My First Million
The best business ideas come from noticing what's working and doing it better, faster, or for a different audience.
Identify and enhance overlooked customer interaction points for maximum impact
Any business with customer interactions, especially digital businesses, service companies, and retailers
One-time analysis with ongoing optimizationWhat Success Looks Like
Customers notice and remember your business because you care about details others ignore. Increased customer loyalty and word-of-mouth from small but thoughtful improvements.
Steps to Execute
Map every single customer touchpoint from first awareness to post-purchase
Identify touchpoints that every competitor handles the same boring way
Focus on moments when customers might be frustrated or bored
Brainstorm creative ways to make each forgotten touchpoint more awesome
Implement changes starting with easiest/lowest cost
Measure customer reactions and word-of-mouth generation
Checklist
Inputs Needed
- Time for thorough touchpoint mapping
- Team brainstorming sessions
- Small budget for implementation
- Customer feedback collection system
Outputs
- Enhanced customer experience at overlooked moments
- Competitive differentiation through attention to detail
- Increased customer stories and word-of-mouth
- Higher customer retention and loyalty
Example
“Car dealership realizes new owners open glove compartment for first time a week after purchase. Puts $15 Starbucks gift card with thank you note inside. Customers call it the best part of buying experience.”
Related Knowledge
Three Categories of Unreasonable Hospitality
A systematic approach to customer experience divided into three categories: one size fits all (improving every touchpoint for everyone), one size fits some (pattern recognition for recurring situations), and one size fits one (personalized gestures for individuals).
Rules for Productive Criticism
A systematic approach to giving feedback that positions criticism as investment in someone's growth rather than negative judgment.
wanting-to-be-liked-leadership
playing-the-game-too-long
Enable systematic execution of creative hospitality ideas without bandwidth constraints
Frontline staff consistently execute creative customer experience ideas because someone dedicated removes execution barriers.
Go to the Tapes for Successes
When something works exceptionally well, analyze it as thoroughly as you would analyze failures to understand exactly what made it successful and how to replicate it.