Fred Reichheld

« Making the Golden Rule Relevant | Main | NPS at Schwab I: Lessons for a Turnaround »


Zane Safrit

Yes. WOW is a pop culture-ish phrase. But, at a glance "You've Got to WOW Your Customers" is understood by its readers, regardless of background or expertise or industry or education or profession, gender, parenthood...

Having said that, the understanding at that point is intuitive, 'got-it'...let's move on.

It's those next steps that make it a reality. And for me, that's what you're imploring.

"Let's get real, now." Let's delve deeply into this thing called "wowing the customer" so we can fully understand it and how it applies to our cusotmers and do it right, give it the dignity it deserves, we deserve as consumers and the people charged with delivering a wow to our customers.

Michael Caito

Hi Frank,

We don't have fancy names for this, we just try and have good systems that deliver a predictable experience for the customer. Empowering our people allows them to create the "wow" factor when it presents itself.

Thanks for your insights.

Michael Caito
CEO, Restaurants on the Run

bob broderick

I'm a retired six sigma black belt who now works part time at the profitable Trader Joe grocery store. They talk about the "wow" factor and are constantly adding new unique grocery products. Also, the employees are very customer service oriented.
Wow seems to appropriate in this model.

Colin Brogan

In my experience, WOW offerings usually fall into two categories: they either a) are tailored to my specific, expressed needs or b) are responsive to some unexpressed need. In the first category are one-to-one experiences that make my life easier, such as online shopping sites that store my information and make transactions faster. In the latter category are meta experiences that help customers accomplish their overall goal - such as the Apple store's Genius Bar (an overused example)
or children's entertainment in our favorite grocery store (Stew Leonard's). The trick is to understand the underlying customer need and find creative ways to help them accomplish their goals.

Mark Price

While WOW may sound like a catch phase (and actually be one), when you are socializing a concept across a large organization, a marketing-like approach is often necessary. This is particularly true for my clients with seasonal customer-facing help, who need to quickly introduce a compelling approach to meet or exceed customer expectations.

Mark Gregory

WOW gets a message across but for many front line staff removing defects first is far more relevant so that customers first get what they were supposed to get, without having to make sacrifices for an organisation's shortfalls.

Understanding the meaning of WOWing customers we find is easy for employees to grasp, after all they are someone elses customers, but it can often be misused and over stated. We prefer the use of AOK. In order to go the extra mile there are three essentials - Attitude, Observation (looking out for the opportunity) and Know How (of how to make use of the opportunity and positively surprise the customer). Unless you have enough of all three you can never deliver the WOW (or whatever you call it).

Whether we choose an alternative to WOW or not the key thing for employees, leaders and their organisation to recognise is what's the level of AOK displayed.

Long live AOK!

The comments to this entry are closed.