Category Archives: Service

Examples of how small wins can be applied to innovation in the service sector.

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

Why packaging design matters

Why packaging design matters
I love this example of packaging design. It’s a sun tan screening lotion. I imagine the ingredients are much the same as other products. But what makes the difference is the packaging. Notice the clip at the top. Suddenly I can imagine using this and attaching it to my jeans or board shorts or golf bag. Price has become a secondary issue. The leaders of this brand have produced a design that enhances the customer experience. It’s a small change but it works. A classic win ... Read more

The Starbucks customer experience

The Starbucks customer experience
I have been running a number of courses and workshops in Shanghai and Hong Kong on Small Wins Innovation. One of the group activities we do is to visit a Starbucks site and search for small, new ideas. Participants are fascinated with this exercise because it’s like they are seeing Starbucks for the first time. They come back with numerous images of lots of small ideas and discuss what works, what they can learn and apply to their business. Invariably they come to the conclusion that ... 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

A small way to help your customers

A small way to help your customers
I found this in a corner of a book store in New York. It’s a sample of the many staff recommendations of a few of their books for sale. What a great idea. It gets the staff engaged and proud of their knowledge and advice. And it also helps the customer make a wise decision among a treasure chest of book titles. A lovely win – win. Think of suggestions of what wine might go with what meal as another example. Or Amazon Books — customers that bought this book also bought this ... Read more

A small win – win for the environment

A small win – win  for the environment
It’s a small thing that more and more hotels are doing. They put up a little sign on your towel rack asking you whether you can use the towel again rather then having to wash them. It’s a classic win – win. It’s great for the environment. It’s obviously very good for the hotel as it saves, time, effort and money. And we as hotel guests feel good about doing our bit for the environment. I love this example because it is simple, easy to do and the cumulative ... Read more

How to enhance the consumer experience

How to enhance the consumer experience
You barely notice them. The tiny, bite-size actions or features that can often make a big difference. Remembering your name or your favourite coffee, for example. Or as in the picture here the little sign that the room has been clean. It’s these little actions that signify a certain attitude that we care about your consumer experience. It says that we have high standards. Welcome to the new consumer experience battleground. The more brand leaders focus on the consumer experience, the ... Read more