Sometimes the most minor details, can completely frame an experience. And more often than not, it’s the smallest gesture — with great timing and execution — that makes the biggest difference.
For example:
1) I will always remember that when I try to call AT&T tech support for my iPhone they’re usually closed, but T-Mobile was always open. You cut costs, but you lost my loyalty.
2) I will never forget that Facebook wished me a happy birthday. Facebook, you’re like a friend to me now…. MySpace who?
