There are three key components to CX4.0* (the label I use to describe a new era of customer experience) and one is making the everyday things uplifting.

I say uplifting rather than exciting because the bar is set at a relatively low level as is illustrated by this example received by a friend of mine called Liz.

She subscribes to an independent coffee company who, each month, mail her a selection from their extensive range.
Spotting that her client shared the same name, Lizzie of, fulfilled my friend’s order with a handwritten message on the delivery note.

It’s a little detail, a tiny one in the scheme of things, but it’s one that caused my friend to feel good about her coffee delivery, to post about it in our whatsapp group chat and consequently me describing it here for our 6,000 subscribers to read.

Little detail, Big difference. I’ve found that typically, three things need to be in place to deliver this element of CX4.0.

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