Bringing in the WOW! Factor


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People can smell emotional commitment from a mile away. Tom Peters, Author

Compiled with edited extracts from various works of Tom Peters, as who else could describe the WOW Factor better than the man who invented the term.

The ‘WOW Factor’ is a registered trademark of the author Tom Peters, who coined the phrase some ten years ago. He came to fame as the co-author of In Search of Excellence and has since published multiple brilliant books on how to deliver ultimate customer service in all facets of business operations.

What is the WOW Factor?

  • It is that feeling where your heart races and your face smiles when you have received fantastic or even brilliant service.
  • It is when people or companies have stepped out from the crowd of look alikes and done something to make you smile!
  • When something is done or said to make you a brilliantly satisfied customer (or employee)!
  • It is when something is done to make you a devoted customer!
  • It is when something is done that you simply did not expect!

How do I get the WOW Factor happening?

  • Make the words glow, tingle, thrill, dazzle, delight and wow the primary basis for evaluating the quality of your products and services.
  • In the age of email, supercomputer power, the internet and the global village attentiveness – a token of human kindness – is the greatest gift we can give someone.
  • Obsess on the little stuff! 1000 little things are greater than one big thing
  • It is simply when you walk out as a customer and just say… WOW!

How do I get the staff customer focussed?

  • Forget barking orders.
  • Forget issuing a Customer First Vision Statement.
  • Prominently post customer statistics all over the place.
  • Distribute all good and bad customer letters to everyone.
  • Plaster pictures of customers (buyers, products, facilities, etc) all over the place.
  • Start making weekly awards for little acts of customer service heroism

If employees are inundated with practical customer information rather than vague exhortations, they won’t be able to keep their distance. They’ll begin to ‘think customer’ – and maybe even ‘dream customer’.

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One Comment to “Bringing in the WOW! Factor”

  1. I’d always want to be update on new content on this site, saved to bookmarks ! .

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