Page 304 - The New Gold Standard

Index
V Wow experiences, (cont’d)
Valentin, Alexandra, 21, 90, 143, 218 through sense of belonging, 170–172
Vallejo, Emily, 203 shared communication for, 168–170
Values, 43 (See also Service Values) through subtle attentiveness,
Van Geenen, Roberto, 83–84 175–176
Vargas, Melody Treece, 176–177 by tailoring to guest’s needs, 172–175
Viking Range Corporation, 225 through taking responsibility,
Volunteerism, 229–230, 235–242 181–182
from uncommonly thoughtful ser-
W vice, 184–185
Wall Street Journal, 20 Wow stories, 187–204
Walsh, Kevin, 148, 153, 154, 219 awards for, 189–190
Watkins, Michael, 86 of emotional engagement, 193–195
Watson, Robert E., 12, 50–51 of functional excellence, 191–193
Weaver, Gary, 109 learning from, 187–189
Webb, Cherie Y., 40, 215–216 of memorable experiences, 195–196
Well-being, delivering, 178–179 of playfulness and creativity, 202–203
Westbrook, Paul, 45, 47–48, 238–239 of service to noncustomers, 201–202
White-glove test, 257–258 of small acts of kindness, 196–197
White Oak Conservation Center, 242–243 of teamwork, 197–201
Whitley, Richard, 31–32
Widzer, Joel, 173
Wooden, Laurie, 44–45, 138 X
Wow experiences, 165–186 Xerox Corporation, 122
when breakdowns happen, 177–178
by delivering well-being, 178–179
Y
in extraordinary circumstances,
Young, Melissa, 76
179–180
first impressions in, 166–168
and negative impact of problems, Z
182–184 Zore, Ed, 52
and privacy of information, 176–177 Zytec Corporation, 122

284