This was my fault entirely, yet the CSR went out of their way to find a solution and resolve the situation. “I had booked tickets using but realized that my CEO and I had been assigned seats in different carriages. She said, ‘Don’t cancel, let me see what I can do for you.’ She then went and checked with the head of the laboratory and came back to me and said, ‘We have decided to waive the 40 percent balance for you,’ and this was all done with a smile, compassion and understanding.” Emerging channels: I told the receptionist to cancel the procedure. “I had to go in for an MRI that was extremely expensive and my medical insurance only covered 60 percent of the cost. However, everything that I tried on looked fantastic and I would have bought more, but had a limited budget."
She made me feel confident with my shape and did not push for me to buy anything. The clerk spent close to an hour with me, had excellent product knowledge, and great patience. I often struggle because of my body shape and feel self-conscious.Not only did the customer service representative help me, but I ended up purchasing other clothes also. "I was looking for clothes to wear for work. And when they do happen, they most often occur in traditional service channels. A majority of survey respondents reported that they rarely have experiences that exceed their expectations. Many of these experiences, however, are one-time events. Amazon came up most often by name, which also isn’t surprising, since Amazon is often noted as the torch-bearer for great customer experiences.
These are all very customer-facing industries, so it’s natural that they would have the most wow moments.
Most of the “wow” moments shared by respondents occurred in retail, travel, or banking, and most commonly because a customer had a problem that needed fixing. The lessons of these moments can influence any business. We engaged 51 consumers, contact center associates, and business leaders via online surveys and LinkedIn to share their own “moments of wow.” What we found were some common threads among these moments: empathy, surprise, delight, and resolution. And they have a real impact on the health of the business, too. These “Moments of Wow” are valuable experiences that show how important human interaction can be to build long-lasting loyalty. Though negative customer service stories often garner the most headlines, there are plenty of wonderful stories of companies and employees going out of their way to help customers that don’t get the same spotlight.
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