how to wow effect your customers ?

27
How to « WOW Eect » your customers?

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Post on 18-Dec-2014

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As we entered the age of the (connected) customers it has become strategic to deliver a great customer experience. Emotion is the key to create a unique experience and engage your customers.

TRANSCRIPT

Page 1: How to Wow Effect Your Customers ?

How to « WOW Effect » your customers?

Page 2: How to Wow Effect Your Customers ?

WOW Effect? 1969

Page 3: How to Wow Effect Your Customers ?

2 000 employees & M$ 400 Turnover

Page 4: How to Wow Effect Your Customers ?

1 success, 2 rules

Page 5: How to Wow Effect Your Customers ?

300 000 customers per week

Page 6: How to Wow Effect Your Customers ?

What service for your customers?

Page 7: How to Wow Effect Your Customers ?

Explicit needs + Execution

Explicit needs + Implicit needs

+ Great Execution

Explicit + Implicit needs + Great Execution

+ Emotion

Page 8: How to Wow Effect Your Customers ?

Best Service + Emotion = WOW !

Page 9: How to Wow Effect Your Customers ?

Skeptical ?

Page 10: How to Wow Effect Your Customers ?

Macy’s

Page 11: How to Wow Effect Your Customers ?
Page 12: How to Wow Effect Your Customers ?

Shadow of a doubt ?

Page 13: How to Wow Effect Your Customers ?

WestJet

Page 14: How to Wow Effect Your Customers ?
Page 15: How to Wow Effect Your Customers ?

Delivering Value to Your Customers

Page 16: How to Wow Effect 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  

Page 17: How to Wow Effect Your Customers ?

….and sometimes

$ 100

Page 18: How to Wow Effect Your Customers ?

…. Irrational !

Page 19: How to Wow Effect Your Customers ?

We entered the Age of the Customer

Source  :  Forrester  Research,  Inc  

Page 20: How to Wow Effect Your Customers ?

We entered the Age of the Customer

Page 21: How to Wow Effect Your Customers ?

The Super Customer

Page 22: How to Wow Effect Your Customers ?

Connected & Social

Page 23: How to Wow Effect Your Customers ?
Page 24: How to Wow Effect Your Customers ?
Page 25: How to Wow Effect Your Customers ?

•  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?

Page 26: How to Wow Effect Your Customers ?

Why Should You Care?  

Page 27: How to Wow Effect Your Customers ?

Laurent  ADDE  Consultant    

Customer  Culture,  Customer  Experience.  

 (                +  33.6.51.57.70.27.  *  [email protected]                              @viedeclient                                hDp://www.scoop.it/t/vie-­‐de-­‐client