Spark An Idea: Creating A WOW Experience

Sparkplugging is starting a new tradition called ‘Spark an Idea Thursday’. Each week we’ll be sharing some great ideas for a topic of interest to our readers. We invite you to grab our image and carry the tradition through to your own blog! If you do, please link back to this post so we know where you were inspired!

This week we’re Sparking an Idea About Creating a Wow Experience

There are probably a gazillion things we could all do to create a WOW experience for your customers. Customer support almost always plays a major role though not always. This week I’d only like to share and reflect on one WOW experience I encountered just 2 weeks ago. Here’s what happened.

The company had to do some shuffling and moving around of their member’s only area. It required a temporary shut down – over the weekend to ensure the changes go as smoothly as possible. As a ‘gift’ for this small inconvenience, the company offered a short term coupon to purchase other products they have at a discounted price. The amount wasn’t that big but in my mind, that did not matter at all.

It immediately made me say WOW. Why? Because to be honest, the down time would not have mattered that much to me – and probably a lot of other people considering it took place over the weekend. Would it have inconvenienced some? Sure but probably not the majority. Also, the company didn’t have to. We know that technical maintenance does require temporary down times once in a blue moon. Customers understand stuff like that and expect that. So they didn’t have to put themselves out there. But they did.

That small experience had a big impact on me and likely other customers too. Plus, they likely picked up extra sales when they wouldn’t have if the stuck with status quo. Oh and one last point – wowing your customers can be little gestures like these. It doesn’t have to be a major go-all-out-for-it campaign, nor does it have to be complicated.