Category Archives: Process & Tools

Examples of the small wins process, principles & tools

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

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

How small wins can change behaviour

How small wins can change behaviour
‘Around 55,000 Australians go to hospital with a heart attack every year and around one third of those are repeat heart attacks.’ Associate Professor Clara Chow, The George Institute for Global Health in Sydney In an effort to reduce these alarming figures particularly the repeat rate the researchers tried something new. They sent a series of simple text messages to the patients (4 per week) for 6 months in an attempt to improve their health. Patient received texts such as: ... Read more

Here’s a new way of selling cars that works

Here’s a new way of selling cars that works
My existing car is 8 years old so I trudged off to the various car yards to have a look at what’s new. What I did notice was how the salesperson talked about the price. Previously it was always – go with the cheapest price and then there was all the add ons. These always seemed to be hidden or in the fine print which consumers (I suspect) found annoying. But the salesperson on the weekend used a different approach. He gave me the total retail figure say $24000. Then said: ... Read more

What’s the most important innovative behaviour?

What’s the most important innovative behaviour?
Recently I gave a workshop on creative thinking and innovation to a group of leaders of a well known brand in China. I was particularly keen to talk to the creative director and I asked him about his process for generating ideas or solving problems. He said he shut the door and waited for inspiration to strike. I was intrigued by this approach. It no doubt works for him but i felt that this is too passive. What if inspiration does not strike? I also find it too stressful. My suggestion is ... Read more

How to innovate – one small win at a time*

How to innovate – one small win at a time*
Disruptive innovation is everywhere it seems. There’s an ongoing fixation with the next Uber, Netflix, WhatsApp or Airbnb. Even perennial technology darlings such as Twitter or Facebook seem, well, so yesterday. It’s intoxicating, heady stuff as one technological change can seemingly transform an industry and lead to growth rates going through the roof. But for every game-changing success there are thousands of failures which are not so glamorous. The lesson therefore is to dream big but to ... Read more

What can you customise?

What can you customise?
It’s been out for a few years now but Coco-Cola has been placing various names on their bottles. This idea was created and tested in Australia and then rolled out to the various Coca-Cola businesses. All the indications are that it is working. This made me think. What can you customise in your product, service or consumer experience. Perhaps I could customise my books or ebooks for example? It’s a nice example of a win – win. The customer feels special and hopefully it ... Read more

How to annoy customers – it’s the small things

How to annoy customers – it’s the small things
Business owners have over the years improved their customer service. Rarely do you hear of the complete screw up. And if it does happen, most business leaders know how to handle these situations. But what I have noticed is that the customer experience battlefield is now the small things. Asking 2 or 3 times for a new fork for example. Or the key that does not work when you return to your hotel room. A friend just told me that a new cafe that just visited for the first time charged them $2 ... Read more

What leaders can learn from burnt toast

What leaders can learn from burnt toast
This is a story of burnt toast. Burnt toast you say! Yes I was having breakfast the other day at one of my favourite cafes and I asked for another slice of toast with my scrambled eggs. The friendly staff brought out the toast but it was burnt. Now I should have sent it back or said something. But like most other consumers or customers I did not make a fuss at the time but rather have decided to write a blog about my experience. You see, a slice of toast is a small thing. The cafe is ... Read more