Along with White Glove Treatment, the ability to create Wow moments is the most powerful aphrodisiac you can create to get customers to fall in love with you. It is not easy, but worth it.
Today, as I write this, I was looking at a web page on my phone and wanted to see it on my laptop. I was sitting at my desk near my laptop, and I did the typical Copy of the URL on my phone. Then something magical happened – a popup on my laptop, nearby, said “copied to clipboard.” The URL was automatically copied to the laptop clipboard as well. That was such a welcome surprise I cannot tell you how delighted I was. Less clicks, less fussing with finding my laptop, emailing it to myself, or whatever other option there is. What’s more I had not done any setup, any configuration – it just happened.
That is a wow moment. You expect hard work, and you are ok to put up with it because it’s worth it in the end. But, along the way you are surprised how fast you got there. I was surprised by an AI tool where I could build a prototype app in four hours. My customer was surprised when he saw a working app on his phone (in testing mode) in four weeks.
To create WOW moments, it’s not enough to be customer obsessed, you also have to be fast, under promise and over deliver, and know what the customer wants better than they know themselves.
There are also more practical ways to create wow moments. Be organized, have an agenda, show a checklist with completed items, send a regular update or report, communicate early and often, and so much of what we teach at Engagement Ninjas is about creating wow moments.
Of course, wow moments are not artificial or contrived. They need to be genuine, true, and helpful. It does not help to distract the customer with side issues or add too many details to show off.
Have a conversation with your team about wow moments. Maybe even make this a leadership principle for your organization – “seek to create wow moments for our customers.”
