The WOW Factory: Creating a Customer Focus Revolution in Your Business is not about customer service or customer relations. It's not a set of guidelines or behaviors that some employees are expected to adhere to some of the time (for example, only with customers). Instead, this eye-opening book introduces customer focus as a corporate state of mind that has a direct bearing on the decisions that every person in the organization will make, every day. Author Paul Levesque provides you with both the reason and the method for injecting the "wow" factor into your most routine customer transactions, regardless of whether your business is a one-person operation or a multinational corporation. Central to this book is a step-by-step process - the Customer Focus Process, or CFP - for guiding your team through a creative customer focus brainstorming session.