2. What is “WOW!”
…the kind of out-of-the-ordinary event
that you want to tell people about – and
that inspires you to recommend the
business that provided it.

3. Why “WOW?”
• It’s inexpensive
– A company that “wows” builds goodwill and
taps into word-of-mouth marketing
• It’s an expression of culture
– Doing good through doing your job
• Build a loyal customer base
• It’s fun…

4. How do we “WOW?”
• It begins at the top…(Golden Rule
Culture)
– Employees recognize that it’s not only what
they like to do (genuine) but that it’s expected
of them, and it’s how they would like to be
treated.
• Create enthusiasm
• Develop a service strategy

5. External

7. Internal

9. Thoughts on where to begin to
WOW?