WOWEDFactor Truisms - Impact on Bottom Line

WOWEDFactor:  a customer service experience that was so extraordinary, "humanizing, engaging or connecting," your perception of the person you were dealing with, and consequently the business or organization, became significantly enhanced

We believe the following to be true about the WOWEDFactor: 

•  Service is manufactured at the point of delivery.  To my knowledge (and our research is considerable), not one customer has approached a business, asked to see the mission statement and then declared, “Very impressive, I’m now a customer for life.”
• The service image, is influenced in large part by employees interactions with external customers.
• Employees are the company in the minds of customers.
• The extent to which employees perceive themselves as stakeholders within that organizations or business (having a piece of the rock) has a direct relationship on their ability to deliver the WOWEDFactor.
• Managers’ first customers are their employees who interface with external customers.  Number one objective is to set up a culture where employees perceive they are stakeholders for the reason set forth above.
• Research clearly substantiates that the reason why customers quit a business has much more to do with not receiving the WOWEDFactor than anything else.  A recent survey of consumers shows that sixty-eight percent of all lost business results from the indifferent, uncaring attitudes of employees toward customers and only fourteen percent is lost because of product dissatisfaction.  The results on Why Customers Quit:

68 percent - indifferent attitude of employee

14 percent - product dissatisfaction

9 percent - competitive reasons

5 percent - other friends

3 percent - move away

1 percent – die

If customers quit a business in large part because of an attitude of indifference on the part of employees, it stands to reason that the antithesis … delivering the WOWEDFactor, would be a significant reason why customers stay.  Put in other terms, customer loyalty could be enhanced as a result.

Firestone

firestone@wowedamerica.com

314-863-4000

©2010 Ethical Selling Institute. All Rights Reserved.
©2010 Fred Firestone. All Rights Reserved.