Category Archives: Leaders

Examples of how leaders can apply small wins to their team – everyday.

How can you engage your customers more in the purchase cycle?

How can you engage your customers more in the purchase cycle?
One way to stand out in the market-place is to offer amazing service. Sometimes that can be in the form of self-service. It does not always have to be adding more to the customer experience (and add more cost). It can be for example where you ask your customer to become more engaged in the buying process by asking them to self-serve. Hotels have done this for years. Chipotle is now one of the fast-growing restaurant chains based on a form of self-service. Where could you invite your ... Read more

How can you manage your customer’s expectations?

How can you manage your customer’s expectations?
One of the big problems service providers have is the miss-match between customer expectations and what organisations deliver. One way to make sure there is more of alignment is to provide some form of visible guidelines. Think of a a 3 star hotel vs a 5 star one. Or in this case a P plate driver. These guidelines are an innovative way of helping customers, clients and staff ensure that expectations are consistently met. Read more

What are the small losses in your customer experience?

What are the small losses in your customer experience?
The small wins innovation concept also applies to small losses. These are the small, annoying things companies do. Like making you wait in line or not having enough staff on at lunchtime. Or in this case a dirty plate at breakfast in a major hotel. Small losses can really hurt your business. If you are a leader ask yourself what are the small losses in our customer experience? Now fix them. Read more

Qantas Change for Good Program

Qantas Change for Good Program
This is a great example of small wins innovation. Qantas has teamed up with UNICEF and for 23 years has been running their change for good program. Passengers donate their spare change — everyday; every flight. It’s a small ask for passengers yet over time can have a big impact. The program has raised over $30 million dollars to-date! A beautiful example of cultural change build upon a continuous program that works. Also a great example of a win -win.  Benefits Unicef and Qantas ... Read more

What also can you sell at the moment of purchase?

What also can you sell at the moment of purchase?
Noticed this when I was walking past a bottle shop. All brands of wines, beers, spirits on display but at the point of purchase notice what else. Flowers. The store owner told me they sell lots and lots of flowers. Makes sense — buy a nice bottle of wine and a bunch of flowers for your partner. Perfect, thoughtful addition. What also could you sell or offer at the point of purchase (that is relevant to the consumer)? Read more