Maybe it shouldn’t come as a surprise. But it has!
One of the greatest surprises to come out of The WOW! Awards is that customers love to say, “Thank you,” when they have received great customer service. In fact, we believe that they have a much greater propensity to say thank you than they do to complain.
You will know the situation. Supposing you have had a great customer experience. It might have been in a shop, from your utility company, at your child’s university or maybe from a contact centre. Wouldn’t you like to say, “Thank you”?
It’s not always appropriate to give a tip. But we all feel a desire to thank someone who has gone out of their way or exceeded our expectations and we want to say it in a way that is going to be recognised by the management of that organisation. We want to cement that level of service. We want it to be repeated for ourselves and for other customers. We want to go out and say to others, “Here is a great organisation with fantastic customer service!”
The problem is that most organisations only have a system for complaints. If you only ever ask for complaints then all you will ever get are complaints!
The WOW! Awards is a very simple process that allows your customers to give a sincere thank you for a job well done. Your customers will love it and so will your employees.
There is a lot of talk about the benefits of improving employee engagement. The WOW! Awards is a very easy and practical step to take towards improving employee engagement in your organisation.