Set
Customers form assumptions before your team says a word. Your team learns to set expectations early (in the greeting, the email, a video before the meeting) and to reset them when a customer shows up already doubtful.
Astonish Them
A customer experience keynote for teams whose customers are already satisfied.
Satisfied customers rarely tell anyone about you. Kostya Kimlat teaches your team how magicians set, meet and exceed expectations, so customers leave with a story they want to tell. He demonstrates each step live, with magic built around your business.
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Watch the keynote
Astonish Them, live.
1:41 · Kostya’s keynote for Wireless Zone
What happens in the room
Your team sees the magic first, then learns the principle behind it.
Kostya ties every principle in the keynote to a piece of live magic.
Before the event, he talks with people on your team, and if you want one, he sends your attendees a short video. In the room, he shows how a magician sets expectations with a group of strangers. Then he asks your team the questions he asks himself before every show.
- What is the customer assuming before you say a word?
- Do you need to set expectations, or reset them?
- Which path fits this customer: surprise, excellence or insight?
Set, meet, exceed
Every customer arrives with expectations.
Meet
Two customers can expect very different things from the same conversation. Your team learns to read the person in front of them and give that person what they came for.
Exceed
Most satisfaction surveys stop at “very satisfied.” Your team learns to exceed it through surprise, excellence or insight.
A magician plans all three steps before the audience sits down.
Three paths past satisfied.
- Surprise Something they didn’t see coming and will tell other people about.
- Excellence A lot of small things done right, every time, including the last interaction.
- Insight Telling customers something they didn’t know about their own situation, drawn from what your team sees across all the customers it serves.
Check availability
Check availability
You’ll hear from Kostya’s team within one hour during business hours.
Outcomes
What your team leaves with.
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Openings written for their roles
Kostya writes sample opening lines for the conversations your team actually has and explains why he chose each word.
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A way to prepare
Three places to look before any customer conversation: colleagues who have worked with that customer, what the customer shares publicly, and an AI assistant for research.
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Three words for exceeding
Surprise, excellence and insight become shared vocabulary your team uses when planning an account or a follow-up.
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The feeling, firsthand
Your team gets set up and astonished before anyone asks them to do the same for a customer. Once they’ve felt it from the audience’s side, it’s easier for them to deliver.
Client reviews
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Grant B.
Wireless Zone
What I love about Kostya… is that you practice what you preach, exceeding expectations every step of the way!
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Ryan E.
Wireless Zone
Incredible performer that linked astonishing audiences with magic to astonishing customers in our business.
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Glenn R.
Cottonwood Residential
You made it very relevant to our business through your research. It was the perfect mixture of magic and content.
Logistics
What booking involves.
Astonish Them
At a glance
The talk
- Length
- 60 to 90 minutes
- Format
- In person or virtual, with full interactivity
- Built for
- Customer experience and customer service teams, franchise and sales conventions, account managers, service culture initiatives
- Room size
- Small groups to 2,000+
Customization
- Planning call
- Every engagement starts with one
- Team interviews
- Short conversations with people on your team before the event
- Invitation video
- Included if you want one, sent to attendees before the event
- Same at every event
- Set, meet, exceed
- Built for you
- The examples, the opening lines and the magic
Questions
What planners ask.
Our satisfaction scores are already high. Is this for us?
Yes. It’s built for teams that already do good work. Most satisfaction surveys stop at “very satisfied,” and this keynote teaches your team how to exceed it.
Is this for frontline staff or leadership?
Both. It has been delivered to franchise owners and corporate leaders, and to recruiters and account managers. The examples are built for the roles in the room.
How is this different from Think Like A Magician™?
Think Like A Magician™ is about how your team explains its value. Astonish Them is about the experience a customer has from first contact to after the sale. Some clients book one, then bring him back for the other.
What does it cost?
Keynote fees are in the five-figure range and vary with format, customization and travel. You’ll hear from Kostya’s team within one hour during business hours, and a specific quote follows once the format, date and travel are clear.
How far in advance should we book?
As early as possible, particularly for sales kickoffs and conference season.
Book Astonish Them for your event.
Check availability
You’ll hear from Kostya’s team within one hour during business hours.