The WOW! Awards Get the most from - 7 Powerful tips to help you... Presentation of how the website works...
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Get the most from TheWOW! Awards • 7 Powerful tips to help you... • Presentation of how the website works...
Case Study - Ladbrokes Ladbrokes were one of the first businesses to engage with their customers using The WOW! Awards. They promoted The WOW! Awards in their shops and put out nomination forms for their customers. In one month they received 466 nominations. The following year they received 1752 customer nominations and were overall WOW! Award winner of the year. One individual at Ladbrokes, Ruben Casco, received 51 nominations including a nomination from the manager of a rival store!
Get the most from The WOW! Awards
7 powerful tips
1. Carpe diem! Seize the day. Success is down to you.
This is no time for being shy! You have signed up to The WOW! Awards because you
are already committed to giving outstanding customer service. And no one is going to
think badly of you for telling the world that you aim to give fantastic service.
2. Tell people about The WOW! Awards. Every piece of communication, every email, every
order acknowledgement, every delivery note could carry a little message inviting
customers to participate and giving them the website address for making nominations.
If you don’t ask you won’t get!
In the first year of joining The WOW! Awards, LOVEFiLM received 1,289 nominations!!
Now they are receiving up to 200 nominations per month!
3. If you have a shop or somewhere that customers visit then put out some posters
about what you are doing. And give people some nomination forms - if you need
help with designing these, just let us know.
Ladbrokes received 1,752 nominations from their customer last year!!!
4. Remember that this is all about catching your people doing things right. When we do
that consistently morale and motivation increases, our people become more
engaged, their enthusiasm becomes contagious with your customers and
your business does better.
Fiona Critchell became one of The WOW! Awards Annual Finalists. Fiona came along
to The WOW! Awards Annual Gala Ceremony, and even though she didn’t win, she
phoned in the next day to say that it was “the most memorable day of her life!”
5. If ever a customer comments on your great service, then grab the opportunity; ask
them to nominate you.
6. Share successes and celebrate nominations when they come in. A sincere, “Well
done” from the boss can be so powerful.
7. Publicly acknowledge the people in your organisation who have done good
things (even if they have not been nominated by a customer). If you need any help on
how to do this, just ask for a copy of our Attaboy System.
WOW! 1
Catching people doing
• Time consuming
• Stressing
• De-motivating
• Disempowering
• Cancerous
• Absence
• Employees leave
• Poor service
• Bottom line?
• 25% of management time lost to conflict, argument,
misunderstanding
• >70% of people leave their jobs because of relationship
issues
• 67% of people feel under valued at work
• 69% of employees are either not engaged or actively
disengaged
Historically, a large proportion of management time is focused on people doing things wrong.
There is lots of research about the impact that this has on people in an organisation. And,
obviously, this must have a bottom line impact.
2 7 Powerful Tips
things...wrong or right?
Time investing •
Invigorating •
Motivating •
Empowering •
Addictive •
Commitment •
Employees stay •
Great service! •
Bottom line? •
• A 5% improvement in employee engagement can add
2% to sales
• Business units in the top half of employee engagement
do better than the bottom half by 86% in customer
metrics, 70% in productivity, 70% in reducing employee
turnover, 44% in profitability
What Ladbrokes discovered was that they could change their culture by focusing on
catching people doing things right. Research suggests a strong correlation between
employee engagement, customer loyalty and bottom line.
WOW! 3
How the website works
We have created a facility for our licensees to have their own “WOW! Website” designed by
us.This provides an efficient way to process nominations and to give you greater control.
The website will carry your logo and company colours and is a place where you can direct
your customers to make their nominations, when they receive great service!
We provide a short introduction to the company, and there are pages for the company’s
commitment to customer service and their guarantee if appropriate.
When a nomination is received, the designated person within your company will be
notified.You will then be able to log on and either accept or reject the nomination. When a
nomination is accepted, it will go through and appear on your “Recent Nominations” page.
Your website will also let you measure your success using various graphs and charts, as
well as give you the option to upload photos and have a direct RSS Feed going straight to
your managers!
All websites are tailored to your individual needs. Committing to The WOW! Awards makes
a clear statement about an organisation’s commitment to their customers.
This is an example of a website that we created
for Cadbury, one of our licensees.
It caries their logo and fits in with their colour
branding.
This website is used for Cadbury’s customers to
make nominations to their employees.
Create a page at the WOW! Awards
Invite customers to participate
Posted to Website Nominate
Designated people at The ABC CO notified
Accept Reject
4 7 Powerful Tips
What about suggestions, complaints
and escalated complaints?
We can also add the option for customers to make a suggestion or complaint.
Once again, these will be sent directly to the designated person within the company.
However, these will not be seen by any member of the WOW! Team and are not posted onto
the website.These are for your company to deal with in whatever you consider to be an
appropriate manner.
When a customer makes a complaint, they will automatically be given a unique reference
number. The customer can then escalate their complaint through the company directly using
their personal reference.
We ask that someone at a higher level is designated to receive escalated complaints.
Create a page at the WOW! Awards
70% of customers who have
a complaint resolved to their
complete satisfaction are more Invite customers to participate
loyal than they were before the
complaint arose.
Suggestion Complaint Escalated
Complaint
Respond directly Designated people at The ABC CO notified
to customer
• 70% of complainers become more loyal when a complaint is resolved to their
complete satisfaction
•
What our partners are saying
“The management of the company have been able to see the engagement that the customer
has had with the individual in the company and this helps them to understand what
customers’ want, and the service they expect.”
“Employees have been motivated to maintain excellent customer service. This has been
made the standard ad they are constantly reminded by all the WOW! certificates surrounding
them. They take providing a great service personally.”
“Our management team has been more customer focused rather than profit focused.
However, being more customer focused has lead to an increase in profit.”
“The awards have increased employee satisfaction. Employees are very proud to be
nominated and it shows in their attitude towards their work.
“Employees have been significantly more engaged and proactive. They are always passing
on ideas to improve the business.”
6 7 Powerful Tips
about The WOW! Awards...
“We now understand that employees value customer service above almost everything else.”
“We would definitely recommend The WOW! Awards to other organisations. We receive
numerous best practice visits from other organisations and they are always eager to learn
more about The WOW! Awards.”
“Every nomination leaves an air of jubilation and quiet satisfaction throughout the whole firm.”
“Joining The WOW! Awards was one of our best investments to date.”
“The WOW! Awards have had a fantastic impact – much greater than we could have
anticipated. The effect on staff morale and motivation is quite extraordinary, without
exception staff are genuinely delighted to be nominated.”
“It has given members of staff a confidence boost, and now they know and understand that
customers really do want a friendly, professional and efficient service.”
WOW! 7
The WOW! Awards
Knowing who the top performers are might help to identify who the managers of the
future are.
And when an analysis is made by branch or department, this can really help
management to identify their strengths and weaknesses. Just think of the
questions that this might start to generate. Things like:-
1. What might we learn from the departments that are really doing well?
2. How do we raise standards in the weaker departments?
3. Where do we need to focus our training
Use the nominations you receive to help promote your business. Testimonials are an
incredibly powerful way of marketing what you do to new customers.
As one of our licensees, you are able to use The WOW! Awards logo in your business. Use
it on your website, on your emails. Use it wherever you think that it might help you. This
in itself sends a powerful message to customers about your commitment to giving great
service.
If you are selected as one of our annual finalist, you will be asked to make a presentation to
an independent panel of judges. And you could end up as one of our overall winners for the
year! That gives you a brilliant opportunity to shout from the roof tops about your business.
8 7 Powerful TipsExamples of WOW! posters
The WOW! Awards® is a registered trademark of The WOW! Awards Ltd. Business and Technology Centre Bessemer Drive Stevenage Herts SG1 2DX United Kingdom Tel: + 44 (0) 1438 310191 Fax: + 44 (0) 1438 310001 info@TheWowAwards.co.uk www.TheWowAwards.co.uk
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