By James A. Baker · Founder, Baker Communications
That’s why I am always excited when I encounter a company that still includes the WOW factor. Not too long ago, I was shopping for a new computer. I was just going to order one from this company’s online store, but there was a snag in the process, so I called customer service to complete the order. The CSR carefully reviewed the online transaction I was trying to complete, and identified the problem. However, instead of clicking a button and saying “Have a nice day!” he asked me several more questions about why I had chosen that particular model and configuration, and then he made a few suggestions. By the end of the conversation, he had adjusted my original order ?#147; which I would have been perfectly happy with ?#147; so that it now included a couple of added features, and sold it to me for LESS money than I would have paid in the original deal! When I got off the phone, all I could say was, “WOW!” WOW, because I got a better deal than I expected, and WOW because the CSR went out of his way to give it to me.
Do you want to create loyal, satisfied, enthusiastic customers who will not only buy from you over and over again, but will refer their friends to you as well? All you have to do is give everyone a reason to say WOW at the end of their transaction or conversation with you. Here are a couple of hints that will help you crank up the WOW factor.
