Reviewlet: The Tipping Point - Broken Window Theory
July 6th, 2008 Posted in ReviewletA quick comment on Malcolm Gladwell’s Tipping Point
Small Things Really Can Make A Difference
One my most meaningful takeaways from Malcolm Gladwell’s The Tipping Point comes from his discussion of the Wilson and Kelling’s Broken Window Theory. The theory posits that large problems can result from disregarding smaller issues. By ignoring broken windows, uncollected trash and graffiti, communities and cities risk the development of larger problems. Of course, this theory is not the only explanation for why neighborhoods decline, but I agree wholeheartedly that it can be an important factor.
Relevance?
Customer service and customer experience is all about the details. One of my favorite examples of superior attention to detail and great customer service is Wufoo sending a handmade card to one of their customers to thank them for using their service. You can be sure that a company that goes to those lengths will not let the small things slip by.
One Response to “Reviewlet: The Tipping Point - Broken Window Theory”
By Bryan on Feb 24, 2009
http://www.boston.com/news/local/massachusetts/articles/2009/02/08/breakthrough_on_broken_windows/?page=full