Here are some slides I shared with a group at the @PIEPDX incubator in Portland, Oregon on building a customer experience machine.
These slides started the discussion ...
Customer Wow is a concept that gets shared a lot, and creates smiles whenever it’s shared.
But what is Customer Wow, really? You could say that it’s “the ability to deliver above and beyond customer experiences” and I also think it’s a bit more.
Towards a definition of Customer Wow
We can think of Customer Wow as a combination of empathy – the ability to understand and place yourself in another person’s shoes; functional excellence – the identification of key steps to solve a problem and the ability and execution to complete those steps; and the overarching idea of “doing the right thing” and treating the customer the way you would like to be treated in a given situation.
Note: the customer is not always right. And the customer always should be treated with respect, given as much transparency as possible, and communicated with as a customer you’d like to keep.