It’s not meant as a tongue twister, but I just wanted to make the obvious point that you can’t jump to the fun and creative stuff of creating WOW moments for your customers if you don’t have the fundamentals right in the first place!
Check your systems, are they smooth and efficient – are there glitches that you know you need to sort out? If there are, be honest, own up, apologise, explain what you are doing to fix things and then keep on informing about progress.
Which leads to – communication? Are you talking to people on a regular basis – are you sorting out their issues in a timely and efficient manner? Are you letting them know when you are not around, and informing them when you will be so they know when to expect your response, or a good time to get results?
Promises – do you do what you say you will do? That’s the minimum you need to do of course, if you make that promise you have to deliver at least what you said you would.
What about your staff – have you clearly communicated to them how you wish your customers to be treated – the exact same way on Monday morning to Friday afternoon!
Things go wrong, and certainly technology lets us down on a regular basis- everybody knows we can’t be perfect all the time – but it’s how we handle the imperfections that will really make us stand out from the crowd. Ignore the problems at your peril – for all the WOW moments you create will be drowned out by the noise of the disgruntled few.
What do your customers really think of your organisation and doing business with you – why not ask them? Create a great survey and say you want to understand and improve their experience, offer a prize or incentive for their time – and then comes the crucial part – implement and improve where necessary. When you have done all that – you can tell people what you did and why – happy WOWing!