It’s the
Small Things
Overview
However, many organizations fail to turn the customer experience into a true competitive advantage due to a lack of alignment across departments and weak coordination throughout the various stages of the customer journey.
Differentiating through experience may seem like a daunting task—it often requires policy changes, system upgrades, cultural transformation, and new behavior models. It’s costly, time- consuming, and demands sustained effort.
But there is another way: the small details that win hearts. In this keynote, David shows how simple, accessible, and easy-to- implement actions can create a surprising impact on customer perception—without large investments.
Experience is presented as a tangible differentiation strategy. Through real, varied, and memorable examples, the audience is guided along a practical roadmap to apply these ideas in their own work.
The backbone is the Customer Journey, broken down into three key stages: before, during, and after the purchase. Every touchpoint is an opportunity to create value, and David emphasizes how every department in the company plays a vital role in this mission.
Because customer experience doesn’t depend on a single hero—it relies on the collective commitment of the entire organization. It’s the Small Things is an invitation to rediscover the magic of surprise in a world where relationships are increasingly automated—and where few companies dare to make it their true philosophy of life.
The audience will leave with:
- Awareness of the power of small details as a differentiation strategy. Understand how simple, memorable gestures can create a sustainable competitive advantage.
- Tools for immediate application. Support materials, examples, and resources that make it easy to put the message into action starting the very next day. These include “50 ways to delight a customer” and “70 ideas to engage your team.”
- Inspiration to move from ideas to action. Multiple real-world cases and concrete practices that show how to surprise the customer without large investments. An invitation to make good service a habit, not an exception, as a daily work philosophy.
- Connection between areas for a coherent experience.
Understand that the customer experience doesn’t depend on a
single actor, but on the coordinated effort of the entire organization. - Revaluation of each person’s role in the customer experience. Recognize that any employee, from any point of contact, can make a difference and delight the customer.
- 12 ”It’s the Small Things” learning capsules. Each composed of a video, a document, and a reflection, so the team can continue working on creating experiences. These are also used to disseminate the message to other people within the organization.
Thematic blocks of the keynote
Customer experience as a differentiator
Value propositions are becoming increasingly standardized. Outstanding service and memorable experiences are what will make the difference.
If the basics don't work, small things won't surprise
Under equal conditions, small things aim to differentiate, not compensate for structural flaws (which customers do not forgive).
It's not a department; it's the entire company
The experience is the sum of interactions the customer has throughout the entire process. Customer service is not a department; it’s a philosophy.
Small Things = people + processes
The impact of experiences is determined by people’s attitudes and the smoothness of processes, supported by technology.
How to design experiences
Good service doesn’t happen by the grace of the Holy Spirit; it’s a carefully planned sequence of events. Multiple ways to enchant a customer.
Ideas to captivate before they become customers
A prospect is evaluating you even before you contact them. How to send the right message to attract new customers.
Ideas to surprise during the relationship
Once the customer says ‘yes,’ it’s time to unleash the magic. Careful details validate that they made the right decision.
Ideas to delight after the business relationship
We are good at conquering, but not so good at saying goodbye. Learn how to melt the customer, even when the relationship ends (you can reverse the decision).
10 principles to create memorable experiences
A synthesis of the key aspects to implement in making the customer experience your main standard.
In-person or virtual format
In-person Keynote
Live Webinar
Audience in which this topic fits best
Perfect audience
Ideal for engaging all areas of the company in the service crusade, as well as enticing allies and distributors to put the customer at the center. Actions to make the customer stay, increase purchase frequency, and refer you.
Match by profile
What does the audience take away?
Concrete ideas to begin enchanting customers and supporting materials to convey the message to the rest of the team. Recognition that providing amazing service is not optional, it’s a matter of life or death.
What's included in each presentation
In-person Keynote
Amazing stage presentation, printed materials for attendees (memories of ‘It’s the Small Things’ concepts, and 50 ways to delight your customers), raffle of physical books among the audience, and online knowledge capsules for further reinforcement (videos and PDFs with practical application exercises). In Spanish.
Live Webinar
A virtual experience like few others, digital materials for attendees (memories of ‘It’s the Small Things’ concepts, and 50 ways to enchant a customer), raffle of online courses of ‘Detalles que Enamoran,’ and digital knowledge capsules for further reinforcement (videos and PDFs with practical application exercises). In Spanish.
Passion for nurturing customers for life
