This one’s about: The attitude adjusting powers of Woodford Reserve, the party scene in airport terminals, and moments of clarity in a P.F. Chang’s. What’s the ROI of a smile? How can anticipation and spontaneity take your brand from respected to preferred? Today, Steve and Emily discuss how the smallest moments can have the biggest impact. 

Resources mentioned in this episode:

The Culture Blueprint by Robert Richman

Delivering Happiness: A Path to Profits, Passion, and Purpose by Tony Hsieh

How I Built This with Guy Raz | Zappos: Tony Hsieh

The Advantage: Why Organizational Health Trumps Everything Else in Business by Patrick Lencioni 

Ideas to get you started on some little things:

Personalization

Anticipation

Familiarity

Empathy

Complimentary goods/services

Establishing trust

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