Miracle on 34th Street and the WOWEDFactor

Miracle on 34th Street, 1947 movie.  My favorite scene.  Mom takes her kid to see Macy's Santa Claus and he recommends to mom that, for the particular product kid wants, "you'd be better off going to Gimbel's." (cross-town rival)   Mom is incredulous that Macy's is telling her to shop at Gimbel's.  She approaches the manager of the toy department and says,

"Pardon me. The guard said to speak to you. You're the head of the toy department? ... Listen. I want to congratulate you and Macy's ... on this wonderful new stunt you're pulling. Imagine, sending people to other stores. I don't get it. Why, it's... Imagine a big outfit like Macy's... putting the spirit of Christmas ahead of the commercial. It's wonderful. I never done much shopping here before... but from now on, I'm going to be a regular Macy customer."

WOWEDFactor delivered. Definition: "a customer service experience that was so extraordinary, 'humanizing, engaging or connecting,' your perception of the person you were dealing with, and consequently the business or organization, became significantly enhanced"

Woman to become a "regular Macy customer" because of her humanizing, engaging and connecting interaction with Santa Claus -- her "WOWEDSighting" -- not because of product selection or pricing.  Macy's de-commoditized and built brand value with the WOWEDFactor.  The concept is real and happens all the time.

Certificate of Sighting

Had a WOWEDSighting? We want to hear about it!: IWasWOWED.com  And, if it's a "5" on a "5-point scale," we'll send out a Certificate of Sighting to the "WOWER" and post on our blog and/or facebook page: Facebook.com/WOWEDAmerica.

Firestone
firestone@wowedamerica.com
314-863-4000