Business owners and managers have always been encouraged to Think Big! Look at the BIG picture. Don’t focus on the small stuff first. Think Big and back your way in to make the idea come alive.
We agree, thinking Big is necessary for businesses large and small. But when you start to put the pieces together for a customer experience strategy, we say – Think Small.
To be competitive and more successful – no matter the size of your business – it is the small details that make the difference. Details that your competitors are not paying attention to. But you are!
Twenty years of mystery shopping and customer feedback have proved to us your customer will notice the small things. Most times it’s the ‘small’ things they talk most about when providing comments.
Small Things Make a Difference
- The smiles and the handshakes shared with a customer.
- The use of a customer’s name through a conversation.
- The attention given to the child at their side.
- Remembering a customer’s name when they make a repeat visit.
- Asking if they want a favorite drink as the enter the coffee bar (or any bar!)
- Assisting at a self-serve kiosk when they see there is an issue
- Offering to help carry bags to the car
Note one thing about the few examples above. None of these costs your organization much money if any at all. And not one of them is about the product or service you sell.
It’s about the relationship formed when interacting with your staff. Thinking small means creating a consistent experience of respect and familiarity. Thinking small means providing that ‘feeling’ that makes your customer tell others – “Have you ever been to XYZ? Their service is AMAZING!”
Think BIG to create new products and services.
Think BIG to offer fun promotions and savings to your customer.
Think SMALL to make your customers return again and again!
What ‘small’ idea has your staff implemented to create amazing customer experiences? Please share below.
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