Seems like more and more companies are entering the WOW! service game. Initiated first by internet retailer and customer service extraordinaire Zappos, and most recently adopted by TD Bank. A bank providing WOW service? Not an industry most customers associate with outstanding service.
TD Bank has gone so far in promoting their WOW! service, they created a feature on their site called the “WOW! Zone” where parents can teach their children important information on money.
So why enter the WOW! game? I think its simple… provide a great experience for a customer, more importantly an experience that exceeds their expectation, and they are bound to spread the word about your brand. Ask any marketer what the strongest form of marketing is and undoubtedly they’ll say WOM (Word-of-Mouth).
So instead of spending thousands of dollars on that next 30 second TV spot or a two page ad in a national publication, maybe businesses should think more about investing that money in additional customer service training. What drives you to try out a new brand most? Is it word of mouth or is it other forms of marketing? And what are you more likely to share with your friends… An outstanding shopping experience or a tv ad?
