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The Importance of a WOW Customer Experience

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WOW Customer ServiceWOW Customer Experience

WOW! Customer Experience is hard to find.  A lot of businesses take their customer service for granted.  They’ve been in business for years and figure they will always be “OK”.  Well, a lot of companies are finding out that is not the case, and are now scrambling to fix it.

What is a WOW customer experience and why is it important

A WOW customer experience is one that goes above and beyond the customer’s expectations. It is the kind of experience that creates a lasting impression and builds brand loyalty. There are many factors that contribute to a WOW customer experience, but some of the most important include providing outstanding service, being responsive to customer needs, and creating an enjoyable and convenient shopping experience. In today’s competitive market, it is more important than ever to create WOW customer experiences that will keep customers coming back. By delivering on their expectations, businesses can create long-term relationships with their customers that are built on trust and loyalty.

Three reasons to deliver a WOW customer experience:

Wow customer serviceA WOW customer experience is one that goes above and beyond the expected. It’s the kind of experience that makes customers sit up and take notice, and it’s something that all businesses should strive for. Here are three reasons why:

1. A WOW customer experience is the best way to differentiate your business from the competition. In today’s market, there are so many businesses offering similar products and services. The only way to stand out is to offer an exceptional customer experience that WOW’s your customers and leaves them wanting more.

2. A WOW customer experience is a great way to build loyalty and repeat business. Customers who have a positive experience with your business are much more likely to come back again and again. They’ll also be more likely to tell their friends and family about you, which can lead to even more business.

3. A WOW customer experience is an excellent way to make a lasting impression on your customers. Think about it – when was the last time you had a truly WOW-worthy customer experience? Chances are, you remember it vividly and can still recall how good it made you feel. That’s the power of a WOW customer experience – it stays with people long after they’ve left your business or your website.

The five steps to creating a WOW customer experience

wow customer experience

No matter what business you’re in, the key to success is creating a WOW customer experience. There are a few simple steps you can take to make sure your customers have the best possible experience with your business.

  1. Always put the customer first. If a customer feels like they’re an afterthought, they’re not likely to continue doing business with you.
  2. Go above and beyond to WOW your customers. Find ways to surprise and delight them, and they’ll keep coming back for more.
  3. Always be helpful and friendly. Smile, make eye contact and go out of your way to be helpful.
  4. Make it easy for customers to do business with you. If they have to jump through hoops or deal with frustrating red tape, they’ll quickly take their business elsewhere.
  5. Finally, always follow up with your customers. A simple phone call or thank-you note can make all the difference in keeping them loyal to your business.

By following these simple tips, you can create a WOW customer experience that will keep them coming back for more.

Tips for delivering an exceptional customer experience

The key to an exceptional customer experience is to “WOW” your customers. Here are four tips to help you WOW your customers and deliver an outstanding experience:

1. Build strong relationships – Getting to know your customers on a personal level can go a long way in delivering WOW-worthy customer service. Take the time to learn about their needs, wants and expectations. This will allow you to tailor your service to their individual needs.

2. Exceed expectations – Customers expect good service, but they’ll be blown away if you exceed their expectations. Think about ways you can go above and beyond to WOW them. This could be something as simple as throwing in a free gift with their purchase or going out of your way to solve a problem they’re having.

3. Pay attention to detail – It’s the little things that make the biggest difference when it comes to customer service. Paying attention to detail will show your customers that you care about them and their experience.

4. Be passionate – Show your customers that you’re passionate about what you do and that you care about their satisfaction. When you love what you do, it shows in your interactions with customers. They’ll pick up the vibes and want to do business with you!

My personal WOW customer experience story

Update – I wrote this blog originally in 2014, back before COVID and employee shortages.  The examples are still good, although now with the lack of employees available to work, more important than ever.

What we were promised…

My husband and I were on a cruise.  We heard every day on the TV (which had its own cruise commercials) how they pride themselves in customer service and how they all go through special training.  Well, I have to say that we, and many others we spoke with, disagree.

If you have ever been on a cruise or heard someone talking about one, know that it’s not just about the destination, but the experience.  Part of that experience is being spoiled … i.e.: they come into your room and turn down your bed in the evening, leaving you chocolates on your pillow.  You eat morning, noon, and night, and whenever you want in between, etc., etc.  There are tons of activities.  It’s all about being pampered and living it up.

What was delivered…

Our experience started with a disorganized mess getting on the ship – not a great start.  The first evening, our “turn down service” consisted of the steward knocking on our door and handing me two candies and a piece of paper he was supposed to leave on our bed when he “fluffed” things up and turned down the bed.   Other things were not up to par.

Our restaurant experiences, especially the service, were not very memorable.  For most of the dessert options, we couldn’t get a good chocolate dessert for the life of us-yes I am picky about good chocolate!   And we had several other less-than-good experiences.  Some of these were minor inconveniences or disappointments, but they just seem to keep happening…they added up.  We didn’t feel very pampered.  Definitely not WOW’d with WOW customer experience as we expected it to be.

There were some positives – a bartender that remembered after the second time we ordered, that we always order two diet sodas.  He told us we didn’t have to ask – when he saw us he would get them.   And every time he did, with a smile and great attitude.  That is WOW customer service!

I would hope that this cruise line “mystery shops” their cruises, but I wonder if so why they wouldn’t “up their game” and fix these things.  This is so important in order to figure out where your improvements need to be.  Especially when your business depends so much on excellent customer service, repeat business, and referrals.  We’re not sure we will return to this cruise line because of our experience – loss of business for them.  We have other choices.

Website Experience

Your website experience can be the difference between success and failure, so we want it to reflect your unique business.

Your online presence is important for all of us in some way or another- whether as a potential customer looking at our products/services on websites like Facebook; or through personal networking sites such as Twitter & LinkedIn where people share information about jobs they may have available; or even just browsing simple webpages without any interactivity until you begin filling out forms! The point is: if someone comes across one bad website experience with your company, you will lose business.  The website experience is just as important as in person experience in today’s market.  If you don’t make a good website experience for them, they won’t buy.

Customer Service Improvement Consultant

How do your customers feel about your service and the goods you offer?  Do you have the steward who hands your clients their chocolates instead of doing his job, or do you have the bartender who always remembers your clients & gets their drink?  If you don’t have the answers, get help in finding out.  Don’t have your customers feeling disappointed.  It could be the difference between struggling or being successful in business.  Your customers want to feel special.  Want more return business? Let us look at your business through a fresh set of eyes and help you deliver WOW customer service.

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