Are you giving your customers a finger instead of a thumbs-up?
My iPhone 5 started freezing on me since my last update to iOS 8. It only freezes for a few seconds at a time but it drives me mad. Aaarrrgg!
Sadly, Apple seems to forget the impact details can have on how people feel about their company. They forgot what’s important to their customer.
Do you forget the little things? Do you overlook them because you don’t think they matter?
Be careful to not get caught up in the big things and overlook the little things. When it comes to the customer experience, it’s the little things that make all the difference. Every moment, every interaction, every second, counts!
“Repeated small inconveniences can be deeply irritating. Small inconveniences can be like having a rock in your shoe: no matter how nice the walk, after a while all you’ll notice is the discomfort in your foot.” –Erika Andersen, Forbes
A frustrating customer experience can prompt a once loyal customer to consider going to the competition.
“I try to do the right thing at the right time. They may just be little things, but usually they make the difference between winning and losing.” - Kareem Abdul-Jabbar, NBA basketball player
Apple has spent so much time introducing new mobile devices that they’re forgetting to upgrade their PC experience. Have a look at the new Microsoft ads for the Lenovo Yoga. It just destroys the iMac for their lack of upgraded experience.
When I showed the Lenovo ad to my father his response was “Everyone is challenging Apple. The problem is that Apple is beginning to lose.” These words are so true. It is sad for all of us that Apple is falling behind. They were once the leader in customer experience. They paved the way for all of us. We live in such a fast-paced world, only positive experiences can keep customers loyal.
Have you thought through the details?
Morty Silber, CEO
Mad Strategies Inc.
a Wizard of Ads Partner