Crack The Customer Code

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 impor