how to wow effect your customers ?
DESCRIPTION
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
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. * [email protected] @viedeclient hDp://www.scoop.it/t/vie-‐de-‐client