How can businesses ensure that "Wow moments" are consistently delivered to customers across all touchpoints, and how can they measure the overall impact of these moments on brand perception and customer advocacy?

Businesses can ensure consistent delivery of "Wow moments" by first identifying key touchpoints where these moments can occur, such as during interactions with customer service, product delivery, or marketing campaigns. They should then train employees to consistently exceed customer expectations at these touchpoints. To measure the impact of these moments on brand perception and customer advocacy, businesses can use customer feedback surveys, Net Promoter Scores, and social media monitoring to track customer sentiment and loyalty before and after these moments occur. Additionally, analyzing customer retention rates and referral rates can provide insights into the long-term impact of these "Wow moments" on overall business success.