The How of Wow – Tony Carlson
“The How of Wow” is a business book that focuses on the importance of delivering exceptional customer service in order to create loyal customers and grow a successful business. The book offers practical advice and strategies for businesses to stand out from their competitors and create memorable customer experiences.
Customer service is the new marketing
Exceptional customer service is the key to standing out in a crowded market. Customers are more likely to return and recommend a business that provides a memorable experience.
Empower your team
Empowering employees to make decisions and take ownership of customer interactions can improve the overall customer experience. Giving employees the autonomy to solve problems and make decisions can also increase their engagement and job satisfaction.
Measure success
Tracking customer feedback and satisfaction is essential to improving service. Businesses should regularly measure customer satisfaction and use that data to make informed decisions and improve their processes.
Make it a culture
Exceptional customer service should be ingrained in a company’s culture. When customer service is a top priority at all levels of the organization, it becomes a key differentiator and a source of competitive advantage.
Go above and beyond
Going the extra mile for customers can make a lasting impression and increase loyalty. Businesses should aim to exceed customer expectations and provide unexpected moments of delight.
Make it personal
Customers want to feel valued and understood. Personalizing interactions and offering customized solutions can make a significant impact on customer satisfaction.
Train your team
Providing excellent customer service requires a well-trained team. Investing in employee training can lead to better performance, increased job satisfaction, and ultimately, happier customers.
Embrace technology
Technology can enhance the customer experience by providing faster and more convenient solutions. Businesses should leverage technology to streamline processes and offer new ways for customers to interact with their brand.
Listen actively
Listening to customers is crucial to providing excellent service. Active listening involves paying attention to both verbal and nonverbal cues, empathizing with the customer’s needs, and asking relevant questions.
Anticipate needs
Successful businesses anticipate their customers’ needs and proactively offer solutions. By doing so, they can create a seamless and efficient experience for their customers.