Tag Archives: retail

A simple way to engage customers

A simple way to engage customers
I found this sign when I was out walking in Waikiki, Hawaii. It was at the beginning of a new shopping centre. As I was wandering through the plants and trees i kept thinking to myself how beautiful this place is. It was a lovely mixture of the man-made and the natural. What a lovely place for a selfie! And then I came across this sign. The shopping centre designers had beat me to it. What a great idea. A simple, smart way to engage customers. I loved it. 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

How to recognise your best customers

How to recognise your best customers
I recently ran a course in Singapore on Marketing Creativity. The participants received a certificate at the end of the course. They all loved it. I actually enjoyed handing these out. A classic win – win. But I think there is a broader lesson here for all marketers, brand and business owners. Ask yourself, How am I recognising my best consumers, customers or clients? As this example show, it does not have to be a big, grand gesture. A certificate or a few bonus points or an ... Read more

What is your glass of water moment of truth?

What is your glass of water moment of truth?
Imagine this scenario. You walk into a new cafe or restaurant but feel a tiny bit unsure whether to stay or not. Then the waiter suggests a table and offers you a glass of water. Before you know it, you are sitting down and examining the menu. But what happened? My theory is that it was the glass of water! It’s a small action that can generate big results. The cafe or restaurant is offering you something you need and its free. A physical and emotional transaction has taken place. I ... Read more

Why tipping is a good example of win – win

Why tipping is a good example of win – win
At one of my favourite cafes today I paid my bill and the lady behind the counter said thank-you for my tip. I in turn thanked her for her wonderful, friendly service. The thought occurred to me that this was a lovely example of a win – win. The waitress delivered great service which I in turn recognised via a small tip. The essence of small wins is to try and encourage this type of thinking. Applying win – win to other areas of your life: Imagine if you could apply a win ... Read more