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"OW"ed WOWED
The "OW"edFactor/WOWEDFactor Differentiation Scale has been developed as a tool for businesses to evaluate their crucial touch points along their cycle of service. Note both the "OW"ed and WOWED can be a "significant differentiator."
It's also a tool WOWEDAMERICA followers can use to determine where a particular experience fell.
For further info on the WOWEDFactor and Differentiation, see article: WOWEDFactor: A Key to Business Differentiation and WOWEDFactorPrograms.com.
The Scale ...
1 = Pure “OW”ed
(A customer service experience that was so bad your perception of the person you were dealing with, and consequently the business or organization, became significantly damaged. Basically, it was so bad, it frustrated you and hurt the business or organization, because you're not coming back! Thus the "OW"!)
- Wouldn’t talk to my dog that way
- Arm wrestle over problem resolution
- “What can I do for you?”
- Manipulative selling gimmicks and closes
- Make prospective customer feel bad about their current situation
- Talk negatively about other customers in front of you
3 = Not an “OW”ed, but Not a “WOWED”
- Feel obligated to cheer them up
- The plastic “Have a Nice Day”
- Expressionless
- Zero affect
- If there’s a problem, let you know how they’ll make it better for next person so they don’t have the problem – nothing said about you
7 = Almost the WOWEDFactor!
- Sincerity and caring
- Sincere compliment
- Eyes that engage
- Enthusiasm for their job
- Mood setter
- Refer to you by name
- Genuine greeting
- Sincerely apologizes for a mistake
- If there’s a problem, let you know how they’ll make amends for you
- Genuine questions about you
10= 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.)
- In listening to situation, really conveys to customer s/he gets it
- Treats you like a member of her/his family
- Came up with an out-of-box idea re how to solve problem
- Over the top focus on customer’s individual needs
- Genuine and sincere involvement – seeking out ways to help
- Wonderful listener
- Is as interested in customer as the customer
- If a problem, effective empathy
- Selling: conveys they “get it”
- Selling: conveys EthicalFactor components … trust (genuineness), credibility (believability) and partnership (customer focus and accountability)
Firestone
firestone@wowedamerica.com
314-863-4000
