!!! CREATE !!!

!!! THE !!!

!!! WOW !!!

•Remember the last time you placed a gift next to your mom’s bed on her birthday while she was asleep.

•Remember the last time you called up your favorite relative & wished them anniversary at midnight.

•Remember the last time you went to a restaurant and ordered the dish which is favorite to your dearest one, before he/she even asked for it.

Surprise them with the unexpected

Attended to every little thing

Anticipate their real needs

Treat them the ‘same’ by treating them ‘differently’

Be that favorite & dependable friend they are looking for

Try and make a small

difference

The Challenge

‘Customers today expect more and more. If I amaze my customers, next time they come they will expect to be amazed again. How can I meet

ever-higher expectations?’

The Challenge

‘There are three reasons why most people are not innovative:

1. They lack the courage to be different.2. They lack the talent for striking up friendly

relationships with their customers.3. They fail to put the knowledge they have to

good use consistently.

CRIMINAL

EXPECTED

BASIC

SURPRISING

DESIRED

UNBELIEVABLE

WOW !!!!

The brand ‘Me’

•If I were a waiter or waitress, would I like to be served by me?

•Do I consider myself a good person?•Do I often make others laugh?•Do I sometimes do things that are ‘simply not done’?•Do people I have regular contact with immediately recognize

my name?•Do I often receive gifts? Even from my own customers?•Am I really passionate about my work?•Would I feel easy if all my customers were gathered together

in one room?

TIMING

While talking to one of your customers, you hear that he is to deliver an important speech before an audience of clients. This is the sort of thing likely to make anyone slightly nervous and anxious to make a good impression.You have come up with the idea of surprising your customer with a can of ‘Red Bull’ and a book entitled ‘Top Quotes from Top Public Speakers’. A hand-written card with the following words of encouragement will accompany the gift: ‘… gives you power and lends your words wings. With best wishes for a successful speech, from…’.The parcel is to be delivered by post. When do you think would be the ideal time for your customer to open this parcel:

● two to three days before he is due to give the speech?● on the same day itself?

The top 10 WOWCompany Industry

Amazon.com Online retailUSAA InsuranceJaguar AutomobilesLexus AutomobilesThe Ritz Carlton HotelsPublix Super Markets Grocery storesZappos.com Online retailHewlett-Packard Personal computersT. Rowe Price Asset managementAce Hardware Home improvement

Thank You