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How to Wow Effect Your Customers ?

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Information about How to Wow Effect Your Customers ?
Marketing

Published on February 17, 2014

Author: laurentadde

Source: slideshare.net

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

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