Creating the Wow Factor!


55 minutes


up to 100

retention, excitement, captivating

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When a team can incorporate routine practices, orchestrated to impress already satisfied customers, we allow people to appreciate those efforts more freely.

Going above and beyond’ can often be a lot simpler and routine than it seems. It involves routine practices that are designed to impress customers who are already satisfied and transform into brand ambassadors.

Customer service care can cost organizations millions of dollars each year. As a result, it's critical that employees are equipped with the skills needed to handle a variety of different customer service opportunities.

Experience Detials:

Create Memorable Moments out of Neutral ones:

  • Inquire about occasions and celebrations

  • Offer compliments early on

  • Have brief conversations unrelated to the transaction

  • Communicate with millennials via text when possible

  • Cross promote departments to offer convenience, not to make a sale

  • And more ways to show your appreciation with daily routine practices, depending on your business style…

The Serial-Position Effect:

  • A breakthrough of analytical thought, coined by Hermann Ebbinhaus

  • It’s about capitalizing on memories, and knowing when and how to trigger the responses you want. It’s a concept that we think you’ll find tremendously interesting!

hosted by, Mario Poto

Mario is currently a professor of Hospitality and Tourism at Niagara College Canada.

He has worked in all areas of the service industry, including launching and operating Freshii during it’s start-up, managing high revenue restaurants. Mario has owned his own sports bar, and held senior management roles in hotels.

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Our Experience Coordinators provide the following for ALL bookings:

  • Support with planning, customizations and invitations

  • Real-time virtual support to optimize audio and video

  • Customized posters (to help build hype internally!)

  • Simple joining and preparation instructions

  • A full recording of the experience

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