The Journey to WOW: the path to outstanding customer experience and loyalty

Shaun Belding

This is the new, updated 2nd edition of The Journey to WOW.

Transforming an organization to one that delivers a consistently outstanding customer experience has become one of the most elusive Holy Grails of success. The mountains of evidence pointing to the importance of customer experience in creating profitability and customer loyalty are irrefutable, and most companies now have CX on their strategic to-do lists. Sadly, however, according to a 2018 study, more than 80% of them are failing. The reasons for this are breathtakingly simple to understand and fairly easy to avoid. The secret is to begin on the right path, stay focused, and not be distracted by the myriad of cult-like industry best-practices the last decade has produced. That is what The Journey to WOW comes in. The Journey to WOW is a unique and insightful guide that takes you beyond customer experience theory, and into the hearts and minds of your customers. It explores the visceral realities of creating fierce customer loyalty, and takes you on compelling journey to transforming a culture into one obsessed with customer experience. It challenges you to unthink the things you think you know, and start to look at your business from the only perspective that matters - your customers'. The Journey to WOW is written as a story -- because, after all, that's what your customers' experiences are. But don't be fooled. Beneath the lighthearted, sometimes laugh-out-loud writing style, are lessons that will stick with you forever.