Little details = Big improvements.

In a group discussion on the point that in a highly competitive environment, it’s the little details that make all the difference to our customers’ experience. One delegate compared his approach to the philosophy adopted by GB’s highly successful cycling coach David Brailsford of ‘aggregate marginal gains’, because the sum of many small positive interactions with customers adds up to something big. It’s a simple principle that can be applied to any situation to improve performance.