{"id":31412,"date":"2016-10-05T00:00:00","date_gmt":"2016-10-05T00:00:00","guid":{"rendered":"https:\/\/hyken.com\/wow-is-in-the-details\/"},"modified":"2023-11-13T21:05:31","modified_gmt":"2023-11-13T21:05:31","slug":"wow-is-in-the-details","status":"publish","type":"post","link":"https:\/\/hyken.com\/customer-confidence\/wow-is-in-the-details\/","title":{"rendered":"WOW Is in the Details"},"content":{"rendered":"\"wow<\/a>Last week I wrote about the Un-WOW<\/a>. After a number of comments from our readers, I want to discuss how, when and where you can WOW your customers. I\u2019ve always been concerned with a company that tells me that they want to consistently WOW their customers. Like perfection is not reality, the concept of consistently WOWing customers is a lofty, if not impossible goal to achieve. Let me quickly recap my position on WOW.\r\n\r\nOnce in a while, WOW is achievable. WOW levels of customer service and experience are opportunities that typically fall in our lap in the form of complaints or problems we can resolve \u2013 or isolated opportunities to just do something special. So, I typically shy away from using the word WOW. However, the concept of amazement, well that is something else.\r\n\r\nAmazement is the consistent and predictable above average experience that a customer receives from a company or employee. And sometimes it\u2019s just a little above average. The key is consistency<\/a>. Without that, there is no predictability, and that leads to a lack of confidence.\r\n\r\nHowever, there is a place for WOW in the day to day focus on delivering great customer service. Yet, it\u2019s not about above-and-beyond or over-the-top experiences.\r\n

It\u2019s about the details.<\/h3>\r\nRecently I was hired by a client to speak to their company about customer service. This was an after-dinner talk. It just so happens that the company\u2019s corporate colors were blue and orange. As we were setting up for the presentation, the banquet manager from the hotel asked my client if we would like the overhead lighting to have blue and orange accents. With a resounding yes from my client, the banquet manager asked the A\/V people to change the color of the lights, which were controlled by a computer program. Within moments every other row of lights had blue and orange accents.\r\n\r\nAs the company employees came into the banquet room and sat down, I listened for any response to the colored lights. I didn\u2019t hear any comments, but that doesn\u2019t mean that the effort was wasted. It was just accent lighting. Just a detail. Yet sometimes the WOW is in the details, and that does make a difference.\r\n\r\nJust after the speech I had a chance to chat with some of the leadership and several employees. I emphasized the difference between WOW and amazement. Then I talked about how details matter and asked them to look up and notice the lights. I heard a few audible gasps and a few people used the word, \u201cWOW.\u201d None of them noticed the colored lights until I pointed them out. But, once they did\u2026 WOW!\r\n\r\nSo, what details can you enhance to a level where your customers say, \u201cWOW!? Let the story about the accent lighting serve as a metaphor of what\u2019s possible when you mix small, but powerful details with an amazing customer service experience.\r\n

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