You have a product and your only concern is that product right?
Wrong!
Sometimes the more important aspect is the customer experience. There are many examples of this, one that comes to mind is Disney Theme Parks, sure a good portion of their product is the rides, but they would not be any different than a six flags, or even worse, if not for the experience that they provide, from focus on cleanliness (finding a full trash can at Disneyland is next to impossible), to each employee being a "cast member" whether they regularly interact with visitors or not.
So what does this have to do with your business, small or large? You are not Disneyland, and may not even aspire to be anything like Disneyland. What does this have to do with you?
Let me give you an example from the smallest, and for most young women the earliest business: babysitting.
Having young children, my wife and I utilize babysitters on a regular basis. Some are better than others, the babysitters that we have been impressed with the most have done one thing very important, they have provided a positive experience for our children that makes the children request them more. One in particular brought a personalized picture for my older daughter to color that she just printed at home before she came. Another did multiple activities with the kids including coloring with sidewalk chalk, etc.
Experience makes a difference, now what is the experience that you provide?
