Micah Solomon , CONTRIBUTOR

Wow customer service can be a huge win for any business, but you need to know how to do it right. After you task your employees with delivering "wow" (which I define as “service that goes beyond fulfilling basic customer expectations, and does so in a creative, unexpected way"), you can get ready to enjoy the upsides of wow, but you also need to be on the alert against its misapplication, particularly by employees haven’t yet grasped the nuances involved.

http://www.forbes.com/sites/micahsolomon/2018/01/08/a-dirty-little-customer-service-secret-wowing-customers-can-turn-them-off-if-you-do-it-wrong/?ss=sales-leadership#21f850986f3d