If you’ve ever read The Power of Moments, by Chip & Dan Heath, you would’ve learned a very important marketing and customer service lesson. 

You only need one exceptional touchpoint to wow a customer. 

You don’t have to nail every single touchpoint – you can make clients rave about you by doing just one thing that is unique and heartwarming.

So instead of obsessing about every single part of your customer service process – and mastering none – focus on making just one part of your process exceptional.

That can be enough to earn repeat and referral business from your customers.