WOW moments are created when you compel your customers to involuntarily feel “wowed” by delivering a truly extraordinary customer experience. Going the extra mile, or “plus-ing” for your customers when they least expect it, in ways that are unexpected creates a unique, special moment.
In Consumer Banking, these are the moments that cause customers to evolve into fans. Twenty years ago, if you were shown that you could check your bank balance online; they would have been amazed.
Ten years ago, if you made a payment with your phone, they would have been astonished! What are you doing today that makes your customers become your unconditional champions?
