KEYNOTE
It’s the
Small Things
How to make your customers fall in
love so they won’t even consider
buying from anyone else
Placing the customer at the center means that every area of the organization is responsible for the customer’s experience, through action or inaction. Tools for creating memorable experiences. What do you achieve? More loyal customers, less sensitive to price and competitive offers. Improved employee attitude and processes’ efficiencies that transform indifference into preference.
Overview
Delivering memorable experiences is one of the most powerful ways to justify a premium price. Customers are willing to pay more when they feel the service they receive is truly worth it.
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.
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.
Because in a world flooded with indifference and impersonal transactions, details have the power to touch emotions, break the routine, and turn an ordinary interaction into an unforgettable experience. It’s those unexpected gestures that transform indifference into preference and generate genuine loyalty.
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.
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.