FEATURED POST OF THE WEEK

Our long-form article of the week. You can always view the current and past featured posts on Empower’s blog.

Small details, big wins (or not): Lessons in customer experience

One of the early topics I wrote about in this newsletter was the importance of customer-centric operations. Since then, I’ve come across even more examples that validate how a great customer experience drives success and builds loyalty.

This week, I’m sharing five “case studies” that illustrate the impact of positive (and negative) customer experiences and the imprint they leave on the people who ultimately decide whether you’ll have a business long-term or not. After all, without customers, it’s hard to have a sustainable business.

Two of the examples come from larger brands and the other three stem from recent personal experiences with smaller businesses.

Small gestures at a nail salon

I go to a natural nail salon in Nashville. Even though I pay a premium and drive out of my way, the experience keeps me coming back.

What stands out? The staff makes me feel seen when I walk in the door.

One detail, in particular, about the experience makes me like a valued customer upon entrance. When I walk in the door, the woman behind the front desk greets me by name with, “Hi, Jessica! I’ll get you checked in.” She made a connection and learned my name. In my observation, this gesture extends to other customers, too. It’s such a small thing, but it makes a difference and I feel valued.

Customers drifting from Starbucks

In October, The New York Times published a piece about Starbucks’s customer challenges and how its new CEO, Brian Niccol, planned to address them. Customers voiced frustrations about long wait times and the increasingly transactional experience. Even Niccol admitted the brand had strayed too far from its roots.

He took swift action, with initial changes geared toward processes to improve customer interactions with Starbucks, including:

• Setting performance metrics to reduce wait times to under four minutes.

• Delivering brewed coffee at the counter.

• Removing extra charges for non-dairy milk.

• Reviewing store designs to revive the cafe experience.

• Promising no price increases in 2025.

Niccol recognizes how crucial getting these shifts toward the customer right is to reversing revenue declines. We’ll see, in time, if they achieve the desired results.

E-commerce and the holiday gifting season

During the holiday season, I noticed how few retailers offered thoughtful touches like gift wrapping or personalized notes. Friends and family kept texting: “Don’t open that package—it’s your gift!” I was forced to do the same.

I understand that offering gift options introduces operational complexity. But these small details can elevate the experience during this sentimental time of the year. I’d gladly pay extra if it meant the recipient felt special and seen. Would you?

Human-led customer service with Chewy

Chewy’s people-first approach to customer service fuels loyalty and growth, setting it apart from trends toward AI-dominant customer support. In a recent Fast Company article, CEO Sunit Singh emphasized first principles and encouraged people to focus on:

• Courtesy over efficiency.

• Making the ordinary extraordinary.

• Going above and beyond customer expectations.

Singh firmly believes the customer experience can build defensive and offensive moats, even in the most saturated industries. Whether in remembering customers' pets’ names or offering flexible return policies, Chewy strives to reduce friction at every turn. The company’s doing something right. Chewy generates more than $11 billion in annual sales in a competitive market.

A retailer’s customer service snafu

Recently, my husband wanted to buy a dress shirt. He’s precise about fit, so he reached out to the brand’s customer support with a logical request: the shirt’s size measurements since they weren’t listed on the website.

The support rep’s response (I’m paraphrasing): You need to call our retail store to get that information.

I couldn’t believe the reply. Why should a customer do extra work to get basic product details? This frustrating experience could’ve been prevented with better training and processes. Unsurprisingly, he didn’t buy the shirt.

Beyond a great experience

At the core of a great customer experience is empathy: anticipating needs, removing friction and making customers feel valued. But that alone isn’t enough.

Crafting a memorable customer experience requires a strong foundation of culture, people and operational design working together. When you get those elements right, your customers will notice—and they’ll stick around.

WEEKLY DOSE OF EMPOWERMENT

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Get your quarterly rocks in order

Do you know what rocks you’re moving this quarter?

Well, not literal rocks, but figuratively the big things that need to move for the business this quarter.

“Rocks” are a concept from EOS, the Entrepreneurial Operating System, which helps businesses operate more effectively. EOS centers around six core components, and “rocks” fit into the “traction” component, which focuses on turning vision into reality through disciplined execution.

What are rocks?

Think of rocks as the 3-7 most strategic goals that will help you get closer to achieving your vision over the next 90 days.

Like other goal-setting methods, the benefits of setting rocks each quarter include:

• Increased alignment amongst your team.

• Greater clarity about what a successful quarter looks like.

• Building momentum to drive consistent progress.

By breaking audacious goals into manageable steps, your vision feels more achievable. For instance, if your goal is to triple revenue in 2025, outlining the actions you need to take each quarter makes it far less daunting.

I’m a believer that companies should implement the operating rhythm and goal-setting frameworks that work best for them. If you’re stuck, I’m pointing out rocks as a tool that might help you take the next step.

JESSICA’S READ, OR LISTEN, PICK OF THE WEEK

A little something that got my gears turning this week and might pique your interest as well!

From Google Cloud’s Blog: AI’s impact on industries in 2025

TL;DR

AI will continue to be a topic on the minds of business leaders this year. In December, Google published a piece outlining business trends they expected.

The author interviewed Google Cloud leaders across various industries to gather perspectives. If you operate in any of these industries, you may find this a worthwhile read.

Key highlights:

• Retail: Focus on deploying AI for customer service, marketing and digital commerce.

• Financial services: Compliance needs lead to AI use cases centered on cost savings over revenue growth.

• Healthcare: Another highly regulated industry, healthcare companies will use AI for routine, time-consuming tasks to improve productivity.

• Media and entertainment: Use cases will span the entire media supply chain, from production to audience experience.

JUST FOR FUN

Really, this section is just for fun. Who knows what will be in store each week?

Last week, I took a whirlwind trip to my hometown — New York City — and spent several days meeting new faces, reuniting with old and enjoying spots I miss and crave.

Here’s a rundown of where I went:

• Brooklyn brunch @ K’Far.

• Got nostalgic about my old neighborhood @ Butler Bakery.

• High-quality sushi takeout @ Sushi of Gari.

• Indulgent treats @ Levain Bakery.

• Networking happy hour @ The Smith.

• Exploring something new in Brooklyn @ Margot.

• Perusing Williamsburg with stops at Beam, McNally Jackson, Snowpeak and Credo.

• A warming bowl of pasta @ Misi.

• A new place for a caffeine fix and founders meetings @ Dear Coffee.

If you’re in New York, or planning a trip soon, perhaps you now have new inspiration!

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There are four primary ways Empower can partner with you to support getting your business to the next level. Click the image below to learn more about our core offerings.

If you’re ready to take the step, reach out to discuss how we can support your goals. 

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