When it comes to customer experiences, oftentimes small is greater than big. In part 2 of our discussion with Tom Peters, we talk about the small changes that can have a big impact. Ultimately, it all comes down to execution, and the small courtesies that strike the deepest.

Tom Peters has written nearly 20 business books, and has been called “the Red Bull of management thinkers.” You can follow him on Twitter at: https://twitter.com/tom_peters