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:

WOWEDFactor: Significant Differentiator for All Types of Businesses? Not Necessarily

Specifically, if a person has a WOWEDSighting -"a humanizing, engaging or connecting interaction" at a ... (restaurant, hotel, hospital, call center, car rental airport, visitor center, etc.) does it increase the likelihood that s/he will come back, buy more and/or refer others?

Is the WOWEDFactor a "crucial touchpoint" for all types of businesses?  Is it a path that all should pursue to differentiate and pullahead of their competition?  The answer to all question: not necessarily - it depends on the type of business.