Invisible Expectations

As consumers we are genuinely unaware of good customer experience and what it takes to produce that customer experience. When I walk into Chick Fil A I don’t think about the thousands of dollars that are spent on AC. It is so expected that I would only notice it if it wasn’t working and then I might even complain.

It’s the small things, the things that make an experience feel effortless or normal. It is all of the small, purposeful and intentional details in place that give us beautiful customer experiences.

These small details are also sometimes not even noticed consciously by our customers, rather they are simply felt and always expected even when we think they aren’t.