Little Things Equal Big Experiences

Little Things Equal Big Experiences
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Professional Speaker and Business Communication Expert
4 min read
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I live next to Central Park in New York City. A few times each week, I make an effort to escape the concrete jungle, walk around the park, and people-watch. It's time I spend escaping my own mind, thinking of new ideas, and appreciating the beauty of the area in which I live.

It may sound a bit fluffy, but that’s how I roll.

Last week, during my temporary exodus, I encountered a young family with twins. One parent was behind the camera while the other was attempting to corral two squirmy toddlers. I walked up to them, told the camera-wielding parent to join the rest of the family, and took a few shots. While they were checking the images to make sure they were to their liking, I found out they were from , they were in the city for three days after vising an ailing family member upstate, and that it was the first time they had gone on a family trip since the twins were born.

Taking pictures for others is one way to be part of a lasting memory that those in the frame will cherish forever. They never asked for my name--I never asked for theirs--but the picture I took will be with them for years to come. I smiled, wished them a great rest of their trip, and walked away.

Without fail, every time I wander around the park there are people trying to capture a moment. Maybe it's a couple taking a , a family of four where one person is taking the picture and only three are in the final product, or a solo traveler who is trying to document a journey—in every situation, these people are trying to hold on to a feeling that they’ll take with them long after they exit the park.

Every time I escape my status quo, one of my personal goals is to find these people and offer to take pictures. I want to do something that will stick with them as they continue their trip in the city and beyond—I want to help create a positive experience.

If you want your customers to keep coming back, and your employees to keep performing at a high level, you have to create these positive experiences.

Related: How to Retain Millennial Employees Through Workplace Equity

What do you do for your customers that moves you away from being a mere service or merchandise provider to a business that delivers a service or product experience?

How do you create positive experiences for your employees that enable them to see their role in the larger company vision and leave a feeling of belonging that sticks with them long after work is done?

Here are some questions to ask yourself.

Customer Experiences

  • What is your customer on-boarding experience?
  • How do you communicate to your clients pre- and post-sale?
  • Do you check for customer satisfaction, usage rates, and post-purchase needs?
  • Do you thank your clients in a way that is meaningful and memorable?
  • How can you provide additional utility to your customers in a way that will add value to their lives?

Employee Experiences

  • What are you communicating to your employees on a daily basis that will stay etched in their minds?
  • What are the little things that you do to enhance the employee’s ?
  • Do you ask your employees what they want, and what they need, to develop?
  • Are you continually mining for feedback and creating an open channel of where employees feel comfortable presenting concerns?
  • What are you doing on a regular basis to show employees that you care, that you support them, and that you want them to develop individually as professionals and as people?

It doesn't have to be a profound gesture to make a lasting impact. Sometimes it’s as simple as taking a picture.

Related: 3 Phrases That Kill Intrapreneurship

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