Sometimes It’s Not About the WOW! It’s About the Un-WOW!

By Shep Hyken Everyone wants to WOW their customers. They think that customer delight comes from going above-and-beyond or delivering an over-the-top customer service experience. I’ve always preached that the most amazing companies will occasionally deliver the above-and-beyond customer experience. But, it is usually isolated incidents when a customer’s expectations are exceeded, when an employee […]