A Guide to Becoming a WOW-Maker

Photo by Daniel Y. Go. It’s really great to open your email and get a compliment or hear something nice that a customer posted about you or your company on social media. I call that “Customer Wow” and believe that building Wow is a difference-maker and provides a sustainable critical advantage for your company. If…

But how do you build Customer Wow Every Day?

I had the opportunity to present at @PIEPDX yesterday (thanks, Rick Turoczy and team!) We talked about the Concept of Customer Wow and especially how businesses that are just starting out can think about the People, Processes, and Tools that they need to build sustainable, interesting, and valuable customer relationships. These slides are meant to be a jumping…

What the heck is Customer Wow?

Customer Wow is a concept that gets shared a lot, and creates smiles whenever it’s shared. But what is Customer Wow, really? You could say that it’s “the ability to deliver above and beyond customer experiences” and I also think it’s a bit more. Towards a definition of Customer Wow We can think of Customer…

They found me through Quora? An Unexpected Job Opportunity

Quora is a great place to post questions to knowledgeable folks and to answer questions that are interesting to you. So when I wrote an answer to Twitter: Is Twitter an effective customer service tool? (by the way—it’s awesome for that) I had no idea that a post I wrote in March about customer care…