In reading Tom Peters’ latest book, The Little Big Things — 163 Ways to Pursue Excellence, a dozen jumped out at me as a marketer and someone who values customer insights and the importance of outstanding customer service.
I like the quote with which Tom begins the book, “Courtesies of the small and trivial character are the ones which strike deepest in the grateful and appreciating heart.” — Henry Clay, American statesman (1777-1852).
All are great suggestions. The 12 I selected are ones I have suggested in the previous posts:
- “Failure” — Celebrate it! (“Fail to Innovate” http://wp.me/pYHt6-jq)
- You are your product — develop it. (“10 Best Customer Service Companies” http://wp.me/pYHt6-pI)
- You are your story! So work on it! (“10 Brand Activators” http://wp.me/pYHt6-qh)
- Always make it personal. (“Consumer Insights on Thank You Notes” http://wp.me/pYHt6-dm)
- Commit “Acts of deliberate relationship enhancement.” (“Consumer Insights on Zappos’ Core Values” http://wp.me/pYHt6-9M)
- It’s showtime! All the time! (“Consumer Insights on Outstanding Customer Service” http://wp.me/pYHt6-b1)
- We are all in sales. Period. (“Happy Employees = Happy Customers” http://wp.me/pYHt6-qT)
- At their service. (“The Ritz Carlton’s Commitment to Customer Service” http://wp.me/pYHt6-b7)
- Have you “hosted” any good employees lately? ( “Receptionist” vs. “Director of First Brand Impressions” http://wp.me/pYHt6-8n)
- Thank you. (“The Importance of Face-to-Face Communications” http://wp.me/pYHt6-st)
- It’s 11:00 a.m. — Have you called your customer today? (“The Importance of Feedback” http://wp.me/pYHt6-se)
- There’s nothing but nothing better than an angry customer. (“Getting Your Customers to Complain is Invaluable” http://wp.me/pYHt6-q5)
Do any of these resonate with you?
Which of the other 151 do you think are important?