Adam shares tips for preventing small details from spoiling an otherwise great overall customer experience.
Small details are a big deal!
We usually perceive the phrase “majoring in the minors” as a bag thing, but it’s different when we’re talking about customer experience. Both consciously and unconsciously, the small details have a huge impact on how customers perceive the overall experience.
The best companies obsess over these small details – not only to remove pain points from the customer journey, but to add delight and differentiate the brand.
Today, Adam shares real-life examples where little things added up to a lousy overall experience with a brand that usually delivers great customer service. What went wrong, and how could they have done better?
Are you majoring in the CX minors? How many not-so-great experiences must your customers step over during their journey, and will they make it through? And more importantly, will they come back?
Listen To This Episode!
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- Jeannie’s TEDx video, Microinteractions Lead to Major Engagement
- Customers That Stick® post, In Customer Service, Is Ordinary Now Extraordinary?
- Episode 158: Christoff Weihman, Excellerate Service
- Episode 110: Mike Ganino, Guest Experience Expert
- We’re on C-Suite Radio! Check it out for more great podcasts
Take care of yourself and take care of your customers.