Even a small Wow! makes a customer feel understood and catered to


Share on LinkedIn

Even a small Wow! makes a customer feel understood and catered to

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.

Republished with author's permission from original post.

Lea Ward
Director at C.Note, a customer experience design & strategy firm based in Amsterdam. Active blogger & author of Trust Equity: How to create products & services that matter. Award winner IxDA 2012.


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here