Category Archives: Customer Experience

Examples of how small wins can enhance the customer experience

What is your glass of water moment of truth?

Imagine this scenario. You walk into a new cafe or restaurant but feel a tiny bit unsure whether to stay or not. Then the waiter suggests a table and offers you a glass of water. Before you know it, you are sitting down and examining the menu. But what happened? My theory is that it was the glass of water! It’s a small action that can generate big results. The cafe or restaurant is offering you something you need and its free. A physical and emotional transaction has taken place. I ... Read more

Why tipping is a good example of win – win

At one of my favourite cafes today I paid my bill and the lady behind the counter said thank-you for my tip. I in turn thanked her for her wonderful, friendly service. The thought occurred to me that this was a lovely example of a win – win. The waitress delivered great service which I in turn recognised via a small tip. The essence of small wins is to try and encourage this type of thinking. Applying win – win to other areas of your life: Imagine if you could apply a win ... Read more

Learning from customer hacks

Recently coffee culture has really evolved. Sometimes pretentious, sometimes practical. One of my favourites is the three quarter latte. The three quarter latte is a coffee prepared with the normal coffee shot amount, but with one quarter less milk. The cup is not quite full. This gives the drinker the full taste and effect of the coffee, but less milk which is often a concern if you are drinking lots of coffee, or really just love the taste. The cup pictured is slightly smaller than my ... Read more

Want a big idea? start with a small one

I remember meeting with the CEO of a large international packaged goods brand who spent the entire time imploring his leadership team to come up with a big idea This sounded impressive but when I asked him later in what area he wanted a big idea, he said — it didn’t matter – he just wanted a big idea, any big idea. I also queried how he might recognize a big idea. He answered – we will just know. I have spent a great deal of time in and around marketing departments and ... Read more

How the simple checklist can make a big difference

I had to have a blood test recently and on the wall was a checklist for the nurse. It outlined in a step by step way what the health practitioner should and should not do. As a patient I also liked seeing the checklist because I knew what to expect. It was a win – win. It was a form of quality control and productivity check all rolled into one. Who have have thought the simple checklist could prove so invaluable for process type work. A checklist is a powerful example of a small ... Read more

Why Apple wins – it’s the small things

I read with great interest an interview with chief Apple Designer Jonathon Ive his obsession with the smallest details of all the Apple products. This interview was in a recent edition of the New Yorker . I quote from the interview (by Ian Parker). ‘For example, the rounded corners and edges that have long helped distinguish an Apple product from a ThinkPad or a book. Ivy spoke of the opportunities that now exist, if the material permits, to take a more elegant path from one line to ... Read more

When to think big – when to think small

There are time when you need to think big and other times when it is better to think small. These 2 different types of thinking complement one another. This is similar to Daniel Kahneman’s idea of thinking fast and slow. Here are some examples when you might want to think big: – You are feeling in the flow – Feel inspired – When you do your best thinking (I do mine first things and late at night) – In a planning or strategy session – Trying to create a ... Read more

What is the small wins way?

When managers, leaders and business owners ask me about small wins they often start with: Can small wins be applied to …………….(fill in the blank). It could be innovation, leadership, change, productivity, engagement etc. The answer? Yes it can. I believe there is a small wins way. It’s a way of thinking and behaving. It’s a way of creating and innovating. It’s a way of improving, changing and growing. It’s a way of starting and ... Read more

What’s the secret of continuous improvement?

Feedback! This was beautifully illustrated to me with my daughter at her school recently. She is entering her critical final years at a private school (lucky for her). The principal highlighted to the parents that the school had built a powerful feedback system for all their final year students. She gave the example of a student obtaining say a mark of 10 out of 15 for an essay at the beginning of term. The teachers then kick into action and give some practical, specific and actionable ... Read more

Do awards matter to consumers?

The short answer is yes. If the award is authentic then displaying an award or highlighting it on your web site or social media is a great idea. Particularly if the award has been awarded based on effort, standards or performance. It gives the consumer greater confidence and demonstrates pride in your achievement. It’s a small wins strategy at work. A badge of honour that could make a big difference. It’s a classic win – win. Read more