227: (Tip) Majoring In the CX Minors

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. "The things we saw made us wonder about the things we did not see!" - Adam Toporek 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? Related Content 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 Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.   Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices