You barely notice them.
The tiny, bite-size actions or features that can often make a big difference.
Remembering your name or your favourite coffee, for example.
Or as in the picture here the little sign that the room has been clean.
It’s these little actions that signify a certain attitude that we care about your consumer experience.
It says that we have high standards.
Welcome to the new consumer experience battleground.
The more brand leaders focus on the consumer experience, the more they will be fighting over the micro enhancements.
The good news is that these small things are within your control.
The bad news is that they are well – small and often overlooked.