Category Archives: Customer Experience

Examples of how small wins can enhance the customer experience

What part of your service can you accelerate?

What part of your service can you accelerate?
Increasingly customers, clients and consumers are time-poor. We all need to achieve more in less time. Hence marketing & innovation leaders have to deliver a customer experience faster than they have done before. Hotels, supermarkets and airlines (e.g. express check-in) have been doing this for years. What part of your product or service could you accelerate? Just start by selecting a small project and aim for some small wins.  Then gain some confidence and try another area to ... Read more

A nice example of win – win

A nice example of win – win
I found this menu at a restaurant at Noosa (Australia). Lovely idea. Every meal on your menu has a suggested wine. This makes it easier and simpler for the customer to select their wine and it sells in a subtle way more wine which is more profitable for the restaurant. Most of all it demonstrates a great passion for the customer experience. A classic win – win situation which is the hallmark of small wins innovation. Read more

What is the customer emotion when using your brand?

What is the customer emotion when using your brand?
One of my favourite exercises with groups and teams is to ask them what is the customer emotion when they use your product,  service or brand? This provides a useful way to start with any small wins innovation project. In this example the hospital casualty ward has tried to capture the different emotions of kids during a procedure. Ask yourself Рwhat is the emotion: РBefore - During and - After? Now select one emotion and use the 5 steps small wins innovation process either to ... Read more

The power of a thank you

The power of a thank you
I love this. Just had my car serviced and there was a little note on the dashboard saying thank you. How wonderful. Such a small, simple but engaging act. How can you apply to your brand, business or group or team? Also if you are a leader make sure you say thank you for any team member that has done something wonderful. It’s a nice example of a win – win. The person saying thank you feels as does the person receiving it. Read more

How one small customer comment can make a world of difference

How one small customer comment can make a world of difference
Customers, consumers and clients have more and more power. Through social media they can broadcast their experiences to the world. This customer comment was on the front page of a hotel web site. Horrible place – great location says it all for any potential customer. If you were the leader here what would you ask your team to do with this comment? Sweep it under the carpet or try and learn from it? Read more