We believe that by providing a "WOW" customer experience, we ensure customer’s satisfaction. As a result, we tend to focus on big, new initiatives.
Research shows that focusing on the ‘Big’ things and overlooking the ‘Little’ things may be a really big mistake when it comes to customer service and how our brains work.
Most customers will be happy if things just work, first time, easily and all of the time.
Minimize their disappointments, fix the little things that often go wrong and avoid negative surprises; and it's pretty likely that you'll create happy customers.