Category Archives: Service

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

What are the small frustrations customers have with your product or service?

What are the small frustrations customers have with your product or service?
This is one of my favourite (and I believe) insightful questions I ask leaders and marketing or sales managers. What are the small frustrations that customers, clients or consumers have with your product or service? Notice the word frustration. It’s an emotive word. These are what I call small losses. In most cases it’s a surprisingly long list. For example; – waiting in line to be served – fine print on an advertisement – or in the case in the photo, packaging ... Read more

What is the ultimate consumer response?

What is the ultimate consumer response?
Thank you! The ultimate consumer, user or client response is thank you. Just in this example in a supermarket where a ball was placed right near the cat food. This is a great idea and saves the shopper needless time searching for something for the cat to play with. It’s a small idea with a big pay-off. It could be a thank-you for your: – thoughtfulness or - attention to detail or - beautiful design or - use of my data in a proactive way or - friendliness or - a new idea or - ... Read more

As a leader what are you and your team testing in the next 30 days?

As a leader what are you and your team testing in the next 30 days?
In much of the literature around innovation there is a strategy which talks about moving into adjacent markets. I have never really liked this description but the idea is a good one. Serving a market that is close to what you are doing at the moment makes a great deal of sense. In this example, SUBWAY is offering a range of products to the catering market (I found this outlet in the city near the business sector). In this case it builds on the strengths of SUBWAY and offers a potential new ... Read more

What is the starting point for innovative thinking?

What is the starting point for innovative thinking?
Innovation nearly always starts with a question. For example: It could be a ‘why’ type question: Why do we keep producing this report? Why don’t customers buy from us? Why are people always late for our meetings? Or asking ‘what’ type questions: What are the problems with our customer service? What are customers really looking for in a new product? Or ‘how’ type questions: How can we reduce our customer’s waiting time by 10%? How can we ... Read more

Might a tiny smile make a world of difference?

Might a tiny smile make a world of difference?
I was in a cafe today and the person who served me did so with great efficiency. They remembered my order and were quite attentive. They seemed to forget just one thing. They never smiled. It’s a small thing I agree. But it would have made the cafe experience for me a better one. Perhaps this applies to the fashion industry as well? The model here is beautiful. But it seems to me that many male and females selected to model clothes could afford to smile. If i was the fashion brand ... Read more

What is a key innovative behaviour?

What is a key innovative behaviour?
Creative thinking and innovation success depends on being able to think in a different way. But it is also about behaving in a different way. And one of the key small wins innovative behaviors is searching for new ideas or solutions. Innovation is not a passive process. It is not about hoping for inspiration to strike. Applied creativity and innovation in a commercial setting has time restrictions. In short — you and your team need to search in new places for new solutions. It could ... Read more

What is ‘win – win’ innovation?

What is ‘win – win’ innovation?
My passion (other than world peace) is a concept that I have developed which I call small wins innovation. It’s the idea that innovative thinking can be learned and applied by every leader and team to a series of small challenges across an organisation. By doing so the organisation itself will become a better place to work for the employees and more adaptable and successful. Note the word ‘and.’ Small wins innovation benefits leaders, teams and the business. As I explore ... Read more

How to transfer ideas across different categories or industries?

How to transfer ideas across different categories or industries?
Many people ask me how can I generate so many ideas? It’s not because I am that clever or creative. I use a tool or framework that i have developed. It’s called — Thinking on 2 levels: Whenever I see a new idea or something that catches my interest I ask myself: What is the core or essence of this idea? And what is the expression of this idea? For example: I took this photo above at a book store whilst I was away on holidays. The core of this idea is that customers might ... Read more

What’s the most deceptive word in marketing & advertising?

What’s the most deceptive word in marketing & advertising?
There are many I suspect. But what about the word ‘from’? Prices range from…………… It’s only a small word but it can hide all sorts of dubious claims. Marketing, brand and advertising leaders believe they are being clever by using the word ‘from’. But is suspect consumers and customers see through these claims – in fact, it puts them on notice. And if you feel duped it is another ‘small loss’. For the consumer and ... Read more