Our take on Customer WOW! Experience
Service starts with ALL of us
Act instead of waiting it out. Experience shapes mindset. Mindset influences behavior. Behavior creates impact. Sounds logical – and it’s the lever behind real WOW in customer experience. Many organizations try to force change instead of enabling it. They start by demanding higher performance – and then wonder why results fail to materialize.
Back to the beginning: Experience
Anyone who wants to shape change needs context, reflection, and a genuine understanding of people and the dynamics within organizations. And it requires a return to the very beginning – back to experience. Through experiences that create meaning. That spark a willingness to take responsibility. That move people from within. This is how a service mindset grows – one that enables long-term success for organizations. From the inside out.
WOW as a game changer
Customer WOW! Experience is no longer optional. It is essential at every customer touchpoint, with every product, and at every internal interface. WOW makes the difference – and WOW is no coincidence. It may be hard to define, but it can be felt. WOW emerges where people feel surprised, inspired, and truly taken seriously – in every Menschmoment®, across countless details. Through employees who make an emotional impact and experiences that go far beyond pure functionality.
Facts that convince
- 73 percent of customers name customer experience as the decisive factor in their purchasing decisions (PwC).
- And companies that consistently put customer experience at the center of their strategy increase their revenue by up to 80 percent (Zippia).
Anyone who believes that product features or process optimization alone are enough is thinking too narrowly. Tangible future readiness grows through experience quality – at every touchpoint, externally and internally. It makes the difference at a time when expectations are higher than ever before.
Experience from the inside out
Internally, experience is the foundation for trust, engagement, and innovation. It enables the well-known “mindset shift” — as Opel once famously put it. Experience transforms culture toward genuine service enthusiasm – from the inside out.
This way, not only do your customers look back on an outstanding experience and gladly return again and again, but people within the organization feel it too. Experience begins where we consciously choose to use freedom creatively and embrace change as our own.
This is where our programs, solutions, and formats come in: we expand mindsets, rethink processes, and elevate them to a new level. We do not see experience as a nice-to-have, but as the single most important game changer for organizations today. For brand affinity that is unmistakable. For success that continues to grow – even in challenging times.
