It should be noted that our definition of selling is not the conventional one. We take a broad look; selling encompasses any interaction that influences perceptions of service image. Thus, all people who have contact with customers are involved in "selling."
WOWEDFactor = Significant Differentiator
Since our inception over twenty years ago, we have continually found that businesses that successfully differentiate themselves and add greater perceived value to their products and services do so because of their ability to deliver more of the EthicalFactor at crucial moments of truth than their competition. And, many times, these business-enhancing "happenings" are interactions customers have with specific employees that are so significant they reach the WOWEDFactor level.
The WOWEDFactor doesn’t happen until it’s happened. Notice, we don’t call it the WOWFactor. It’s past tense intentionally. It doesn’t exist until a customer perceives it to have happened to her. A business can only say its objective is to build its value by having its customers experience the WOWEDFactor with its employees. A customer doesn’t experience the WOWEDFactor with ACME Tool and Rental; she experiences it with Pete, Judy or Tom who work for ACME Tool and Rental. It’s a personal experience and people have personal experiences with people – not businesses. Thus, the extent to which businesses deliver the WOWEDFactor has everything to do with their employees and their crucial interactions with customers. The business-enhancing impact of doing so can be significant.
Firestone
firestone@wowedamerica.com
314-863-4000
