By John Wallace
MD Expo is back and it is big. As they say, everything is bigger in Texas.
Wow moments seem to occur at every MD Expo and this year the keynote presentation “Positively Outrageous Service – How to Delight and Astound Your Customers and Win Them for Life” explored how these special moments can be created. Presenters Michael Hoffman and Andrew Szabo also discussed how wow moments can build a business.
The MD Expo Show Guide described the keynote as, “Start elevating service to WOW moments your patients, customers and guests can’t wait to share! Positively Outrageous Service (POS) principles work because they are simple, practical and fun! Don’t miss this presentation whether you’re a hospital-based HTM professional or a vendor wanting to gain new business. Learn how to multiply your efforts by creating POS experiences that serve your customers; building advocacy, intense loyalty and competitive differentiation!”
In the presentation the dynamic duo discussed three types of experiences that wow moments and beneficial feelings. They are:
- Creates compelling, positive word of mouth advertising;
- Intense loyalty
- Competitive differentiation
Hoffman and Szabo went on to share three key principles of “Positively Outrageous Service.” They are:
- Out of proportion to the circumstance
- Random and unexpected
- Invite customer(s) to play
In addition, the duo explained that the seven habits of a Positively Outrageous Service environment are:
- Enlist
- Energize
- Equip
- Engage
- Evaluate
- Enhance
- Exalt
The presentation left attendees and exhibitors motivated to deliver great customer service.
A video recording of the keynote should be made available on the MD Expo website later this month. For more information, visit MDExpoShow.com.
