How to Wow Effect Your Customers ?
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Transcript of How to Wow Effect Your Customers ?
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How to « WOW Effect » your customers?
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WOW Effect? 1969
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2 000 employees & M$ 400 Turnover
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1 success, 2 rules
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300 000 customers per week
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What service for your customers?
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Explicit needs + Execution
Explicit needs + Implicit needs
+ Great Execution
Explicit + Implicit needs + Great Execution
+ Emotion
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Best Service + Emotion = WOW !
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Skeptical ?
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Macy’s
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Shadow of a doubt ?
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WestJet
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Delivering Value to Your Customers
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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
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….and sometimes
$ 100
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…. Irrational !
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We entered the Age of the Customer
Source : Forrester Research, Inc
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We entered the Age of the Customer
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The Super Customer
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Connected & Social
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• 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?
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Why Should You Care?
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Laurent ADDE Consultant
Customer Culture, Customer Experience.
( + 33.6.51.57.70.27. * [email protected] @viedeclient hDp://www.scoop.it/t/vie-‐de-‐client