Getting to WOW

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Mark Anthony Miranda

Topic on Marketing 4.0 - Getting to WOW!

Education

www.markmrnda.weebly.com
1
Getting to WOW!
Mark Anthony Miranda
Ateneo Graduate School of Business
Understanding Marketing Management

www.markmrnda.weebly.com
1. How to WOW your customers in 3
ways?
2. The value of Customer Journey
Outline:
Getting to WOW!

www.markmrnda.weebly.com
An expression that customer utters
when experiencing speechless delight
Introduction:
What is “WOW”?

www.markmrnda.weebly.com
1. How to WOW your customers in 3 ways?
1st Type of WOW moment
• Surprise moment
– The moment where his/her expectations are met by
providing the expected outcome

www.markmrnda.weebly.com
1. How to WOW your customers in 3 ways?
2nd Type of WOW moment
• Personal moment
– The moment where his/her expectations are met by
personally experiencing it

www.markmrnda.weebly.com
1. How to WOW your customers in 3 ways?
3rd Type of WOW moment
• Contagious moment
– The moment where his/her WOW moment
spreads to many others.

www.markmrnda.weebly.com
2. The value of Customer Journey
Enjoy, Experience, Engage =
WOW!
Enjoyment Experience Engage
Focusing on meeting the needs and
wants of a customers to reach the
WOW state.

www.markmrnda.weebly.com
8
Getting to WOW!:
Local Application
Mark Anthony Miranda
Ateneo Graduate School of Business
Understanding Marketing Management

www.markmrnda.weebly.com
1. Local Application
1st Type of WOW moment

www.markmrnda.weebly.com
1. Local Application
2nd Type of WOW moment

www.markmrnda.weebly.com
1. Local Application
3rd Type of WOW moment

www.markmrnda.weebly.com
13
Getting to WOW!
Mark Anthony Miranda
Ateneo Graduate School of Business
Understanding Marketing Management

https://www.hubspot.com/state-of-marketing · Scaling relationships and proving ROI · Social media is the place for search, sales, and service · Authentic influencer partnerships fuel brand growth · The strongest connections happen via call, click, chat, and camera. · Time saved with AI leads to more creative work · Seeking: A single source of truth · TLDR; Get on social, try AI, and align your systems. · More human marketing, powered by robots

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Getting to WOW

1. www.markmrnda.weebly.com 1 Getting to WOW! Mark Anthony Miranda Ateneo Graduate School of Business Understanding Marketing Management

2. www.markmrnda.weebly.com 1. How to WOW your customers in 3 ways? 2. The value of Customer Journey Outline: Getting to WOW!

3. www.markmrnda.weebly.com An expression that customer utters when experiencing speechless delight Introduction: What is “WOW”?

4. www.markmrnda.weebly.com 1. How to WOW your customers in 3 ways? 1st Type of WOW moment • Surprise moment – The moment where his/her expectations are met by providing the expected outcome

5. www.markmrnda.weebly.com 1. How to WOW your customers in 3 ways? 2nd Type of WOW moment • Personal moment – The moment where his/her expectations are met by personally experiencing it

6. www.markmrnda.weebly.com 1. How to WOW your customers in 3 ways? 3rd Type of WOW moment • Contagious moment – The moment where his/her WOW moment spreads to many others.

7. www.markmrnda.weebly.com 2. The value of Customer Journey Enjoy, Experience, Engage = WOW! Enjoyment Experience Engage Focusing on meeting the needs and wants of a customers to reach the WOW state.

8. www.markmrnda.weebly.com 8 Getting to WOW!: Local Application Mark Anthony Miranda Ateneo Graduate School of Business Understanding Marketing Management

9. www.markmrnda.weebly.com 1. Local Application 1st Type of WOW moment

10. www.markmrnda.weebly.com 1. Local Application 2nd Type of WOW moment

11. www.markmrnda.weebly.com 1. Local Application 3rd Type of WOW moment

12. www.markmrnda.weebly.com 1. WOW moments differentiates a brand from it’s competitors, turning awareness to advocacy. 2. Customer Journey aims to reach the WOW through creative customer interactions. Summary: Getting to WOW!

13. www.markmrnda.weebly.com 13 Getting to WOW! Mark Anthony Miranda Ateneo Graduate School of Business Understanding Marketing Management

Editor's Notes

Add the Learning objectives as outline
Add the Learning objectives as outline
Local Sample: Uniqlo Extra Online Promo Sale on top of the in-store sale that the customer is getting
Local Sample: Nike Running Club: Shoe Trial – Let’s you wear the new shoe and use it for a running workout.
Local Sample: Honest taxi driver receives scholarship and job from passenger Driver was also given praise by Baguio LGU Passenger is an Academic Director in Australia https://news.abs-cbn.com/trending/01/23/17/honest-baguio-cab-driver-gets-scholarship https://www.youtube.com/watch?v=Fy5HpGhZ994
Enjoyment Focused on developing products and services for the customer’s needs and wants Experience Focused on improving interaction physically and digitally Engage - Enables the customers to self-actualize - leads the person to realize one's full potential
Local Sample: Uniqlo Extra Online Promo Sale on top of the in-store sale that the customer is getting
Local Sample: Nike Running Club: Shoe Trial – Let’s you wear the new shoe and use it before purchasing.
Local Sample: Honest taxi driver receives scholarship and job from passenger Driver was also given praise by Baguio LGU Passenger is an Academic Director in Australia https://news.abs-cbn.com/trending/01/23/17/honest-baguio-cab-driver-gets-scholarship https://www.youtube.com/watch?v=Fy5HpGhZ994

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