I recently heard a colleague talking about a customer’s “wow” moment’, referring to the moment when a customer says (or hopefully shouts!) the word “wow” about your product or service. In the case of a retailer who shows stock in a different way, or a new product innovator it’s easy to see why the client may make this utterance. But for many businesses, the reality of understanding your “wow” moment and, importantly, what it does for you can be quite a challenge.
Consider an intellectual property protection advisory service, or a manufacturer of rolled metal, or even a wifi software provider. Getting to grips with and defining how your service makes your customers jump out of their seats and shout for joy in these cases can seem a daunting task.
To help then, it’s worth considering some of these hints and tips:
- Start with “why?”: Why do your customers buy what you offer?
- Then look at why what you offer is better than someone else.
- Consider, what’s truly different about your business from the others in your market.
- Is it the quality of your service? (and if it is – be specific about what aspect of your service is so great.)
- Is it that you add value to the product you sell by tailoring it in some particular way?
- Is it the status of your brand and what being seen purchasing from you says to others?
- Is it as simple as price – being the cheapest?
- Talk to your customers. Check that your “wow” really is a “wow” for your customers. Ask them. If they actually love what you do, or how you do it, they’ll tell you. It’s important to make sure you don’t second guess your “wow”.
Once you understand your “wow” moment you need to make sure it’s replicated consistently. After all, why wow only a few of your customers? And remember it’s not about you shouting wow, or saying publicly this is our “wow”, but it’s about consistently meeting that expectation every time.
If you’ve thought about it, talked to your customers and still don’t think you have a “wow” moment, then maybe it’s time to go back to basics and think about why that’s the case. Dig deep – the chances are that there’s a nugget in there somewhere and if not, then maybe things aren’t going so well for your business, so it might be time to start re-thinking how you truly can be different from everyone else.
If you have a “wow” you want to share let us know below!