All the Small Things: Creating Customer Experience Culture
Hank, Kent, and Dan Mann make the argument that it\u2019s the small things\u2014not logistical shifts or technological advances\u2014that make a customer experience positively memorable and, as a result, your business profitable. It\u2019s a trainable skillset,\xa0but more than that, it\u2019s a\xa0culture. So what are the small things, and how do you teach them?\xa0