Category Archives: Customer Experience

Examples of how small wins can enhance the customer experience

How information can become a customer benefit

We are all bombarded with information. But smart leaders can often package up information so it represents a benefit to their users or customers. In this example notice how there is a summary of my workout at the gym. This is great as I can compare this workout for example, with previous ones. What information could you package up? Read more

Here is a small product innovation – with big results

Innovation does not always have to be big and disruptive to work. Coca-Cola for example recently introduced people’s names on their bottles. A simple, clever idea that has now been rolled out across the world. What’s a small changes can you make to your product that might have a big impact? Read more

How to engage your customers – everyday!

My teenage daughter took me to her favourite Gelato place called Messina. They make a new gelato everyday and then send a photo to their 57000 Instagram followers. It’s hard to resist. Imagine creating a new product variation — everyday! Read more

A smart way to showcase your past innovation

I was walking past my local McDonald’s and on the wall was a showcase of their past innovation. A great way to demonstrate to their customers and staff just how innovative McDonald’s has been. How can you showcase your innovation? Read more

Who are your best customers?

I found this whiteboard behind the check-in desk at a hotel. On the board was a hand-written note from a member of the INXS band. What a simple but powerful idea. American Express did something similar some years ago with their ‘member since’ portraits campaign. Ask yourself — who are our best customers and how can we showcase their patronage & loyalty? Read more