"WOW"edFactor: 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
"OW"edFactor: a customer service experience that was so bad, "dehumanizing, disengaging or disconnecting," 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"!
What's the impact of the "OW"edFactor?
