Go Ahead and Sweat the Small Stuff

By Lori Boyce
Senior Director

“Don’t Sweat the Small Stuff.” It’s a phrase that has launched best sellers and become part of our cultural vernacular. It means of course that we should not let the little things rule our lives, to relax about the small potatoes and focus on the big prize.

However, in the context of customer care, are there benefits in sweating the small stuff? If we can redefine the small stuff as the simple gestures that make an impression, is it possible that paying attention to the small things will make a huge difference in the scope of customer lifetime purchase behavior?

Indeed.

Consider your own experiences as a customer. For me, the ones that are the most memorable are those that are defined by a small action that made a huge impression. Someone who uses my name, listens and truly understands who I am as a customer then responds with even a small offer or expressed appreciation to restore my faith in the brand.

Perhaps sweating the small stuff can actually deliver the big prize of lifetime loyalty. What do you think?

Like this post? Please retweet!