Delivering Customer W.O.W. is more than a smiling face, engaging displays and hot deals. It is shaped by the many processes and interactions that a customer experiences from first contact to after the transaction is complete. Marketing and ads set the expectation and product quality and the return process is still in play after the transaction is complete.
A grocery chain might have great deals, smiling associates and store décor that engages the shopper. But if the customer gets home and their blueberries have mold on them or the inside of their onion is rotten because it’s been frozen, the rest of the stuff doesn’t matter. You are only as good as your weakest link.
Does your company have a weakest link that is driving your customer satisfaction level to new lows? Product quality and process excellence is just as important, if not more, than the human touch and smile. Keeping a keen focus on the three foundational elements of customer W.O.W. (Delivering What’s Needed – On Time – With Value) can help assure that behind every smiling face are processes and products that can deliver W.O.W.
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