Some people claim that the key to earning loyalty is to WOW your customers. I don’t know about you but to me that language seems a little bit over the top. “WOW” sounds like a mantra from some pop-culture guru, not a serious business proposition. And yet any company implementing NPS must find a way to convert customers into promoters. This usually requires doing something noteworthy—something so surprising that customers take notice and talk about it to others.