WOW-ing Customers Doesn’t Guarantee Loyalty
Ross explains why loyalty is won in the battle of WOW vs. POW.
WOW moments are nice gestures, but quickly forgotten. By eliminating POWs, you can raise satisfaction scores because reliability reduces customer friction and frustration.
TAKEAWAYS:
- Proven Thought Leadership – Author of five best-selling customer experience books and 16 training films on the customer experience, customer effort, and reducing friction, Ross shares research-based strategies that blend beautifully in the AI era.
- AI Can Help—but Not Replace Humans – AI can track orders and automate refunds. But even ChatGPT admits it makes mistakes. Your organization cannot afford to make unforced errors, gaslight customers through chatbots, or generate misrouted deliveries. Ross simplifies loyalty by showing how to remove the pain points and blend AI efficiency with human empathy and showmanship.
- Engaging Style – Ross’s energetic style—fueled by humor, storytelling, and real-world examples—makes complex strategies simple and funny.