This stage sets the tone for the rest of the Wow! phase. Customer satisfaction comes from the way the product or service is first delivered, how it is delivered, to the experience of the benefit of using your product or service.
Just enough is no longer sufficient. We have to surprise the customer in the delivery, so they can truly say WOW.
To start thinking about how to create a wow experience, you can start by asking these questions:
Is the process of delivery smooth, without frustration?
How is the customer experience in using the product or service?
Did it meet their expectations? Did it meet their goals?
What surprise can you add to make the experience wonderful?
I could share my experience at Double Tree Hotel by Hilton as an example. We were greeted right from the entrance to the lobby, and easily processed our check-in with little hassle. Next we were welcomed with the famous WARM Cookie and a welcome drink. Finally, the room had a nicely written card with a platter of fresh fruits. The cost of a warm cookie, welcome card and fruits would have cost a very small amount but the impact on my experience was fantastic.
Think about where your business can implement a gift, a convenience, a surprise for small cost. This will truly set you apart from the competition.