WOWEDFactor: $1.39 Bootie Investment at Walgreens

In one of our Pullingahead/WOWEDFactor workshops, I had a distributor of home entertainment systems approach me and say he was challenged to differentiate because as a distributor he provided the same products at basically the same price points as his competition.  He thought that lowering his prices was the ticket to a competitive advantage.

Certainly the easy solution, but not the way to go.

Instead, we looked for ways to "de-commoditize" -- focusing on all the crucial touch points that made up his service image.  He concluded that how his home entertainment systems were installed could significantly impact his service image.

His explanation as to why ... most people who bring an installation person into their home, don't expect the home to look as nice after they've left.  Further customers really value this.  So, let's see ... touch point valued by customers, but not normally done by installers. Now, here's a WOWEDFactor opportunity!

WOWEDFactor:  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

So he immediately goes to the nearest Walgreens and invests in sets of $1.39 booties for his installers to put on before they walk into customers' homes!  Message to customers: "We're as interested in your home as you are!"  WOWEDFactor delivered; business value enhanced.

Firestone
firestone@wowedamerica.com
314-863-4000