Details Matter In the Customer Experience


I don’t like shopping. Yes, I’m a woman and I don’t like shopping.

I should clarify. I don’t like getting out in malls and retail shops, but I do love buying new things. Hence, I do a lot of my shopping online.

I bought the dress, shoes, belt and lipstick for next big keynote online. I get my groceries delivered to my front door. My MacBook was an online purchase. I order a lot of things online.

And I notice things. Like, was the shipment delivered on time? Did the merchant send shipment confirmation? Was my item damaged in shipment? Was shipment fast? Is customer service easy to reach? How helpful is the online FAQ section?

Last week in my grocery order, my can of whole tomatoes was smashed and split wide open, making the tomatoes unusable. These little details, on time or not on time, confirmation sent or not, or damaged goods all makeup the customer experience. Every detail matters.

So, when I got a special delivery on my porch from Williams-Sonoma today, I was surprised and delighted to see how carefully my order was wrapped.

I ordered Pumpkin Bread mix and Pecan Pumpkin Butter. Yummy! I bought these special items for a fall dinner I’m hosting in my home in a few weeks. I opened the box to find my Pecan Pumpkin Butter nestled safely in airtight bubble wrap.


My eyes lit up and I just had to take a photo. The glass jar was perfectly intact. More than that, I was so delighted that Williams-Sonoma had taken the time to carefully secure my glass jar so that I can impress my family with a unique and tasty bread spread during my fall dinner. If only the merchant who sent my canned tomatoes had taken such care.

The Bottom Line

When it comes to the customer experience, details matter. Take the time to identify customer pain points and have an answer to the pain points so that your customers get the best possible customer experience. Also, try to anticipate questions your customers will have and answer those questions proactively. When you do, you’ll surprise and delight your customers and you’ll develop a reputation for a great customer experience.