The wow is all around us. It occurs more often than we think. However, if we are going to get good at creating wow experiences for others, then we need to learn to recognize them when they occur.

I started thinking of some of my wow experiences while on a run a few days ago. In just a few minutes I wrote down this list of 20. I’ll bet I could have gotten to a hundred or more if I had spent the time. My goal here is to ignite your thinking, so that you can come up with a list of your own.

Continue Reading

Bad customer experiences can be great opportunities to transform not-wow into wow. When people have a bad customer experience, their expectations are lowered. Usually, this results in the customer abandoning the product or service and moving to a competitor.

Continue Reading

We’ve all heard the aphorism, “The devil is in the details.” Conversely, Oprah likes to say, “Love is in the details.” But which is it? Actually both. The details matter—more than you might think.

Yesterday, I visited three different retail stores trying to find a pair of shoes to replace a pair I gave away in Africa. I was looking for a fairly casual shoe style. Nothing fancy. Just something to wear with jeans.

Continue Reading

Years ago, Gail and I went to Maui to celebrate our anniversary. On the second day, we took snorkeling lessons. We started in the swimming pool, then progressed to the coral reef next to our hotel. We loved it. It was like swimming in a huge aquarium.

Continue Reading

Recently, I had an interesting conversation with one of our editors at Thomas Nelson. He had just finished a new manuscript from one of our biggest authors. I asked, “So what did you think?”

Continue Reading

Validation. Everyone needs it. Hardly anyone gets it. Yet it is the very thing that most people crave. More than sex. More than money. More than drugs.

Continue Reading

Two weeks ago, two of our dear friends celebrated their fortieth wedding anniversary. Their daughter asked me to photograph the event, knowing that I am an amateur photographer. I happily agreed.

I took about 250 photos altogether, using the quantity-over-quality method of photography. (I assume that if I shoot enough pictures, I’m bound to get something I can use.) Continue Reading

A few months ago, we began an experiment. We offered a free book to anyone who agreed to post a 200-word review on their blog. We started with The Faith of Barack Obama [affiliate link] by Stephen Mansfield. We had almost 200 people request books and almost 70% of them posted book reviews.

Continue Reading

When Apple introduced the original iPhone last summer, it was a complete WOW experience. People expected a new phone, but their expectations were shaped entirely by their previous experiences with cell phones. As a result, Apple exceeded the market’s expectations. The company reinvented the cell phone and WOWed the market.

Among other things, Apple redefined voice mail and Web browsing on a mobile device. The company married a phone to an iPod and threw in an amazing touch-screen interface to boot. The device has proven so popular that Apple has sold five million phones in the last year.

Continue Reading

Recently, while on vacation, Gail and I saw two movies in the theater. (I’m not going to mention which movies, because whether you agree with my assessment is not the point.) Both movies sounded great. We eagerly looked forward to seeing them.

Continue Reading