Want to stand out in customer experience?
Don’t copy the best - exploit their blind spots.
Turn overlooked customer moments into your biggest competitive advantage.
A Lesson From the World’s Best Restaurant
One of the most valuable lessons in customer experience comes from American restaurateur Will Guidara, known for Unreasonable Hospitality. When leading Eleven Madison Park, Guidara didn’t just study the world’s top restaurant to see what it did well. Instead, his team was tasked with finding what was disappointing. Why? Because that’s where opportunity hides. Rather than copying what competitors do well (which only leads to becoming a watered-down version of them), focus on the things they overlook. Identify the gaps — the underwhelming, frustrating, or robotic moments — and then make those exact moments unreasonably good.
Highlighted Quote:
"Rather than copying what your competitors do well (which makes you a watered-down version of them), focus on the things they overlook."
Find the gaps, the moments that are underwhelming, frustrating, or robotic. Then double down on making those exact things unreasonably good.
Scale Your Competitive Intelligence with CX Index™
Every organization should regularly walk through the customer journey their competitors offer — not just to learn from what they do well, but to spot the gaps they leave wide open.
That’s where opportunity lives.
Scale Your Competitive Intelligence with CX Index™
Every organization should regularly walk through the customer journey their competitors offer — not just to admire their strengths, but to uncover the weaknesses they leave wide open. That’s where competitive advantage lives. CX Index™ makes this scalable by helping organizations capture this intelligence directly from their own customers:
These aren’t just survey questions — they’re strategic opportunities waiting to be acted on.
Be Great Where Others Are Average
In customer experience, differentiation isn’t about matching industry leaders. It’s about creating standout moments in the places others ignore.
CX Index™ helps companies identify and act on these blind spots — transforming missed opportunities into moments that win loyalty.
