Innovating the “WOW” Factor
Lets pause for a while and look at this.
Ideas and Innovation can be different. Or same ? I personally feel Idea is the starting point for innovation. Innovation is an action as result of execution of Idea/s.
In business, Innovation can be brought about by crowd sourcing of Ideas. Centralizing the need to Innovate, Ideas can be brought together and an IDEA Program can be conducted for Teams ( Employees ). In short Democratize Ideas and promote them to collectively bring about Innovation.
I was thinking about Innovation on the subject of bring out a fairly workable mechanism that would “remove” all the things that actually Bug a customer or a client.
In quest to actually begin with to get ideas to overcome all the things that matter about customer delight, the list of What is Important and what is in our control is to be understood. Maybe, the Intersection of two could well give a direction to list of areas where we can work.
So It all began with what customer — vendor relationship begin to actually pinch. When we all sat down to think about it, we started jumping to the usual ones. I told my team mates to stop the thinking process and simply draw a triangle. Most of them drew this.
The real orientation on the way we think about problems and solution actually come up when we start to think differently. Why didn't the team think of trial that could be
So now the activity began we pasted all the possible “Pain” Areas a customer could feel while doing business with us.
Interestingly what we could derive about a few things that make customer worried typically in an engineering products distribution kind of set up
· Value for Money and Time
· Self / No Dependence on Vendor for deliverables
· To Build, Sustain and Keep the trust
· Create a “wow” Factor
· Commitments should be fulfilled
· Better Availability of resources
· The Within 24hours Kind of Service.
Now we were pretty noisy and more eager to rank the priorities.
Apparently, it was impossible to rank. But on a voting method, we concluded that the “WOW” Factor ranked first.
So we arrived at a formula
WOW factor for the customer =
EXPERIENCE / EXPECTATION
How do we arrive on ideas that works for a Quick Win for a customer.
“As we express our gratitude, we must never forget that the highest appreciation is not to utter words, but to live by them.”–John F. Kennedy
Some Positive Ways to Bring a Customer WOW
Write a Note
Go old school and handwrite a note to thank your customers. It’s surprising how rarely this proven way of showing gratitude is actually used. Can you remember the last time you received a handwritten thank you card?
Your note should be specific and personal. Write fewer notes if you need to, but maximize the impact. The extra time is worth it! You’ll make your customer’s day — everyone loves receiving real mail!
Help Customers Learn Something New
Let’s say you own a coffee shop. How cool would it be to hold regular events where you bring in experts to talk about coffee and do free tastings? The more educated your customers become, the more they will appreciate coffee, thus the more valuable they are to your business.
Run an online business? You can use your blog, webinars, whitepapers and free coaching to help people make the most of your product or service.
Wow One Customer
Spring for it, throw rational thought out the window and WOW one customer. Stories of amazing customer service overtures fill the air — it’s time to let your company be the story of the day.
Give a customer service experience so delightfully over-the-top that one lucky customer will have a great story to tell. If you’re creative enough, that customer’s family, friends, and social media acquaintances will be retelling the story for days and weeks to come.
Spend Quality Time Together
There’s no need to break the bank with a lavish gift to thank a customer. Maybe your time is more valuable. Schedule a lunch at your customer’s office, order in for anyone that will join you, then sit and listen. Go out of your way to meet people on the front lines and hear about what they do every day.
This could be a critical learning experience for your business. Knowing your customer’s pain points can help you improve your product or service. Some companies call this “customer development,” but it’s really just good old-fashioned customer service.
Give a Great Read
Take a gander at the books that have been most influential to your company. Give one as a gift to customers. This gesture offers customers insight into your company culture and opens the lines of communication for future discussion about the book.
Make sure to write a personalized note that goes with or inside the book so your customer knows this is a thank you meant just for them.
Start a Loyalty Program
Invite your most loyal customers into a VIP rewards program. Customers love the red carpet treatment, which is why Amazon’s Prime membership or the Zappos VIP program is so popular. Your rewards program doesn’t have to be complex; it can be as simple as offering customers an annual discount on their anniversary.
Reward Social Media-Savvy Customers
Exclusive circles also exist in social media, like on Facebook, Twitter or Google+! You can reward your socially savvy customers with special announcements, exclusive promotions or just be available to help and answer questions.
You can also create a system for earning and using social media loyalty rewards points. Customers could build loyalty points for contributing ideas to your Facebook page, checking in on Foursquare or providing positive feedback via Twitter.
Treat a Far-Away Customer to Coffee
If your customers are all over the country or even the world (like us!) it’s a special treat to meet up for a coffee date in their city. Every time you travel, look up customers that live in the area and offer to buy them a coffee. Since it’s their home turf, let them guide you to a favorite local spot.
Going out of your way to check in with a customer and spend quality time while you’re on the road creates a lasting impression for both of you.
Call out customers via Twitter to let them know how much they mean to you. The 140-character challenge: make it personal, be sincere and leave them smiling.
Another way to profess your love: feature customers on your website. This makes customers feel valued and gives them a sense of pride in doing business with you.
Send a Treat
Cookies are a winning idea — liked by all and easy to share. But consider your audience: if your customer is a fitness guru, brighten their healthy day with a fruit bouquet instead.
If you choose cookies, some of our favorite places to order.
Give a Charitable Gift
Reach out to a select set of valued customers and let them know you’d like to make a contribution to their favorite charity in their honor.
Or, get creative and give a memorable charitable gift. One clever company used Unwrapped service to buy cows on behalf of their clients and named them after major projects they’d worked on. Now there’s an amusing and heartwarming way to connect with customers.