In February, I published an article called The Little Things That Destroy Your Customer Experience. The article suggested that we often spend too much time focusing on ‘big’ things (technology advancements, business transformation etc etc) and tend to forget, or neglect, the myriad of ‘little’ things in our businesses that we could improve.
Individually, these little things do not threaten the success of the business but collectively hey can pose a serious, but not obvious, threat to our businesses and the customer experiences that we are aiming to deliver.
The original article proved to be very popular and, so, to build on that list, I shared the original article with a number of LinkedIn groups and invited them to share their own list of ‘little’ things.
To date, I’ve received around 90 different responses and, whilst the sample is nowhere near being statistically significant, the responses from an eclectic group of smart, knowledgeable and savvy professionals offer a great insight into the things that they believe damage their personal customer experience.
Below, is an edited summary of their responses. To help make sense of them I have roughly grouped them into three categories: People, Process and Technology.
Whilst only some of the issues will apply to any one business, what’s interesting is how they are distributed: People and Process issues dominate.
This suggests that, with limited capital investment, significant improvements could be made to customers’ experience and the level of service that is delivered if businesses improved:
The payoff? The 18th Century English poet, essayist, moralist, literary critic, biographer, editor and lexicographer, Samuel Johnson, said it best when he said:
“There is nothing, Sir, too little for so little a creature as man. It is by studying little things that we attain the great art of having as little misery and as much happiness as possible.”
This post originally appeared on my Forbes column here.