How can you set in motion a masterpiece?

Michael Ondaatje, author of The English Patient (one of my all-time favourite novels), uses small questions when he sits down to write his novels, notes Rober Maurer in The Kaizen Way.

“I don’t have any grand themes in my head,” he says (a statement you’ll hear echoed by other great writers). Nor does he start with an impossibly large question, such as “What kind of character would be fascinating to readers?” Instead, he takes a few incidents—”like [a] plane crash or the idea of a patient and a nurse at night talking” —and asks himself a few very small questions, such as “Who is the man in the plane? Why is he there? Why does he crash? What year is this? Of the answers to small questions, he says, “Those little fragments, fragments of mosaic, they add up and you start finding out the past of these characters and trying to invent a past for these characters.” The answers to his small questions eventually lead him to remarkably round, realistic characters and prize-winning novels.

My 2¢:
Be like Michael Ondaatje: Ask small questions for big results.
A good customer experience is all about small moments.
And your job is to design those moments.
And to make sure that each moment is enjoyable and productive.
Because each moment is an important part of the whole experience.
Because each moment can either increase a customer confidence or destroy his trust in your business.