The Journey to WOW: The Path to Outstanding Customer Experience and Loyalty
“Complacency is the enemy. Be as vigilant with your customers as you would your dearest friend.”
The Journey to WOW is an entertaining, humorous and deeply insightful guide to creating fierce customer loyalty, and transforming an organization's culture into one obsessed with customer experience. Using a unique business parable, WOW delivers penetrating “ah-ha” moments i...more
By now, most of our blog followers know we read a lot of business related books. Out of the many, many books on customer service, I (David) would have to say that The Journey to WOW: The Path to Outstanding Customer Experience and Loyalty by Shaun Belding is by far the best.
One of the strongest points Belding makes is that outstanding customer service is a moving target. Back in the 1960s, a store would be considered to be outstanding if they had convenient parking and a clean r ...more
Really a great work by Shaun. ...more
“The Journey to WOW” is indeed one of the best Customer Service books I have read. It is loaded with valuable information. The Journey to WOW is captivating, insightful, a page-turner and absolutely refreshing. It is humorous and intelligently written.
I am enthusiastically recommending this brilliantly writte ...more
The story flowed really well. I never found myself getting bored with the characters or the plot. The author does a great helping you feel like you're discovering the principles of great customer exp ...more
If you don't like automated phone answering menu systems you may love this book. Many business books give helpful how-to's, the book "The Journey to WOW: The Path to Outstanding Customer Experience and Loyalty" by Shaun Belding let's the reader learn the more valuable Why? - Why is the customer always right even when they are wrong? How-to's and how-not's are included in a fiction style narrative about a company in desperate need to impro ...more
It is not just a customer service/ sales related book. The ideas covered apply to leadership and any stream of management-strategy, operations and HR, through a well explained case. It covers how to’s of all the things required for a successful turnaround-cause, alternate solutions, selecting the best alternate and implementation-by showing how it is practica ...more
To say the least, this book definitely exceeded my expectations and I am ecstatic I gave it a chance. I was connected to Shaun through Book Tasters, and he sent me a digital copy of the book. The entire book is in story form and the lessons embedded in it are timeless. I th ...more
Wow : " complacency is the enemy. Be as v ...more
This is a very good story written in the form of a business novel. A la "The Goal" or the "One Minute Manager" and hundreds of others. A very well written and most entertaining adventure for sure!
It took me three days to find enough time to read it all, word for word, but I am glad that I made the time to do so. Now, when the topic comes up I can simply point the curious to this book.
One quote that sums up the adventure:
"But WOW Customer Service is different."