small details

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?


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