Today’s customers have high expectations. It doesn’t matter what industry we are talking about. It could be a retail customer who purchases a product, a manufacturing customer who places an order, a healthcare customer who shops around for the best physician, an online customer who is making travel reservations or an internal customer who relies on his/her team members to complete a work project.
Today’s customers expect:
Fast responses
Quality products
White glove/concierge treatment
Exceptional service
Things done right the first time
Knowledgeable, pleasant people to respond to their needs
Innovative, cool products
Fair, competitive prices
Value
Simple, efficient processes & procedures
When we meet the customer’s expectations, we are doing our job. When we exceed the customer’s expectations we are creating a WOW experience. Customers actually say WOW when they have been surprised, delighted, thrilled and impressed.
A WOW experience = Exceeding the Customer’s Expectations by Surprising the Customer
If you don’t WOW your customer, someone else will!