Let’s make it feel better

Last time, I talked about how people don’t always remember what you say or do ... they remember how you made them feel.

That’s the heart of customer experience. It lives in the small details. The subtle moments. The things we often overlook.

Because, in the end, it's not systems talking to systems. It's people, interacting with people. And those people - your customers - remember the feeling.

Not the price. Not the delivery speed. But how they were treated. Whether they felt seen, heard, appreciated.

I know it sounds idealistic, maybe even naïve, but I genuinely believe:

We all have the chance to make the world just a little bit better. Not all the time. Not with grand gestures. Just once in a while. With small, intentional kindness.

Like bol.com sending a handwritten card after someone mentions a birth during a helpdesk call. Or the Coolblue delivery people smiling, chatting, taking just that one extra second to connect.

Compare that to Mediamarkt. Same product, same delivery, but a completely different feeling. No eye contact. No smile. Just... a transaction.

And maybe it’s not their fault. Maybe they’re tired. Or overworked. Or just having a bad day. But still, it made a difference. And it stuck with me.

That’s the thing: small gestures carry more weight than we think. A smile. A genuine “thank you”. A moment of humanity in a world that sometimes runs on autopilot.

I’m not asking anyone to become saints. I’m just saying: hold the elevator. Let someone with one item go first. Say something kind. Choose the slightly harder, slightly warmer option.

Because it’s not just about business. It’s about being human. And the way we treat each other - especially in the little moments - is the experience we leave behind.

Let’s all just try.

Try to make someone’s day 1% better.

Try to be the kind of presence you’d like to bump into.

That’s where real customer experience starts.