The Customer Wow Model is one of the best frameworks to blow people’s minds and create raving fans.

In this video, Franziska shares…

  • The importance of revisiting your customer touchpoints.
  • How you can apply this epic model in your own business.
  • How to become ‘talkaboutable’.

What is one thing you can do right now to wow your customers? Share below!


Franziska: Hi there! I hope you’re going super well. I was just talking to our Clever Bunch members here this morning about a framework that we use here at Basic Bananas to blow our customers’ minds and to just keep improving on every single thing that we do. And this model, it’s a really great framework called the “Customer Wow model” and I thought I’d share sort of the high-level idea with you because it might help you also to revisit everything that you’re doing in your business so let me actually quickly have a pen here and show you what this looks like. So what you can do.. sorry, I should have cleaned this board here, but you’ll get it anyway. Draw two columns, and in the first column here you can write, “Touchpoints” and then in the second one here, “Ideas”. So two columns one is touchpoints, one is ideas. Now, what you do next is you write down all the different touchpoints that you have in your business. So this could be your website, emails, proposals, social media, phone calls, maybe you have physical premises, maybe you have outfits, uniforms for your business. So write down all the different touchpoints and then this is the cool thing, then you take each of these touchpoints and you think about how you can amplify and magnify, and highlight your brand identity across all of these touchpoints. So for example, here at Basic Bananas, part of our brand identity is playfulness. So when we look at this exercise and we do this, we work on this framework every quarter, we have quarterly leadership meetings here with our leadership team and we continuously look at okay what else can we do and what else can we implement and so for us for example, email communication is one of our touchpoints so we think about, “okay, how can we make our email signatures reflect a little bit of playfulness?”; rather than being the same-same how can we add a little bit of playfulness. So right now, our email signatures come with the normal stuff: information, phone, etc., and the person’s name and the person’s photo, and then also it says “Currently obsessed with…” so in my email signature, it says “Currently obsessed with discovering new music” and the benefit of this also is that I get sent new music all the time by people which is really cool. So that’s one. Another idea could be your proposals. Are your proposals enhanced with your brand identity? Is it designed really beautifully and reflective of your brand? So that’s a really great framework that I wanted to quickly share with you and the question here to ask yourself is how can you enhance all of your touchpoints and it will make a huge impact to your brand, to your talk about ability, are people talking about you in a positive way. So this is a work in progress and I hope you like it. See you next time!