WOW vs POW CUSTOMER ENGAGEMENT METHOD

In this high-energy, insightful keynote, Ross Shafer reveals a transformative approach to customer engagement—shifting focus from WOW moments to eliminating POW (pain of wrong) experiences. Today’s customers expect more than flashy gestures; they crave seamless, friction-free interactions.

What Is WOW vs. POW?

Most companies obsess over WOWing their customers with perks, surprises, and over-the-top service. But Ross’s research reveals that those WOW moments don’t always lead to loyalty or higher customer satisfaction scores. In fact, they’re often hit-or-miss.

What does move the needle? Eliminating POW moments—those frustrating, avoidable customer pain points that erode trust and drive people away. Ross shows how reducing friction and avoiding blunders consistently leads to better retention, higher satisfaction, and measurable improvements in business performance.

Key Takeaways for Your Audience:

• Real-World Experience: Ross has rescued 23 companies from bankruptcy—buying them below book value and turning them into profitable ventures.

• Proven Thought Leader: He has authored 5 best-selling books and produced 16 HR training films on Customer Experience, Customer Effort, Empathy, and Reducing Friction.

• Research-Driven Insights: Traditional loyalty strategies no longer work. Ross’s method simplifies customer satisfaction by focusing on removing pain points, making it easy to train front-line employees and gain executive buy-in.

• Guaranteed Impact: WOW moments don’t always improve your scores—but eliminating customer blunders consistently boosts satisfaction metrics.

• Engaging Delivery: Ross’s engaging style—fueled by humor, storytelling, and real-world experience—makes complex customer strategies easy to grasp and even easier to implement. His keynotes are fast-paced, inspiring, and grounded in data, making them a hit with audiences from the C-suite to the sales floor.

The WOW vs. POW method is simple, scalable, and effective—and Ross Shafer is the expert who can bring it to life for your organization.