Sandra Beckwith – författare

Its the Small Things is an invitation to take customer experience seriously; not just as a sustainable way of differentiation, but as a way to improve your customer service and inspire your team. Its intended for all people and organizations who want to go beyond selling something to meaning something. Its about moving past carrying out mere commercial transactions to building relationships and surprising with pleasant experiences.Creating memorable experiences is a powerful form of differentiation. Value propositions are becoming homogenized, so audiences pay less and less attention every time. No matter what you sell or what industry youre in, everything implies a significant level of service. Whether you are a sales rep, a freelancer, or the head of a large corporation, the service you provide and the experiences of those who buy from you make a difference. Each experience determines whether a customer will buy from you again and recommend you to others, or whether it will be the first and last time you see them.Its about how your customers perceive all of their interactions with your company. These interactions happen all the time: before, during, and after the purchase; with all kinds of people and processes. The quality of the experience isnt determined by the company, but by the customer according to his own perception and expectations.This book offers examples from different parts of the world, especially from Latin America.