A Little Bit More

What if the real difference between forgettable companies and unforgettable ones isn't talent, budget, or luck—but a series of tiny, almost invisible choices? In A Little Bit More, journalist Ellis Marwood reveals the quiet mechanics behind extraordinary service, leadership, and loyalty. Drawing on thousands of interviews and decades of reporting, he shows that the organizations customers can't stop talking about aren't winning through grand gestures. They win through the accumulated power of small, genuine acts of attention: a remembered name, a well-timed word, a moment where someone feels truly seen. Backed by research from Bain, Google's Project Aristotle, and behavioral science, A Little Bit More proves that "good enough" is the most expensive choice a business can make—and that the smallest edge, applied consistently where it matters, is what separates companies that plateau from those that endure. Inside, you'll discover: - Why "good enough" quietly drains profits while nothing appears to be wrong - How to read the room and notice the signals most people miss - The art of designing memorable moments people can't stop retelling - How to build a team that cares without being told to through psychological safety and trust - Why complaints are gifts and how great recovery builds fierce loyalty - How to sustain generosity without burning out your best people Master the small edge, and you'll build the kind of trust, loyalty, and reputation that money simply cannot buy.