The Wow Factor

Creating a Customer-Focused mind-set and delivering a level of service which consistently wows your customers will create differentiation in today s highly competitive market. This kind of differentiation will lead to greater customer loyalty and a fan base of customers who will brag about how good you are to deal with. That s got to be good for your business
This day highly interactive, on-site workshop provides participants with the opportunity to:
- explore why wowing customers is a critical customer retention strategy
- explore what it is that customers want, when it comes to the service they receive
- understand the impact customers expectations have on whether or not they will be wowed by what you do
- learn how to identify customer touch point opportunities and - determine what will wow customers at these touch points
- understand why creating a loyal fan base of customers who brag about your business is good for your bottom line
Topics include:
- What is Customer Focus and Service?
- Why Customer Focus Creates a Competitive Edge
- What Customers Want
- The Power of Customer Perception
- Perception Drives Expectations
- Moments of Truth
- The Wow Factor- Retention
- Why Wow?
- The Wow Factor- Customer Loyalty
- Personal Action Plans
This workshop is highly engaging and interactive. Upon completion of this session participants will be able to develop a strategy for how they can wow their customers and build a strong fan base.
Participants will also receive a detailed participant workbook which covers all the material presented in the program.
As part of this program, participants complete a Personal Action Plan for how they will take what they learn and apply it on-the-job.
This highly interactive program is normally conducted in a 1/ 2-day format but can be extended to a full day. It includes an effective balance of lecture, individual and group activities and exercises.