On Strategy: Delivering WOW Service



We see our customers as invited guests to a party, and we are the hosts.  It’s our job everyday to make every important aspect of the customer experience a little better.

~ Jeff Bezos

The best way to find yourself is to lose yourself in the service of others.

~ Mahatma Gandhi

If you’re not serving the customer, your job is to be serving someone who is.

~ Jan Carlzon, Former CEO of SAP Group

I have been thinking a lot lately about the power of true customer service in an overall business strategy.  The strategy seems so simple, but it’s not. Most people think that customer service is just a regular part of doing business.  True, you must have some sort of customer service to cover the basic needs of your business.  However, I’ve been fascinated by the success of businesses that truly make customer service the core strategy of who they are.  It’s not just talk; it is hard wired into everything they do.  They focus on delighting their customer and giving them an experience that makes them say, “WOW!” and then come back for more bringing their friends.

Here are some well known businesses with service as their core strategy: Disney, Amazon, Marriott, Southwest, and Zappos.  Can only the big companies execute service as a strategy?  No, small companies can as well.  You can too in your own career.  Can you differentiate yourself by service? You can if it is deeply interwoven into who you are.

An executive and good friend of mine, Jeff Erickson, sent me the link to this video about Johnny the Bagger as an example of WOW Service he is working to implement at his company, Uppercase Living.  I thought it was a great illustration of service as a strategy not to mention an inspiring story about the power of touching hearts.  We all could use Johnny’s “thought for the day.”

Check out the video here.

Choose to serve others for the joy of it.  It will not only benefit your business, it will bless your life.


One thought on “On Strategy: Delivering WOW Service

  1. Reblogged this on Uplift & Inspire Blog and commented:
    I love the principle of providing “WOW” service that Steve Elder shared in his blog the other day. As Ken Blanchard illustrates in his book “Raving Fans” the objective of serving customers is not to simply “satisfy” them, but to turn them into “raving fans”. A raving fan is someone who has had such an amazing experience with you or your company that they will actually go out of their way to tell others about it. In essence, they become your “brand ambassadors”. One of the companies that Steve mentions in his blog on providing WOW customer service is Marriott. Below is a link to a video I found that provides an excellent example of how Marriott has established a culture of creating ‘Raving Fans”. Just like “Johnny the Bagger” this is a story about how Maria Garcia put her fingerprint on how to make a difference to the customers she was serving. Enjoy!

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