Category Archives: Customer Experience

Examples of how small wins can enhance the customer experience

The best ideas often come from the smallest companies

The best ideas often come from the smallest companies
Big companies often look at other large companies for inspiration. A more insightful strategy is to look at smaller companies that are doing interesting things. Look for companies with buzz and growth. Here is a tiny example — a local cafe produced sandwiches for a conference and gave a code for all the wraps. A simple idea. It saves you exploring each wrap to see what might be inside. How can you make the customer experience better, faster or easier? Read more

What frustrates your consumer?

What frustrates your consumer?
Another great place to start innovating is to ask: What frustrates our consumers, clients or users of our product or service? In the language of small wins innovation these are the moments of small losses. Select one. Now apply the small wins innovation process to develop a better, faster, easier solution as with this example. The brand has now made it easier to open the bottle — it’s so simple! Read more

Another small example of improving the customer experience

Another small example of improving the customer experience
*Qantas has replaced boarding stairs with a ramp at Hobart airport to reduce the time it takes passengers to enter and disembark from planes. In an Australian first, the new ramp is being used for Qantas Boeing 717 flights in Tasmania. The ramp was designed to improve the efficiency of boarding and disembarking, as well as to provide better access for passengers with mobility problems. Qantas officials said the ramps cut back on time because all passengers used the same method of boarding, ... Read more

A real case study of a small change that saved thousands of dollars

A real case study of a small change that saved thousands of dollars
Here is a powerful example of the power of small wins that I found in Personnel Today. Sometimes the smallest ideas make a significant difference. At Sainsbury’s, someone on the shop floor worked out that while the popularity of mangoes went up after a “two for £2.50″ deal, the packaging they came in accommodated five mangoes, so there tended to be a lot of wastage because of the odd number. Repackaging the fruit so it came in boxes of six has saved the company around £60,000 – all thanks ... Read more

Here is a creative thinking tool that works

Here is a creative thinking tool that works
I recently was the guest speaker at a ceremony among health care workers who received a diploma of project management. Each group of these amazing people tried to redesign or address an existing health care issue. Their starting point was always what is the ideal patient experience? They could then compare this with the current patient experience to highlight the gaps. This is a powerful creative thinking tool that you can use in the create stage of the small wins innovation process. If you ... Read more

How to nudge consumer behaviour

How to nudge consumer behaviour
According to the UK Behavioural Insights Team if you want to bring about a change in behaviour you need to make it: EAST – Easy - Attractive - Social - Timely. Here is a lovely small wins example of EAST in action. There is now no excuse for dog owners to pick up their dog’s droppings. By providing free plastic bags the council has made it easy, timely and there is social pressure among other dog owners and park users. If you want to change behaviour of your team or customer ... Read more

It’s the 100 small things that make Amazon a success

It’s the 100 small things that make Amazon a success
Question for leaders — Is it harder to copy one big thing or 100 little things done extremely well? This is such a great question. I have just purchased a book through Amazon. The process was easy — I was a returning customer so I just needed a password. I then received some helpful suggestions based on my previous behaviour: – Recommendations Based on Your Order - Related to Items You’ve Viewed Then I received a confirmation order notice. All done in moments! None ... Read more