Customer Astonishment: 10 Secrets to World-Class Customer Care

by Darby Checketts

Overview

THE “WOW” EXPERIENCE THAT CREATES CUSTOMER LOYALTY

Customer Astonishment : 10 Secrets to World-Class Customer Care by Darby Checketts Foreword by Paul B. Brown

Get your competition on tilt wondering HOW you DO IT!

Make sure everyone in your company reads this book and get all of the on the same page!

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. Author Darby Checketts has spent the past 14 years preparing to show you how. Here is a sneak preview of his 10 Secrets to World- Class Customer Care. You will learn the principles and methods to make these secrets work for you and your team.

#1: Be Customer Champions! #2: Get Connected. #3: Get It Together. #4: Know Your Customers. #5: Know the Bear. #6: Take Ownership. #7: Stake Your Reputation. #8: Add Value at Each Step of the Way. #9: Smooth the Way. #10: Create Options.

“You must move beyond mere customer service. To astonish is ‘to strke with awe and wonder.’ Darby Checketts is a master at helping you create that ‘WOW’ experience, which ignites customer loyalty.” - Sam Beckford, Co-author of 100 Ways to Create Wealth and The Small Business Millionaire

Product Details

BN ID:	2940013112018
Publisher:	Reed, Robert D. Publishers
Publication date:	08/15/2011
Sold by:	Barnes & Noble
Format:	eBook
Pages:	148
File size:	940 KB

About the Author

Darby Checketts grew up on a small ranch in South Phoenix, Arizona, where his family raised quarter horses, sheep, turkeys, watermelons, and dates. He and Sharon are the parents of seven fantastic children: Natalie, Vance, Denise, Cheryl, Ken, Brent, and Matt. Darby and Sharon now live in Utah where they manage the activities of Cornerstone Professional Development, which they founded in 1985. Together with their various partners, they expound the principles of Customer Astonishment and Leverage. Darby is president of the company and also serves as its principal trainer and strategist. He has worked with hundreds of organizations, large and small, around the globe. Literally millions of individuals have benefited, directly and indirectly, from his in-person teachings, his books, and various other publications. His professional career began with Ford Motor Company and includes experience with several other companies where he served in a variety of management and professional positions. He has traveled throughout 47 of the 50 United States and 25 countries on five continents. Darby’s first loves are God, family, and country…followed by his love of supporting his clients as they achieve their goals, and by opportunities for community service and travel. Customer Astonishment is Darby’s seventh book.

FROM DARBY’S WEBSITE:
Darby Checketts authored the original Customer Astonishment Handbook and he has continually updated and expanded his formula for astonishing success. A CustomerChampion™ professional certification program was developed to allow individuals to validate their readiness and commitment to positively astonish those who depend on them. The well-known Customer Astonishment Workshop has evolved into an entire system for cultural transformation. In 2006, Darby wrote Customer Astonishment: 10 Secrets to World-Class Customer Care. It is a succinct and friendly guide that will take your personal work satisfaction and your team's success to new and previously unforeseen heights.
SCHEDULE YOUR WORKSHOP: Discover the Customer Astonishment rallies and training workshops. We GUARANTEE that there are no other half-day or full-day learning experiences that will have as powerful an impact on the energy, the vision, and the commitment your employees bring to their day-to-day customer care opportunities.

Editorial Reviews

Creating a Culture of Service Excellence: Darby Checketts' writing generates excitement. 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. 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.

Richard Blake

An Absolute Necessity for Any Business Owner to Read and Own! Darby Checketts hits a home run with this book, it's worth way more than the asking price. It's full of great examples, good advice, and step-by-step ways to achieve customer astonishment. This book would benefit anyone that owns, runs, or manages a business.

R Lucas

Checketts clearly shows which factors are the deciding ones when it comes to gaining a customer's loyalty and he explains how any company, whether large or small, could achieve similar results with small, oftentimes extremely inexpensive changes. One of the points that Checketts stresses repeatedly is that EVERYBODY is responsible and everybody should own up to it. The success is only guaranteed when each and every person working for a company takes responsibility and shows initiative.

Olivera Baumgartner-Jackson

Every customer interaction is an opportunity to grow your business, and if you are not astonishing your customers internally and externally with each interaction, you're not quite there! Darby's book contains useful strategies written in plain language. The book is a sort of "how-to guide" with some pretty funny real life stories that inspire you to move from where you are to where you want to be. This book helps you look at what service excellence is and what you need to do to get there.

L.M. Hobson