Is the WOWEDFactor a "crucial touchpoint" for all types of businesses? Is it a path that all should pursue to differentiate and pullahead of their competition? The answer to all question: not necessarily - it depends on the type of business.
Case in point: Rental Car. The people who rent from the local Enterprise Rent-A-Car branches (which cater to people whose car is being repaired), generally value a WOWEDFactor interaction. However, business travelers who rent from Hertz at the airport, probably do not -- they just want to get in and out quickly.
Case in point: Supermarkets. According to the IBM Institute for Business Value's publication, "Why advocacy matters to grocers - surveyed consumers give retailers food for thought":
- The key attributes (15 in total) that drive success: advocates have them; antagonists don’t. The top seven fall in the areas of: quality; selection; convenience; employees; availability and social responsibility.
- Employees affect four of the top seven attributes.
- Happy with service from employees.
- Employees are friendly and positive.
- Employees are knowledgeable and attentive.
- Pleasant and enjoyable to shop at grocer.
Weigh in on Facebook.com/WOWEDAmerica re what types of businesses need to be concerned about delivering WOWEDFactor experiences if they are going to pullahead. Thanks.
Firestone
firestone@wowedamerica.com
314-863-4000
