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How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing
Looking to improve your customer experience? These 68 strategies will show you how to stand out from your competitors, whatever your business. Full of practical tips, inspiring insights and interviews with a wide range of leaders and entrepreneurs, How to Wow reveals all you need to deliver a world-class customer experience. Covering both the customer and business side of the equation, you’ll learn how to attract new customers, design a leading customer experience and quickly resolve a wide range of problems, plus much more. Don’t let your business fall behind, look inside and take your customer experience to the next level. “Essential and powerful insights for everyone who aspires to map out and enhance the customer journey and drive growth.” Keith Lewis, COO, Matchtech Group plc “At last – a book that provides practical ways of delivering the superior experience that today’s customers demand.” Olivier Njamfa, Co-Founder and CEO of customer experience software company Eptica
- GenresBusiness
264 pages, Paperback
Published April 4, 2016
6 people are currently reading
155 people want to read
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Displaying 1 - 6 of 6 reviews
September 18, 2017
The book was okay. At times I felt it was more about marketing than customer service though.
February 8, 2018
Not really inspiring, sorry
September 27, 2020
nice book
January 1, 2021
Bland and repetitive.
April 20, 2016
How to Wow is a almanac of marketing tactics, split into 8 sections that each tackle a different 'way' of engaging with your customers: Attract, Engage, Serve, Keep, Refer, Communicate, Motivate, Lead. This is based on the author's model of engagement.
Each chapter is then broken into three elements:
- "Use this when", which helps you pick out a chapter based on your current need. I.e. "Use this when you wan to start attracting customers earlier in the buying process.
- A summary of the idea, which is no more than 5 - 7 paragraphs, enabling you to get the idea quickly.
- The idea in action - the bit I found most useful, because I got to see, well, the idea in action. This is full of case studies and interviews that the Author has conducted - at least 68 of them - so you do really get the feeling that the Author knows what he's talking about, but doesn't have to lay it on too thick.
- How to use it, which is usually in the form of bullet points, which I love, because I find most books waffle too much.
I found this book first of all informative. It's broad and a good snapshot of business today.
Regarding application, it's less applicable to me because I'm not personally working in many of the scenarios the Author talks about at the moment, however I imagine that for the marketing person who needs a spark of an idea, this book is a gem. It can take as little as 5 minutes to read a chapter and is perfect to dip into.
What the book lacks is analysis, but then the Author doesn't say that is providing that, rather he wants this book to be a dip in and out case study file. But for me, analysis is what makes me give 5 star reviews.
I'd recommend this for anyone in marketing who needs ideas, (which is most of us!), and doesn't want to read through a tome to find them.
Each chapter is then broken into three elements:
- "Use this when", which helps you pick out a chapter based on your current need. I.e. "Use this when you wan to start attracting customers earlier in the buying process.
- A summary of the idea, which is no more than 5 - 7 paragraphs, enabling you to get the idea quickly.
- The idea in action - the bit I found most useful, because I got to see, well, the idea in action. This is full of case studies and interviews that the Author has conducted - at least 68 of them - so you do really get the feeling that the Author knows what he's talking about, but doesn't have to lay it on too thick.
- How to use it, which is usually in the form of bullet points, which I love, because I find most books waffle too much.
I found this book first of all informative. It's broad and a good snapshot of business today.
Regarding application, it's less applicable to me because I'm not personally working in many of the scenarios the Author talks about at the moment, however I imagine that for the marketing person who needs a spark of an idea, this book is a gem. It can take as little as 5 minutes to read a chapter and is perfect to dip into.
What the book lacks is analysis, but then the Author doesn't say that is providing that, rather he wants this book to be a dip in and out case study file. But for me, analysis is what makes me give 5 star reviews.
I'd recommend this for anyone in marketing who needs ideas, (which is most of us!), and doesn't want to read through a tome to find them.
November 22, 2017
O livro tem vários insights positivos que podem se tornar ferramentas e how-to para executivos preocupados em Customer Experience.
É um livro mais de consulta, por isso nao recomendo ler seguidamente. Ele vai ficando cansativo ao longo das páginas.
É um livro mais de consulta, por isso nao recomendo ler seguidamente. Ele vai ficando cansativo ao longo das páginas.
Displaying 1 - 6 of 6 reviews