W.O.W. Workshops are a great way to introduce employees to the concepts of Customer W.O.W. The next question I usually get is “What does it take to engrain Customer W.O.W. behaviors in everyday activities?” Building a culture of W.O.W. is a five-step process that requires vision, commitment and passion.
The Formula: Training/Workshop/Learning is 25%; Application/Translation of concepts and methods into everyday tasks is 25%; Practice and Consistency is 50%. Below is a high-level outline of the 5-step process.
- Introduce Basics of Customer W.O.W (Workshop/Training Session)
- Define Why Customer Experience Matters
- Introduce Elements and Application of Customer W.O.W.
- Connect every employee to the Customer Experience
- Brainstorm What W.O.W. Looks Like/Feels Like for Your Business
2. Define Goal(s):
- Focus on Creating a W.O.W. Customer Experience
- Establish a Line-of-Site that Connects Every Employee to the Goal
- Monitor Progress, Share Results and Celebrate Successes
3. Build W.O.W. into Everyday Activities
- Seek Employee Input / Act on Information
- Include Customer W.O.W. in Weekly Huddles or Updates
- Leaders Provide Daily Coaching /Identify Opportunities to W.O.W.
- Leaders Provide Continuous Reinforcement of W.O.W. Behaviors (Recognition and Celebrations)
4. Continuous Learning and Improvement
- Weekly W.O.W. Moments Shared by Employees
- Improve Processes / Solicit Suggestions / Voice of the Employee
- Sharing Customer Feedback with Employees (Plus and Minus)
- Job Shadowing / Help Employees Understand How their Role Impacts Other Team-Mates and Customers
5. Maintain Energy and Focus
- Leaders Walk the Talk, Demonstrate Customer W.O.W. Focus through Daily Actions
- Leaders Follow-up on Employee Input for Improving Customer Experience
- Leaders Ask Employees how they are applying what they learned