Beat the Competition with Wow!

Sparkplugging is continuing our 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

Up until a year and a half ago I always bought Toshiba laptops. You’d think that after owning two and having a positive experience them I’d have stuck with Toshiba. But when it came time to replace my last computer, I ended up buying an HP. Like the Toshiba the HP has functioned as expected. But not long after I bought the HP I had an issue that required tech help. The initial call went like any other tech call and ended with the suggestion that I do a re-format (I accidentally downloaded something bad). Two days later I got a call from the very same tech support person that had helped me. She called me! She asked if the reset went well or if I needed more help. Wow!

The point of this story is that I was happy with the Toshiba and the HP computers. Both worked as expected. But then HP did something Toshiba never did. It wow-ed me by offering something more than I’d expected. It called me back to make sure my issue was resolved.

When it comes time to replace my HP, I’m more likely to stay with HP because of the extra step they took to follow up with me. Had it not done that, I could have stayed with HP, gone back to Toshiba or chosen a different brand.  It shows that simply being good and providing what’s promised, isn’t enough to insure customer loyalty. Instead, consumers today are more likely to stick with you if you can wow them.

How can you create wow and set your business apart from others?

1. Offer more than what you promise. Its like the baker who throws in the extra pastry to make 13 instead of the even 12. For the customer its unexpected and appreciated. It creates a situation in which the next time the customer needs something that they think of you because you offer more.

2. Be willing to go the extra mile. Like HP, taking the one extra step to insure your customers are happy with your product or service will create that wow experience. This can be done in a variety of ways such as offering more than promised (#1).  It can also include helping customers find the right resource if you’re unable to help them.

3. Have stellar customer service. I believe customer service should be a part of a business’ marketing plan. Nothing can hurt your business faster than poor customer service. Wow customer service should have customers feeling like your company really cares about them, sort of like how HP made me feel.

With so much competition for business, the key to success is to have your customers walk away thinking WOW. The wow factor can build your business through the two best marketing efforts there are: 1) customer loyalty and 2) word-of mouth referrals.