In my last guest post for Stella Connect I ponder a couple of annoying questions:

Why is it that people can instinctively do things that make a friend, partner, or even a total stranger feel special or welcome in their personal lives, yet in a professional capacity those same people often cannot do the same for customers?

And why is it that many small businesses are capable of providing exceptional service, yet many large companies with far greater resources at their disposal find this impossible?

The short answer:

As a business scales or an individual switches from a personal to professional context, three things are often lost that are essential to creating exceptional customer experiences: psychological proximity, autonomy, and skin in the game.

Thanks to Hannah McCabe for the opportunity to share my ruminations. It's been fun.

#customerexperience #cx

See this post on LinkedIn