I was at a Starbucks recently with a friend, enjoying coffee and good conversation. The ambiance was nice, soft music, fine decor, just as you have come to expect at Starbucks. Suddenly, an employee proceeded to drag a garbage can across the entire restaurant, making a very loud screeching sound. Needless to say, the relaxing ambiance was obliterated – in an instant.
That’s how it is with customer experience, EVERYTHING has to be done right. Mostly right doesn’t work. All of your efforts to wow the customer can be negated by even a minor thing. It’s hard to get it right – that’s why most companies fail at it.