What the heck is Customer Wow, and how do I get some?

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Here are some slides I shared with a group at the @PIEPDX incubator in Portland, Oregon on building a customer experience machine.

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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.

http://gregmeyer.wordpress.com/2012/07/24/what-the-heck-is-customer-wow/

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What the heck is Customer Wow, and how do I get some?

  1. ••••
  2. - James Slavet of Greylock Partners
  3. -Bill Cosby
  4. -Eric Ries
  5. -Bill Davidow, Mohr Davidow Ventures
  6. •• Tweet @Desk and include the hashtag #CustomerWOW to join the conversation!
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  10. ••••• Tweet @Desk and include the hashtag #CustomerWOW to join the conversation!
  11. Tweet @Desk and include the hashtag#CustomerWOW to join the conversation!
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