{"id":31549,"date":"2017-06-28T00:00:00","date_gmt":"2017-06-28T00:00:00","guid":{"rendered":"https:\/\/hyken.com\/how-can-thinking-small-propel-you-to-greatness\/"},"modified":"2024-01-18T20:47:08","modified_gmt":"2024-01-18T20:47:08","slug":"can-thinking-small-propel-greatness","status":"publish","type":"post","link":"https:\/\/hyken.com\/customer-experience\/can-thinking-small-propel-greatness\/","title":{"rendered":"How Can Thinking Small Propel You to Greatness?"},"content":{"rendered":"<a href=\"https:\/\/hyken.com\/customer-experience-2\/can-thinking-small-propel-greatness\/\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" decoding=\"async\" class=\"alignleft wp-image-12854 size-full\" src=\"https:\/\/hyken.com\/wp-content\/uploads\/2022\/11\/Small-Changes-Make-Big-Impact.jpg\" alt=\"\" width=\"360\" height=\"432\" \/><\/a>It was a major meeting for my friends at <a href=\"https:\/\/www.volkswagen.com.au\/en.html\" target=\"_blank\" rel=\"noopener\">Volkswagen Australia<\/a>. This was their Customer Experience Summit, and the theme for the meeting was \u201cThink Small: Big Differences Come from SMALL Details.\u201d\r\n\r\nJason Bradshaw, the Director of Customer Experience, shared his vision about Volkswagen Australia being recognized and known for their amazing customer service. His goal is for VW to be one of the best in the industry. His bold move was to tell the audience, which consisted of the ownership and management of the Volkswagen dealerships throughout the country, that everyone should <em>think small<\/em>. Really? How can thinking small propel you to greatness? Well, it turns out Jason was onto something&#8230; BIG!<!--more-->\r\n\r\nIt doesn\u2019t matter what type of business you are in, the bar for typical \u2013 or average \u2013 customer service is set low. Very low. That is a shame because virtually any business that doesn\u2019t yet have a stellar reputation can be more competitive and successful if they would pay more attention to how they deliver customer service. All they have to do is be better than average \u2013 higher than the bar. And, how much better do they have to be? Just a little better. A small improvement. A minor tweak. That\u2019s what makes big differences. And when that \u201cjust a little above average\u201d interaction is something that happens again and again, as in it being consistent, then the customer says, \u201cYou are <em>amazing<\/em>!\u201d\r\n\r\nThere are two parts to this concept you must pay close attention to. First, you have to find the places to be above average. Break down every interaction, or touch point, that you and your organization have with the customer. Then look for a way to make it better \u2013 even just a tiny bit better. Yes, it\u2019s okay \u2013 even encouraged \u2013 to think small.\r\n\r\nSecond, you have to bake it into the process or system. It must be consistent. All the time. Not great one day and just okay the next. Anything less erodes the <a href=\"https:\/\/hyken.com\/customer-confidence\/guarantee-your-products-and-service-to-create-customer-confidence\/\" target=\"_blank\" rel=\"noopener\">customer\u2019s confidence<\/a>.\r\n\r\nSome of you might have been told to be bold and to think big! I love the idea of thinking big. Anything can be considered. The craziest ideas can and should always be shared. And, when you get an idea that works, then you have the opportunity to improve. But, sometimes those opportunities are few and far between. And, big could also mean expensive. Yet, I don\u2019t think anyone would disagree that it is easier to think small \u2013 and it\u2019s much easier to implement small ideas. Lots of small things can become a big deal.\r\n\r\nAll Jason Bradshaw of VW wants his dealerships in Australia to do is to embrace the concept of improving customer experience by just one percent. That\u2019s it. Just one small percentage point. Make it one percent better than average. And, doing that across the board can mean huge improvement. It\u2019s noticeable because it\u2019s consistent. Thinking small the right way can be huge!\r\n\r\n<em><a href=\"https:\/\/hyken.com\/\" target=\"_blank\" rel=\"noopener\">Shep Hyken<\/a>\u00a0is a customer service\/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep\u2019s\u00a0<a href=\"https:\/\/hyken.com\/speaking\/\" target=\"_blank\" rel=\"noopener\">customer service and customer experience keynote speeches<\/a>\u00a0and his\u00a0<a href=\"https:\/\/hyken.com\/training\/\" target=\"_blank\" rel=\"noopener\">customer service training workshops<\/a>\u00a0at\u00a0<a href=\"https:\/\/www.hyken.com\/\" target=\"_blank\" rel=\"noopener\">www.Hyken.com<\/a>. Connect with Shep on\u00a0<a href=\"https:\/\/www.linkedin.com\/in\/shephyken\/\" target=\"_blank\" rel=\"noopener\">LinkedIn<\/a>.<\/em>\r\n\r\n<em>(Copyright \u00a9 MMXVII, Shep Hyken)<\/em>","protected":false},"excerpt":{"rendered":"<p>It was a major meeting for my friends at Volkswagen Australia. This was their Customer Experience Summit, and the theme for the meeting was \u201cThink Small: Big Differences Come from SMALL Details.\u201d Jason Bradshaw, the Director of Customer Experience, shared his vision about Volkswagen Australia being recognized and known for their amazing customer service. His [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":38732,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[6791,6800,6807],"tags":[5875,2313,5272],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.5 (Yoast SEO v22.5) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How Can Thinking Small Propel You to Greatness? - Shep Hyken | Customer Service Expert<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/hyken.com\/customer-experience\/can-thinking-small-propel-greatness\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How Can Thinking Small Propel You to Greatness? - Shep Hyken | Customer Service Expert\" \/>\n<meta property=\"og:description\" content=\"It was a major meeting for my friends at Volkswagen Australia. This was their Customer Experience Summit, and the theme for the meeting was \u201cThink Small: Big Differences Come from SMALL Details.\u201d Jason Bradshaw, the Director of Customer Experience, shared his vision about Volkswagen Australia being recognized and known for their amazing customer service. 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