SlideShare a Scribd company logo
Submitted by:
Rommel Sta. Ines
DIGIMA R32
EPILOGUE
is an expression that a
customer utters when
experiencing
speechless delight.
3 Characteristics of WOW:
1. Surprising – when one has a certain
expectation but gets much more.
2. Personal – can be triggered only by the
person experiencing it.
3. Contagious – one who experience the
moment will advocate and spread the
good news to many others.
What is WOW ?
• The answer is YES!
• It is possible to
design strategy, set
up infrastructures
and processes, and
train people to
deliver WOW across
the five A's.
Can companies and brands create WOW by design?
Across customer paths,
companies and brands
should step up their
creativity and improve
customer interactions.
From the customer’s
point of view, 3 levels
exist: enjoyment,
experience, and
engagement.
1. Enjoyment – companies focus on product
superiority & deliver services that meet the
needs & wants of customers.
2. Compelling Customer Experience – companies
improve customer interactions with service
blueprint and design differentiated between in-
store and in-digital experience.
3. Engage –companies design life-transforming
personalization on top of the customer
experience that addresses individual
customer’s anxieties and desires.
Enjoy, Experience, and Engage: WOW!
Are you ready to WOW?
Winning companies
and brands are those
that do not leave
WOW moments to
chance.
Companies create
WOW by design.
Companies convert customers from
Epilogue | Getting to WOW
Nissan WOW Strategy: $1B Next-Generation Mobility Investment
Nissan WOW Strategy: Connected Mobility For Everyone
Nissan WOW Strategy: Connected Mobility For Everyone
Nissan WOW Strategy: Connected Mobility For Everyone
Nissan WOW Train People: Set-Up of Nissan Academy in Laguna
END

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Epilogue | Getting to WOW

  • 1. Submitted by: Rommel Sta. Ines DIGIMA R32 EPILOGUE
  • 2. is an expression that a customer utters when experiencing speechless delight. 3 Characteristics of WOW: 1. Surprising – when one has a certain expectation but gets much more. 2. Personal – can be triggered only by the person experiencing it. 3. Contagious – one who experience the moment will advocate and spread the good news to many others. What is WOW ?
  • 3. • The answer is YES! • It is possible to design strategy, set up infrastructures and processes, and train people to deliver WOW across the five A's. Can companies and brands create WOW by design?
  • 4. Across customer paths, companies and brands should step up their creativity and improve customer interactions. From the customer’s point of view, 3 levels exist: enjoyment, experience, and engagement. 1. Enjoyment – companies focus on product superiority & deliver services that meet the needs & wants of customers. 2. Compelling Customer Experience – companies improve customer interactions with service blueprint and design differentiated between in- store and in-digital experience. 3. Engage –companies design life-transforming personalization on top of the customer experience that addresses individual customer’s anxieties and desires. Enjoy, Experience, and Engage: WOW!
  • 5. Are you ready to WOW? Winning companies and brands are those that do not leave WOW moments to chance. Companies create WOW by design. Companies convert customers from
  • 7. Nissan WOW Strategy: $1B Next-Generation Mobility Investment
  • 8. Nissan WOW Strategy: Connected Mobility For Everyone
  • 9. Nissan WOW Strategy: Connected Mobility For Everyone
  • 10. Nissan WOW Strategy: Connected Mobility For Everyone
  • 11. Nissan WOW Train People: Set-Up of Nissan Academy in Laguna
  • 12. END