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It's the Small Things Book

How to make your customers fall in love so they won’t even consider buying from anyone else

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Main Content

It’s the Small Things

How to make your customers fall in love so
they won’t even consider buying from anyone else.

The book

10 principles to create memorable experiences

These 10 principles summarize the essence of It's the Small Things. Key aspects to improve customer experience and preference.

10 principles

Bonus

Additional material referenced in the book. Examples, tools, images, videos and complementary content to enhance your reading experience.

Enjoy additional material

Customer experience strategy in six acts

The book is divided sequentially into six parts or acts, that go over the process of creating memorable experiences in a logical manner: Problem, solution and implementation.

I. The unbearable indifference

The lack of differentiation has gotten companies in trouble. There’s indifference and little loyalty from customers.

II. Creating memorable experiences

Improving experiences and quality of service creates a difference that’s sustainable in time.

III. Get your house in order

Meet the minimum expectations. Surprising will not be very useful if the essentials don’t work.

IV. Surprise with small things

Once the basics have been covered, loving customers with small things will make you their choice.

V. Cultivate a customer-centric culture

Adjust processes, hire people with service attitude, train them and check consistency.

VI. Start loving your customers

Individual and corporate application to delight your customers: 100 ways to make your customers fall in love.

David Gomez

Know more about the author and his passion for making a difference in this world.

Meet David

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