Creating WOW! Through Inspiration
by Dan Taylor
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special case of "word of mouth"
first: we live in the age of word-of-mouth
the secret to marketing success is no scret at
all: Word of mouth is all that matters" - Seth
one number to grow for future sales growth
the percentage of customers who are extremely
likely to recommend the company to a friend or
colleague" -- Frederick Reichheld, Harvard
4 years research summarized in about
putting WOW into our lives and giving it
to others, it comes back
put a positive WOW attitude in your life
the evolution of marketing
prduction orientation (1950s)
sales orientation (1950's-1960's)
shoppers emotionally connected to super
market spent 46% more
"surprise and delight them"
different people react differently
What is WOW? expect a certain amount and get
deals with the customers that are dealing with
frustrations of not getting enough for what
they're actually spending, random acts of kindness
WOW IQ, "What gets measured, gets done", does the company go over expectations?
definition of frustration "what is
means "spending a lot and getting little"
Go 10% over customers' expectations and you
will triple your chance to survive and succeed.
those business that have the 5 WOW factors
were more profitable than other companies
that did not have those 5 factors
and they spend less on marketing than
Random acts of kindness
understand neighbour and treat neighbour
with kindness, treat clients as neighbours