The customer service business is full of acronyms and abbreviations: CSAT, CEM, KPI, NPS. For those who want to drive their companies to stand above their competition, let me add one more – WWWBLL. “WWWBLL” is pronounced “Weeble” just like the roly-poly toys. The toys’ tagline was “Weebles wobble, but they don’t fall down.” WWWBLL stands for “What Would World’s Best Look Like?” And just like Weebles, the World’s Best companies may wobble in this economy but they certainly won’t fall down. So to stand above your competition, define “What would World’s Best look like” for your customer and then work very hard to deliver it.
Customers make a buying decision on three criteria: cost, location and reputation. According to Ken Irons in Market Leader, 70% of a brand’s reputation is based on the customer’s perception of the interaction they have with people. Nowadays it is not only your customers’ personal interactions and subsequent word-of-mouth advertising that will drive your reputation; it is also the viral impact when those interactions are posted on social media sites like TripAdvisor, Twitter, Facebook, or Yelp. Times have certainly changed when all you had to do to build your reputation was to include handpicked testimonials in your sales packets or advertisements. Now customers reading these third-party sites take the reviews as gospel from people they have never and most likely will never meet. Communications expert Michael Angelo Caruso has identified this tendency of web surfers, “If they hear it from us it is advertising. If they hear it from someone else, it’s the truth.”
If you are in their preferred location and if your reputation is WWWBLL, then customers will come back and tell others about you. The only way to drive such rave reviews is by having your customers feel that the experience you offered was so over the top that they want to tell the world. So how do you do that? How do you create a customer experience that answers the question “What Would World’s Best look like? There are Three Principles: Be Your Customer. Create Their Experience. Make a Difference.