Wednesday, December 5, 2012

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:

Tuesday, November 13, 2012

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.

Wednesday, May 18, 2011

WOWEDSighting: My Hyatt Regency North Dallas WOWEDFactor Experience

Dates of WOWEDSightings: May 11-13, 2011.       

My Testimony: In my many years of business travel, I have never had a hotel experience that could be defined as pure “interaction” (as opposed to “transaction”). That is until May 11-13 when I stayed at the Hyatt Regency North Dallas. Perhaps the best way to describe my experience is that at every interaction (and there were several) I didn’t feel like a “hotel customer” as much as a “guest in the home” of a hotel staffer. The WOWEDFactor components (humanizing, engaging, connecting) were delivered again and again throughout my two day stay. A few of my WOWEDSightings: Carmen – the most amazing breakfast greeting; you’d have to see it to believe it. Toy – at lunch, remembered me from breakfast, reminded me that I had to eat my vegetables to get dessert! – playful and tasteful banter. Freddie approaches me and asks me about my stay. Sonya – comes to my room from her position at the front desk to help me adjust my room thermostat. David, Juan and Sal … more playful and tasteful banter. All genuine interactions; all WOWEDSightings. My hat is off to managers Dominic and Cheryl – I felt that I spent two days hanging out with friends. WOWEDFactor delivered by staff; business value enhanced for Hyatt Regency.


Tuesday, May 3, 2011

WOWEDSighting Certificate of Sighting
Jeremey Daricek, Dobbs Tire & Auto



Date/Time of WOWEDSighting: April 4, 2011; 2:00 pm
WOWEDSighting Recipient:  Rob Kodner


Testimony: I was seeking a quote on a set of tires so that I could compare Dobb's price to some of the local discounters. I went there because of their ads on TV which detailed their warranty for repairs, rotation and replacement for the life of the tires. In the process of obtaining the quote, the Sales Manager, Jeremey Daricek, offered a discount plus a $40.00 rebate from the maker of the tire.  I thanked him, said I would compare his quote to others that I would receive and then get back to him. I started to exit the store when he stopped me to see what it would take to sell me those tires today.

Thursday, April 21, 2011

WOWEDSighting: Cafe Press

WOWEDSighting Alert!  Occurred at Cafe Press: www.cafepress.com, described on their web site as: "The world's favorite place to find or make unique T-shirts and gifts."  I believe it!

My daughter had a shirt sent out for my birthday (Vandelay Industries ala Seinfeld) and chose the wrong size.  Just called there to ask about exchange and they said, "We'll send you the Medium. And, because you're a first timer, we don't want you to do through the hassle of sending back the Large, so you keep it!" WOWED! What a class company.

Firestone
firestone@wowedamerica.com
314-863-4000