In the classic book “Good to Great” author Jim Collins analyzes highly successful companies in a variety of industries to discover what makes them transform from “Good to Great”. Paraphrasing Collins’ findings – there are virtually no overnight successes, just companies that strive to do every task, however small, to the absolute best of their capabilities. This approach can serve as excellent guidance for those firms trying to achieve greatness in customer experiences.
Every single customer interaction, however small and seemingly trivial is going to improve or diminish the customer’s impression of your company/brand. EVERYTHING. This includes very simple things like messaging on hold (if my call is truly important to you then why am I on hold listening to a message telling me I am important), to of course how you handle more high-profile interactions.
Everything matters and is therefore important as you strive to advance your Customer Experience initiatives. Don’t take anything for granted.