https://completemarkets.com/company/CompleteMarkets/Articles/content-package/IMMS-Library/TabCategory/article-post/372/Sweat-The-Small-Stuff-Succeeding-By-Serving-The-Customer/
... businesses today aren't sweating the small stuff, concentrating instead on the big picture, ' including automation, advertising media, Web sites, and mergers and acquisitions. Unfortunately, these same businesses may have relegated their customers to the status of small stuff. Last year, I witnessed an example of this situation when I spoke with customers of a regional movie theater chain during four major consumer focus sessions. Over dinner and a three-hour fact-finding session, we discussed the entire theater experience, and I exposed them to some innovative ideas that everyone at the corporate office felt would be significant in building and maintaining customer loyalty. Although the customers appreciated most of the ideas, they expressed a different mindset regarding what was really important to their theater-going experience. Their No.1 concern was clean bathrooms, followed by clean lobbies and ... The Small Stuff gave me pause to think. Many businesses today aren't sweating the small stuff, concentrating instead on the big picture, ' including automation, advertising media, Web sites, and mergers and acquisitions. Unfortunately, these same businesses may have relegated their customers to the status of small stuff. Last year, I witnessed an example of this situation when I spoke with customers of a regional movie theater chain during four major consumer focus sessions. Over dinner and a three-hour fact-finding session, we discussed the entire theater experience, and I exposed them to some innovative ideas that everyone at the corporate office felt would be significant in building and maintaining customer loyalty. Although the customers appreciated most of the ideas, they expressed a different mindset regarding what was really important to their theater-going experience. Their No.1 ...