When I ask this question, I always get a “Yes”. Great! My next question is “What are you doing about it?”. Unfortunately, the answer to that question is not so forthcoming. Most companies see the value of a positive customer experience. Customer retention, word-of-mouth marketing, 5-star social media ratings and yes, increased revenue! Those things don’t happen by chance. It requires a focused effort on making sure your processes and your employees are aligned with your brand and with your customer expectations.
Customer W.O.W. provides an approach for both. Start by identifying your “Must Haves” and implementing process changes to consistently deliver them. Next review your list of “Satisfiers” (i.e. actions or offerings that align and strengthen your brand) and then identify and add delighters that will turn your customers into your best marketing advocate.
Whether you are a FORTUNE 500 company or a small to mid-size business, delivering Customer W.O.W. will bring value to your company, your customers and your employees.
Need help getting started? Subscribe to a Customer W.O.W. Workshop and learn how to launch your journey to the WOW Side!