#1 It was an unexpected surprise

One of the greatest problems that the WWE still has is that it is rarely unpredictable. Bayley's heel turn was telegraphed but needed to happen. Brock Lesnar winning Money in the Bank was unpredictable but not in a good way.
Most of the title challengers are a part of the same rotation. For the women's titles, it's usually Bayley, Sasha Banks, Charlotte Flair, and a fourth person now that Becky Lynch is RAW Women's Champ. For the major titles, it has been Seth Rollins, Lesnar, Baron Corbin, Roman Reigns, Samoa Joe, Randy Orton, and AJ Styles.
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A different Superstar will be put into the mix on the rare occasion, like Daniel Bryan or Kofi Kingston. Jinder Mahal winning the title from Randy Orton a few years ago was also unexpected. Simply put, the predictability of both WWE storylines and matches likely turned some viewers off. If you know exactly how things will play out, then it doesn't make the program "must-see."
By Balor turning heel, it reiterates that anything can happen in NXT. The Yellow Brand is still outgunning both RAW and SmackDown despite being considered the "third brand". Balor's return was primarily seen as merely to challenge Cole for the title. It was also likely done to recapture his former glory on the yellow brand.
When he said his past would become his future, he didn't just mean going back to NXT. He also apparently meant changing the game again as a heel just like he did when he formed the Bullet Club. It was certainly an unpredictable moment. The faces of NXT need to look out because it's only a matter of time before he has you in his sights.
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