Small businesses delivering the magic ingredients for epic customer service

Delivering epic customer experience is often found in some form of a differentiator that makes the experience stand out. This USP or magic of customer engagement is something that comes more readily to small firms looking to go the extra mile in winning their customers loyalty and purchasing power. A small business will court a prospective buyer and consider a negative experience as potentially critical. Where they often have a smaller community of buyers or followers the voice of a single customer carries more weight and as a result means more to them. So how do they add this extra magic that results in epic experiences?  Small touches and a more personal feel are often listed as the difference, a better awareness of the customer and more empathy for their needs. No big bangs or fireworks but simply making the customer feel important to the company and making them feel valued. Big companies often lose this but maybe they should all spend a week with a start up and see how hard they work to meet their customer needs and build this into their customer journey and start giving a more epic experience.