12 Little Big Things Out of 163

Consumer insights on 12 little big things

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:

  1. “Failure” — Celebrate it! (“Fail to Innovate” http://wp.me/pYHt6-jq)
  2. You are your product — develop it. (“10 Best Customer Service Companies” http://wp.me/pYHt6-pI)
  3. You are your story!  So work on it! (“10 Brand Activators” http://wp.me/pYHt6-qh)
  4. Always make it personal. (“Consumer Insights on Thank You Notes” http://wp.me/pYHt6-dm)
  5. Commit “Acts of deliberate relationship enhancement.” (“Consumer Insights on Zappos’ Core Values” http://wp.me/pYHt6-9M)
  6. It’s showtime!  All the time! (“Consumer Insights on Outstanding Customer Service” http://wp.me/pYHt6-b1)
  7. We are all in sales.  Period. (“Happy Employees = Happy Customers” http://wp.me/pYHt6-qT)
  8. At their service. (“The Ritz Carlton’s Commitment to Customer Service” http://wp.me/pYHt6-b7)
  9. Have you “hosted” any good employees lately? ( “Receptionist” vs. “Director of First Brand Impressions” http://wp.me/pYHt6-8n)
  10. Thank you. (“The Importance of Face-to-Face Communications” http://wp.me/pYHt6-st)
  11. It’s 11:00 a.m. — Have you called your customer today? (“The Importance of Feedback” http://wp.me/pYHt6-se)
  12. 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?


About Insights From Analytics

Integrated marketing professional who generates insights from analytics to increase revenue. Daily blog now resides at www.insightsfromanalytics.com/blog.
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