how to wow effect your customers ?

How to « WOW Effect » your customers?

WOW Effect? 1969

2 000 employees & M$ 400 Turnover

1 success, 2 rules

300 000 customers per week

What service for your customers?

Explicit needs + Execution

Explicit needs + Implicit needs

+ Great Execution

Explicit + Implicit needs + Great Execution

+ Emotion

Best Service + Emotion = WOW !

Skeptical ?

Macy’s

Shadow of a doubt ?

WestJet

Delivering Value to Your Customers

Value is Rationnal

V = B >TCO

Source  :  Jacques  Horovitz  «  Sept  Secrets  pour  un  service  client  performant  »  Les  Echos  Edi=ons  

Value   Benefit   Total Cost of Ownership  

….and sometimes

$ 100

…. Irrational !

We entered the Age of the Customer

Source  :  Forrester  Research,  Inc  

We entered the Age of the Customer

The Super Customer

Connected & Social

•  The offer is huge, accessible and hardly differentiating

•  Prices can be compared in a second

•  Customers are informed, connected and socials

•  Strategies are exposed and replicable

•  Marketing budgets are not expandable

•  It costs 5 x more to win a new customer than to engage one

•  ….

Why should you care?

Why Should You Care?  

Laurent  ADDE  Consultant    

Customer  Culture,  Customer  Experience.  

 (                +  33.6.51.57.70.27.  *  laurentadde@gmail.com                              @viedeclient                                hDp://www.scoop.it/t/vie-­‐de-­‐client