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The customer moment they’ll never forget (even if they can’t explain why)
Junid Abdussalam
April 30, 2025
What Makes Service Memorable?
You know what I’ve learned after years of working with frontline teams, coaching business owners, and delivering customer service training across industries?
The moments customers remember most… are often the ones we didn’t even script.
Not the refund.
Not the upsell.
Not the perfectly worded apology.
It’s the unseen acts of care that stick.
✔️ A handwritten note
✔️ A check-in after the issue was resolved
✔️ A small gesture that says “we noticed” — even when they didn’t ask
I call these Invisible WOWs — subtle, thoughtful service touches that customers feel on a deep emotional level… even if they can’t describe them.
They’re the tiny “this-is-why-I-come-back” moments.
And in today’s crowded market, they matter more than ever.
This week’s post breaks down:
💡 What Invisible WOWs actually are
🧠 Why they build emotional loyalty faster than promotions
✅ How to train your team to deliver them naturally
📖 Read the full post here → https://www.coachjunid.com/invisible-wows
It’s not about being louder than your competition.
It’s about being felt more deeply.
📚 Ready to Master More?
✅ Get my Free 7-Day Mini Course and start reshaping your team’s service mindset → Enroll Here
✅ Dive deeper into emotional service leadership with my book → Elevate Your Customer Service
✅ Transform your frontline confidence and skill with my full video course → Elevate Customer Service Video Course