One of the best ways to enhance your customer service is with a WOW experience.
I’m sure you’ve heard of a WOW experience, and actually probably have had a few in your life.
Do you give a WOW experience, or produce a WOW experience, as part of your customer service and business systems? Some businesses will actually have a Director of WOW on their team.
Why or why not? And what do WOWs look like for you and your customers?
Example of a WOW experience
It started with my wife, working with her sisters, continuing to sort and clean through the years of accumulation from her mother’s house.
One of the things was a series of old LPs that were bought in the 1960’s.
One of these was “Ballads of the Green Berets”
So my wife thought about Larry, being a former Green Beret, that he might be interested, and brought it home.
Well, I gave it to him at one of our dinner series events.
His reaction? He LOVED it! He kept going on and on about it being the best present ever, he couldn’t believe he had that LP in his hands, etc. He posted this on Instagram: “I was given an AWESOME gift from my friends, Dave & Cheryl Braun! It’s an original, vinyl LP of SSGT Barry Sadler’s Ballads of the Green Berets…my SF Brothers might appreciate the value of this. Thanks so much!”
He just had a WOW experience with me.
Definition of a WOW experience
Think back to an experience that you remember, that was just off the charts. It could have been on a vacation, an encounter with a friend, going to a movie that has become your favorite, how you were treated when buying something, etc.
Think about your feelings.
When you do that, you’ll see that you can boil it down to two characteristics:
- a WOW experience needs to be UNEXPECTED by the person
- a WOW experience needs to be RELEVANT to the person
You can see that my gift to Larry had both of these elements in it: Totally unexpected of him to receive it, and totally relevant as he was a green beret and that experience has formed him in so many ways.
An experience we can all related to is Christmas.
I’m sure you can remember a particular gift that you were WOW’ed by. It was both unexpected (meaning you didn’t expect it to be so nice) and relevant (it was exactly what you wanted).
Now how can you relate that to your business and customer service?
Improving customer service through a WOW experience
Remember, you need to do something that is both unexpected and relevant to the person.
It’s therefore important that you know who your ideal client is (get our whitepaper here)
What will WOW them? It might be something free to them, or it might not be.
One of the things we do is give our clients our extensive white papers on the subjects we think they might be most interested. Here is the current list:
- Power Words to Use in Copywriting
- 71+ Traffic Generating Channels
- 12 Key Business Plan Filters for Success
- Creating an Ideal Client Profile
- 10 Critical Checklist Items for Website Design
You can choose one for free.
We also pride ourselves in not just doing website design, but being a business partner with our customers. How many website companies do that? Or even have the capability?
So again, what is it for you? Here are some ideas
- referrals for them
- extra communication
- articles that might be relevant to them, with your “summary” at the beginning
- an invitation to lunch (and you pay for it)
- gifting them a tool that will help them
Go through your Ideal Client profile and begin not just coming up with ideas, but executing on them.
And don’t forget to set aside some calendar time for this.
Remember, it’s great for your business and your customer service, but also a lot of fun!