The power of WOW: How to rock your customers’ worlds

In honor of National Customer Service Week, Business Genome offers a lesson on how to tip the scale in favor of customer loyalty using the power of “wow.” Empathica’s Mike Amos has developed metrics linking the perception of wow with a customer’s intent to return to a restaurant. Zappos’ founder Tony Hsieh (and featured speaker at the recent Inc 500 conference) exemplified the economic strength of an SMB (small and medium-sized company) that recently sold for $900 million dollars. Zappos’ customer service is so over the top that if they don’t stock the shoes you want, they’ll find you someone else who does.

Wow is an approach that brings the customer from satisfied to loyal.