Question for leaders — Is it harder to copy one big thing or 100 little things done extremely well?
This is such a great question.
I have just purchased a book through Amazon.
The process was easy — I was a returning customer so I just needed a password.
I then received some helpful suggestions based on my previous behaviour:
– Recommendations Based on Your Order
- Related to Items You’ve Viewed
Then I received a confirmation order notice.
All done in moments!
None of these are big things but taken together form an impressive and seamless customer experience.
This is also the way to drive higher performance.
Make a 1% change to a small aspect of performance then another and another…….