Wowing Customers – Episode #95

by Richard Wilson on August 3, 2011

The following video is borrowed from our BusinessTraining.com platform and was originally recorded for our sales training program.  The WOW concept is one that I first learned about from a Tom Peters book and a book by Tony Hsieh from Zappos.com.  The idea is that instead of just selling someone a product or service, you want to really “wow” that person so that they are excited to buy your product again, purchase your next product or attend your conference.

Video Transcript/Summary: The strategies and tips provided within this video module include:

  1. Never settle for “good enough.”  If you don’t have people contacting you consistently telling you how great your product or service is, then you are not wowing your customer.
  2. If you get more than 5% of your customers requesting refunds, then you are likely not wowing your customer.  Generally, the product should be even more impressive than what the client expects so that refunds are never a major issue.
  3. If you’re not currently at the “wow” status, be sure to listen to your feedback and tailor your product to what your customer wants and always be thinking of new ways to impress your customer.
  4. If you really want your company to succeed then it’s not acceptable to be “good enough.”

As you heard me say in this video, wowing your customer is like building a boat: you never want to settle for “good enough.”  Good enough means that you are not doing your best and it invites the chance for your boat breaking apart or taking on water; similarly, good enough means not wowing your customer with every sale and not doing your absolute best to keep your customers happy and raving about your product.

Thanks for joining us, and I will see you again soon,

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