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Ivan Surjanovic: Creating WOW! Through Inspiration by Mind Map: Ivan Surjanovic: 
Creating WOW! Through Inspiration
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Ivan Surjanovic: Creating WOW! Through Inspiration



viral marketing

special case of "word of mouth"

first: we live in the age of word-of-mouth

social media

social capitalism

the secret to marketing success is no scret at all: Word of mouth is all that matters" - Seth Godin

one number to grow for future sales growth

customer satisfaction

customer loyalty

brand image/awareness

the percentage of customers who are extremely likely to recommend the company to a friend or colleague" -- Frederick Reichheld, Harvard Business Review

4 years research summarized in about 17 minutes

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)

market orientation

emotional bond

shoppers emotionally connected to super market spent 46% more

WOW orientation

"surprise and delight them"

different people react differently

What is WOW? expect a certain amount and get more instead

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 frustration?"

means "spending a lot and getting little"

10-300% rule

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 competitors

Managing WOW


WOW! Credo

WOW! Policies

Measuring WOW!

Random acts of kindness

understand neighbour and treat neighbour with kindness, treat clients as neighbours