WOW
Why?
A couple of little business statistics for you to think about?
1. A 5% improvement in customer retention could add between 25% and 125% to your bottom line.
2. Companies with good service records grow twice as fast as those with poor service records.
WOW!
What an opportunity!
It's a new Way of Working which has a positive impact on your business, your people and your customers.
How?
Firstly, involve all your people.
Make sure that everyone knows what’s going on, and why Your WOW Programme is important.
Genuinely ask for their ideas and suggestions. This is so much more powerful than you telling them how to do it.
This needs the support of all senior management and it needs the involvement of everyone! It has to be delivered by everyone in your business not only those on the front line.
Your Five Daily Servings of WOW can include:
Think Moments of Truth- what can you do to make the experience for your customers as positive and memorable as possible from start to finish?
A.C.E.™ your competition – Show them the level of attention to customer service is not a one hit wonder and you can consistently deliver this on a regular basis.
The Personal Touch – what can you do to make your customers feel special ?
Get your Goodbye Right – leave them wanting to come back again.
And finally Have fun!
Key Differentiators of WOW
Staff feel more energized and are more open to trying out new ways of doing things.
There is a shift in culture to a more positive and proactive environment. Staff deliver a more consistent customer experience that encourages customers to come back again.
It has a profound effect on even the most cynical or negative members of staff, with some amazing turnaround successes.
Some of the most cynical and negative members of staff turn into advocates for the programme and are amongst some of the first members of staff to receive our Orange Ribbon Pin for Making a Difference in themselves and in the way they treat others.
Staff come up with ideas to make cost savings in their companies, they make processes easier and above all they come up with ways to delight their customers that leave their customers with outstanding memorable customer experiences because they want to.
We cannot make people change however we can definitely influence and enable change to happen and we have been able to effect change in the majority of staff who have attended these programmes. We will still have some cynics however they are no longer in the driving seat and with their power base weakened they no longer have such a great influence on how things are done.
In Daniel Goleman’s book “Emotional Intelligence” he states that “a Positive Company with a Positive Corporate Culture will outperform their negative counterparts every time. It is also important to note that if you would invest in the companies voted the best places to work, where people are full of positive energy and enthusiasm, you would significantly outperform the stock market averages. So it appears that a positive culture is also good for revenue and the bottom line.”