One of the main tenets of our approach to CX is that great experiences come through understanding your customers. We practice it ourselves, we teach it as a technique in our book, and we measure against it in our Experience Scan.
I tripped over a sweet example of a service that exemplified our missive this week: Little Wigwam jigsaw puzzles. A company producing and selling children’s products with green credentials, Little Wigwam replaces single pieces when they get lost. It’s a beautiful gesture and demonstrates an astute understanding of their customers: it stops puzzles being replaced wholesale when a single piece is lost and it saves untold frustration for parents. Sweet.
