Bottom-Line Case for Businesses to Deliver WOWEDFactor Experiences

WOWEDFactor Definition: 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

Many businesses don't seem to get the fact that when their employees deliver WOWEDFactor experiences, they go beyond being merely in the "transaction" business into the rarified air of being in the "interaction" business.  This results in "fully engaged customers."  And, the impact of fully engaged customers was captured by the Gallop Organization in a 2005 Study:

• Quality interactions result in “fully engaged customers … (who) deliver a 23% premium over the average customer in terms of share of wallet, profitability, revenue and relationship growth.”
• Poor interactions result in what the Gallop Organization calls “actively disengaged customers … (and these customers) represent a 13% discount on the same measure.”

So the strategy has to be how does a business set up a culture/system where more employees deliver more WOWEDSightings to more customers more ofter. 

Is seems so simple.  Am I missing something?

Firestone
firestone@wowedamerica.com
314-863-4000