These guys are talking about a repeatable process to ...
These guys are talking about a repeatable process to impress customers over and over they call Long Wow. This might save you 20 minutes.
Long Wow Highlights:
• Systematically serving and impressing your customers again and again.
• Build an evolving strategy from the only perspective that matters - the customer's.
• Best practices are not good enough. You need to create something unique to your business for your customers.
• Measure of customer experience and loyalty: How likely are your customers to recommend your product/service to a friend?
• Want easy loyalty? Get a dog. You must build a relationship with customers.
• Meaning More - means repeatedly creating notably great experiences.
• True Loyalty - evolves from the great experience you have with a company OVER TIME.
• When you get good at the Long Wow, you can even screw up well.
• Long Wow is not for every organization.
4 Steps to Long Wow
1. Know your platform for delivery (your customer touch points) - be exhaustive
2. Tackle a wide area of unmet customer needs - what’s has been overlooked? Where is there potential for new insights?
3. Create and evolve your repeatable process - process + empathy + design methods
4. Plan and stage the wow experience - create a pipeline of wow moments overtime
Wow Recipe - Mix Customer Insights +and Empathetic Design. Top with Great Experience Design.
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