Category Archives: Customer Experience

Examples of how small wins can enhance the customer experience

Why small wins innovation has a big impact

Why small wins innovation has a big impact
Innovation is important but … In my conversations with leaders over the years they all would agree that innovation is one of their top 3 priorities. Yet many of them were not doing anything innovative (they would say). Why the disconnect? in their quieter moments they admitted that innovation involved risk and failure and they were (not surprisingly) not excited about this prospect. This is why I developed Small Wins Innovation. My idea was to overcome this fear of failure and making ... Read more

How to adapt ideas from other categories

How to adapt ideas from other categories
Creativity can come in many forms. It can be completely new to the world (e.g. Einstein’s – Theory of Relativity) or new to a context. Business creativity is nearly always of the latter type. This means that if you adapt ideas from other categories or industries you are still being creative. In the example above notice the 2 in 1 tooth paste idea has been adapted to a completely different category – skin care (3 in 1). The challenge is to look at the core or essence of the ... Read more

A simple way to engage customers

A simple way to engage customers
I found this sign when I was out walking in Waikiki, Hawaii. It was at the beginning of a new shopping centre. As I was wandering through the plants and trees i kept thinking to myself how beautiful this place is. It was a lovely mixture of the man-made and the natural. What a lovely place for a selfie! And then I came across this sign. The shopping centre designers had beat me to it. What a great idea. A simple, smart way to engage customers. I loved it. Read more

Another example of a Consumer & Business Win-Win

Another example of a Consumer & Business Win-Win
I stopped by a new cafe the other day and after sitting down I was immediately given a bottle of water. I appreciated this small gesture because it was hot outside. But it also had another effect. An emotional connection had been made. The cafe had given me something for nothing. I felt in return more inclined to stay and order something from their menu. In short, a win-win had been generated. I had my thirst quenched and felt the cafe was operating in a service oriented way. And the cafe ... Read more

Creating a win – win for your customer and you

Creating a win – win for your customer and you
I found this ad on the street in Paddington in Sydney near where I live. It’s a nice example of a win – win for a potential customer and the local community. The shopper gets free wi fi and the local shop keepers might obtain some incremental business. I like it also because it creates a shopping hub or destination where every local shop might benefit. Free WiFi is also a powerful example of the new expectation of customers or consumers. Read more

An example of Small Wins Innovation

An example of Small Wins Innovation
The Cheesecake Factory We love going to Hawaii. The sun, surf, people are all amazing. Every year we try and go to a restaurant called The Cheesecake Factory. Every year it’s packed. I have often wondered why. Then it hit me. They do lots of little things really well. Or what I call Small Wins Innovation. – the meals are plentiful – service is friendly – the cheesecakes are to die for – there is a great buzz – the location on the main street helps – ... Read more