Some Further Thoughts on Creating the Customer WOW! Experience

A few weeks ago, on July 26th to be exact, I posted a written rant about how a meeting I’d just been to was concerned not with creating an initial WOW experience for customers but instead with damage control and reputation repair.

As some colleagues and I prepare to launch a new product and set of services, we have frankly been tempted more than once to “jump the gun” and start looking for fans, connections and clients before we’re really ready. Especially since there are some upcoming large networking events where we think we could get a lot of leverage and create a lot of buzz. Think the equivalent of trade show deadline for new product introduction.

We have, and I believe properly so, decided not to jump the gun on this as you’ll hear in the video embedded in this post. Even though we know we’re going to miss more than a couple of great opportunities to promote the new stuff, we think that having the infrastructure in place to create a real WOW! experience when we do introduce is worth any small loss of prospects in the short term.

Think about it.  It takes a long time to build a great reputation. It takes a very short time to ruin one. I heard again very recently that it takes only one “dumb s**t” to wipe out ten “atta boys” and I believe it.  So we’re going to take the time needed to get it right.  Website, social media, collaterial materials, markets, messages and media combinations. Tough as it is to wait, it is the right thing to do.

After all, do we really want to send the message to our potential new markets that we don’t have the patience and professionalism to do the kind of job for ourselves that we will be promising to do for them? I don’t think so. What do you think?

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