WOW effect for customers.

By Global Trust Association

05 April, 2019 | 15:04hrs

Based on the perspective of delivery of a product or service to customers, every interaction generates a series of perceptions, whether positive or negative, which defines a general idea of the experience related to such product or service in the mind of the consumer.

These perceptions per se are not new, they have been part of the process of delivering or selling a product or service at all times; however, today, they have become a crucial aspect that often determines the success or failure of a product, service or business as a whole.

In what is known today as Customer Experience (CX), a discipline that focuses on consumer perceptions to develop high-impact strategies capable of generating maximum surprise sensations, there is a factor that deals and describes such sensations as the major objective of a customer experience strategy, that factor is called the “WOW effect”.

The WOW effect, described as the highest point of customer perception, is the demonstration of positive astonishment generated by the perception of an unforgettable experience regarding a product or service.

The search or creation of one or more WOW effects in consumers, is undoubtedly the maximum aspiration of those who develop strategies aimed at the consumer, it is not only to deliver good and better products every day, but to deliver on a sustained basis good and better experiences to the consumers, in other words, a constant WOW effect.

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