Published on February 17, 2014
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 !
Shadow of a doubt ?
Delivering Value to Your Customers
Value is Rationnal V = B >TCO Value Beneﬁt Total Cost of Ownership Source : Jacques Horovitz « Sept Secrets pour un service client performant » Les Echos Edi=ons
….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
Why should you care? • 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?
Laurent ADDE Consultant Customer Culture, Customer Experience. ( + 18.104.22.168.70.27. * firstname.lastname@example.org @viedeclient hDp://www.scoop.it/t/vie-‐de-‐client
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