I called this blog “WOOHOO Moments” because I believe that great experiences bring the WOOHOO out in all of us. My loyalty to a brand is simply made up of a lot of moments. Collectively those moments let me feel both emotionally and physically connected to what a brand stands for.
Here are some moments that I have experienced that are quite simple and yet very WOOHOO
I was watching CBS News Sunday Morning (which may well be the best show on television, BTW). There was a segment on Cheerios — more specifically the marketing of Cheerios. The recent Super Bowl spot featured a mom, a dad and their six-year-old daughter. The premise was that Mom and Dad were telling her that she was going to have a new sister/brother. Cheerios is consumed in the process.
Cheerios, family, kids….it all makes sense — that’s how you sell cereal.
The response on social media was overwhelmingly positive. There were some responses from people that were very upset about the spot.
It is funny how many different explanations there are for a great experience. Some call it a “wow” factor, which covers a lot of ground and really depends on how the customer is feeling at that moment. I know for myself, little acts of surprise can bring a smile to my face, but only if it is relevant. How we make someone feel is really the WOW factor, the little gestures, the caring, empathy and yes doing some “extra” thing that demonstrates that you know the customer or are interested in getting to know the customer.
On May 10, 2014, I ran in the 10th annual Fargo Marathon. As one of 24,000 participants running in this year’s event, I was proud to wear my number (bib). After all, there was only one of me, and my bib was just as important as every other bib out there. You can get a sense of the enormity of this event by watching the this video.
If you haven’t had the pleasure of participating in a large-scale race like this one, let me tell you you are missing out! The 32-person race committee is focused on the experience of each of the 24,000 participants and their families in the 363 days leading up to the race weekend.
Some people say that their reputation means nothing to them. If they know they are a good person, that’s all that matters. But for corporations, the same can’t be said for a positive image. In fact, it is a company’s reputation that can make or break its success…