Tag Archives: marketing

A small idea to enhance the customer experience

A small idea to enhance the customer experience
Here is a small example of enhancing the customer experience. At my local golf range you can purchase a bucket of golf balls and at the counter they offer free sunscreen. Such a smart, clever little idea. It solves a real problem – hitting golf balls in the sun without getting sunburnt. It means that you may stay longer and hit an extra bucket of balls (i.e. extra income). And it shows that you care. All for the price of a large sunscreen. A classic win – win. Read more

Why small wins innovation has a big impact

Why small wins innovation has a big impact
Innovation is important but … In my conversations with leaders over the years they all would agree that innovation is one of their top 3 priorities. Yet many of them were not doing anything innovative (they would say). Why the disconnect? in their quieter moments they admitted that innovation involved risk and failure and they were (not surprisingly) not excited about this prospect. This is why I developed Small Wins Innovation. My idea was to overcome this fear of failure and making ... Read more

Another example of a Consumer & Business Win-Win

Another example of a Consumer & Business Win-Win
I stopped by a new cafe the other day and after sitting down I was immediately given a bottle of water. I appreciated this small gesture because it was hot outside. But it also had another effect. An emotional connection had been made. The cafe had given me something for nothing. I felt in return more inclined to stay and order something from their menu. In short, a win-win had been generated. I had my thirst quenched and felt the cafe was operating in a service oriented way. And the cafe ... 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

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