be adapted in your own day to day operations. In the chapter "Get it Together" Checketts presents a plan for working through challenging and difficult situations while developing principles of team conduct. His illustrations are incredible.
This book is a must read for anyone wanting to be on the cutting edge by entering into this world of "Customer Astonishment." Darby Checketts has crafted a superlative template for customer care.
ABOUT THE AUTHOR: Darby Checketts is the president of Cornerstone Professional Development of Mesa, Arizona, which he founded in 1985. He is known as the originator and worldwide proponent of Customer Astonishment. His work has influenced thousands of organizations and millions of individuals around the globe. His corporate career includes Ford Motor Company and Digital Equipment Corporation. He is the author of seven books and is an astonishing motivational speaker.
An informed guide to creating a positive and effective customer relationship regardless of the service or project being provided, June 2, 2006
