Why are printers so ugly?
This is a picture of my printer at my home office. Everything else is beautifully designed yet I cringe when I have to look at my black box in the ... Read more
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 ... Read more
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 ... Read more
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 ... Read more
What leaders can learn from the ballet
We just spent a delightful evening at the ballet at the Lincoln Centre in New York. Not only was it ... Read more
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 ... Read more
How to enhance the consumer experience
You barely notice them. The tiny, bite-size actions or features that can often make a big ... Read more
How to annoy customers – it’s the small things
Business owners have over the years improved ... Read more
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 ... Read more
The key to innovation – small steps
We like to think of creativity and innovation as a breakthrough moment made by a special individual ... Read more