Getting to the WOW factor

It is funny how many different explanations there are for a great experience. Some call it a “wow” factor, which covers a lot of ground and really depends on how the customer is feeling at that moment. I know for myself, little acts of surprise can bring a smile to my face, but only if it is relevant. How we make someone feel is really the WOW factor, the little gestures, the caring, empathy and yes doing some “extra” thing that demonstrates that you know the customer or are interested in getting to know the customer.