The Anatomy of Amazement
Any time the customer comes into contact with any aspect of a business, and has the opportunity to form an impression
What is a Moment of Truth?
Amazing people show up ready to amaze
What is habit number1?
Amazing people want feedback
what is habit number 3?
A negative interaction with a customer or colleague
what is a Moment of Misery?
What is Amazement in action?
amazing people take personal responsibility
what is habit number 4?
an average of mediocre service experience
What is a moment of mediocrity?
the maid ready to amaze at the ritz carlton
Who is Andrea?
amazing people are authentic
what is habit number 5?
a positive above average interaction with a customer
what is a moment of a magic?
the employee arriving late and not giving an amazing performance at work
Who is Heidi?
amazing people are proactive?
A predictable and consistent above-average experience
What is AMAZEMENT?
what is habit number 6?
Amazing people turn misery into magic
What is habit number 7?