For the last 2 years or so I’ve been collecting and working on something I call “Astonishment Architecture”. It’s the thinking behind creating exceptional customer experiences before, during & after each customer touchpoint. I believe it’s one of the few competitive advantages left for creating raving fans and spreading word-of-mouth instead of trying to compete in noisy, crowded marketplaces. Watch the presentation below (that I’ve never shared with the general public before) and see what you think. Some of the slides need a little explanation but I think you’ll get the main points. Possible Astonishment Architecture Workshop: I was considering having a small, interactive workshop with “field trips” to a few businesses that practice this. The workshop probably wouldn’t be cheap since it would extremely intimate and we’d be brainstorming the creation of the Astonishment Architecture individually for your own business. Drop me a comment below and let me know what you think and if there’s enough interest I’ll put it together.