Leveraging ‘Wow Moments’ for Enhanced Customer Loyalty

Leveraging ‘Wow Moments’ for Enhanced Customer Loyalty

When you think of a conference wrap-up, what comes to mind? A summary of the event topics, some final networking, and maybe a modest reception? That’s what I anticipated as CX Outsourcers event ended, yet it was far from that. A Wow Moment made the entire event experience extra unforgettable, and it serves as a reminder of the profound impact of ‘Wow Moments’ as a brand differentiator.

A Memorable ‘Wow Moment’: A Personal Anecdote

CXOutsoursers 2023 event took place in Glasgow and ended with a scheduled bus tour of the city. I imagined a typical school bus ride—nothing particularly exciting—however, the organizers, Mark Angus, Traci Freeman, Peter Ryan, had a delightful surprise in store. Instead of a regular bus, we were greeted by a decorated vehicle offering champagne and a variety of delicious food throughout our journey.

This unexpected twist didn’t just make that day memorable; it permanently associated the event with a sense of delight and exceeded expectations in my mind with a long-lasting impact.

Why ‘Wow Moments’ Matter

In today’s business landscape, the power of ‘Wow moments’ as a brand differentiator cannot be underestimated.

Enhancing Brand Perception Through Delight

Creating a ‘Wow moment’ does not always mean extravagant spending. Doing CX Right is about surpassing customer expectations and crafting a delightful surprise that stays in peoples’ minds for a long time. Remember that customers enjoy sharing their experiences, and the narratives they disseminate shape public perception of your brand. These shared stories are intrinsic to your brand image, with positive tales enhancing your reputation and potentially attracting more customers.

Fostering Loyalty and Promoting Repeat Business

‘Wow moments’ elicit strong emotions, making customers feel special and valued. This emotional bond nurtures customer loyalty—a priceless asset in the modern business world. Such moments encourage repeat business and transform customers into brand advocates, amplifying your brand’s reach via word-of-mouth marketing.

Conclusion: Harnessing the Power of ‘Wow Moments’

Wow moments’ are crucial for shaping brand perception, cultivating customer loyalty, and driving repeat business. They don’t require hefty investments but instead demand creativity, consideration, and a deep understanding of your customers’ needs.

Your brand isn’t solely about your product or service; it’s about what you stand for and the experiences you deliver. Look for opportunities to create ‘Wow moments’ in every customer interaction. In doing so, you will craft a memorable brand and nurture a community of loyal customers eager to share their delightful experiences with others. It’s a win-win scenario.

the power of wow moments and customer experience
How Great Customer Service Can Turn Anger Into Happiness

How Great Customer Service Can Turn Anger Into Happiness

Mistakes happen all the time, because there’s a human at the other side of a business transaction. What employees (the face of your company) do when errors occur affects customer trust and loyalty. For example, do employees make excuses or take accountability? Do they ignore a problem as if it didn’t exist, or do they respond promptly and go up and beyond to provide better customer service?

I’ve witnessed over and over again that customers are more forgiving when problems are not ignored.  Providing customer service in an empathetic manner can boost customer feelings and turn NPS detractors into promoters as in the case of Conray Weaver’s hotel visit. I’m happy to share his “Wow Moments” as they provide great brand lessons about turning bad situations into positive stories that go viral.

Contray’s original article can be found here.

Two years ago I had the privilege of staying at the Nemacolin Woodlands Resort in western Pennsylvania. I was on a job for a client who paid for my stay at the resort; not a bad gig, I must say.  Nemacolin is truly a 5-star facility, it’s a gorgeous place with huge rooms – mine even had a chandelier. When I arrived at the hotel, I was greeted by a professional staff of valets and bell hops, everyone I encountered was courteous, professional, and completely focused on making my experience comfortable and relaxing.

So, I was quite perplexed the next morning when I jumped into the shower to get ready for my day and the shower head didn’t seem to be working properly. The stream of water coming out of the shower was really wimpy, so I tried adjusting the shower head but couldn’t seem to get it working the way I thought it should.  Since I had a very busy day ahead of me, I didn’t spend too much time messing with it, but after a second morning of a poor shower experience I decided to tell someone – well, actually I decided to tweet about it.

So at 9:51AM I sent out the following tweet:


To make a long story short, within 30 minutes of sending that tweet, I had a response from the Nemacolin staff, and by the time I got to the room that evening, the shower head was replaced and in excellent working condition!  Of course, I thanked the folks at Nemacolin with a tweet!

Fast-forward one year later. Twelve months after my wimpy shower, I found myself once again at Nemacolin – lucky me!  When I arrived in my room – to my amazement – I found a note on the desk along with a gift package. The note mentioned the “wimpy shower” from 12 months before, and said the gift on the desk is for the trouble I had.  I was sincerely impressed!

Nemacolin NoteBut hold on – this year I was back at Nemacolin Woodlands working for the same client, and walk into my room, and on the bed – yes, TWO YEARS after I had trouble with a wimpy shower head  – they had a huge gift basket on my desk and a note. Two years later, they remembered and gave me a gift!

Nemacolin Gift BasketThe level of customer care that’s exhibited by the staff at Nemacolin Woodlands is beyond anything I’ve ever experienced anywhere – and I’ve stayed at some really nice places!  Why do they do this? Maybe it’s because they’re a 5-star resort? Maybe its because they really understand the power of social media? Maybe it’s because they actually care about their guests!
I think it’s because they really understand how to treat people – their customers.

Without customers no business can survive. Without customer service, no business will thrive. Going above and beyond expectations adds value to your business, and often earns customers for life.  For me, I will always be a huge fan of Nemacolin Woodlands Resort, and I will be a customer for life!

Take time today to do something that goes above and beyond your customer’s wildest expectations!  Surprise them, and they may surprise you!

Get more actionable tips about creating great customer service to drive loyal brand advocates even when mistakes happen in my other aricle. Tell me your stories as I love hearing and featuring Wow Moments.

Creating WOW Moments by Simply Being Human

Creating WOW Moments by Simply Being Human

I had the honor of being on Amazing Business Radio hosted by Shep Hyken. He’s a well-known customer service expert, New York Times bestselling author, and award-winning keynote speaker. I’ve joined many shows and admit this podcast episode is one of my favorites because of the topic: The power of Wow Moments, why, and how to create them to achieve brand advocates.

Press Play Below to Listen Now 

Stacy Sherman & Shep Hyken Key Takeaways:

  • It’s important to consider and optimize CX across the board, but especially within three key areas: digital channels and e-commerce, sales and the frontline, and especially new product development.
  • Very few companies take the customer experience into consideration when designing new products. Incorporate the customer’s voice throughout that process and give them a seat at the table from the very beginning.
  • Poll the customers and personas to whom you’re marketing and find out their wants and needs. Create your product using that information.
  • Customer service is a key component of the customer experience. Ensure every employee understands their role within the larger customer experience, even if they never interact directly with the customer.
  • Celebrate your customers and the employees who create excellent experiences. Make it a part of your culture. If you choose to celebrate and devote a day or a week to CX (similar to National Customer Service or CX Week), don’t forget that it’s still a year-round effort.
  • Positive change within customer experience and company culture must start from the top. Executives must be fully on board for it to become a part of the culture. They must be role models and champions of the CX initiative.


  • “Infuse the customer voice within the development of new products. Make sure the customer is at the table right from the beginning.”
  • “Companies and leaders should think about what they can do to delight customers that have nothing to do with the price tag.”
  • “Business to business or business to consumer, at the end of the day, it’s human to human. People buy from people.”


Check out my other article. Shep Hyken creates a WOW moment for me that you can do too. It’s brilliant.
How To Create WOW Moments For CX Success. (Try This Easy Technique)

How To Create WOW Moments For CX Success. (Try This Easy Technique)

Over the years, I’ve been speaking and writing about the importance of experiences and Wow Moments to drive happy customers and engaged employees. I am a believer in what Maya Angelou says, “People may not recall WHAT you did or the words you said, but they remember HOW YOU MADE THEM FEEL!”  Wow Moments create positive emotions that fuel trust, loyalty, and referrals. Continue Reading →