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Want your organization to stand out?
Many organizations chase differentiation in obvious places: products, services, marketing campaigns.
But in focusing on the obvious that they’re missing the opportunity for something extraordinary.
Here’s what iconic brands understand: The most powerful opportunities for distinction often hide in plain sight. They’re in the everyday moments, the small details, or in the unexpected places that others overlook.
Once you learn to spot these opportunities, ordinary moments become extraordinary experiences. Simple interactions create the type of lasting impressions that people remember, share, and come back for.
And then these unexpected touches become your signature – the kind of distinction that others admire but can’t quite replicate.
Watch this clip of Ron’s keynote at Minor Leadership Summit to discover how to build this self-sustaining service culture.
#VideoPosts #CustomerService #ServiceCulture
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Below is an Autogenerated Transcript
So, Changi Airport has to keep innovating. If you fly from England to Australia, but you fly through Singapore and you have a nine-year-old boy, and in that layover of four hours, what do you want your boy to do? Burn energy. So they put a three-storey indoor slide, and the mother says, “Do it, do it, do it, do it, do it” so that on the next flight, the boy will… [snoring sound]. And who values that? Everybody. Exactly right. My wife makes me do it before we fly.
They put a butterfly garden in the airport. But where did they get the idea? Hospitals. Why? Because in airports, you always have to wait. There’s always a little bit of nervousness, and there’s a lot of people coming and going. In hospitals you always have to wait, there’s always some nervousness, and there’s a lot of people coming and going. So, hospitals figured out that they should have gardens so people can relax, and gardens have flowers and flowers bring butterflies. So, Changi Airport went right to the butterflies. They put it in an area for people to rest.
You have seen people in an airport lying on the floor, yes? How did you feel? Not nice. So, they put this not only for those people, but for everybody else who’s walking by who says, “This airport takes care of its customers.” Why? Changi Airport is saying that the experience has got to be by design. It’s not just the security process, check in process, retail process, boarding process. No. They’re creating a passenger experience.
