Category Archives: Customer Experience

Examples of how small wins can enhance the customer experience

Do you know know your customer expectations?

The easiest way to create value is to exceed your customers expectations. Not so easy because expectations are constantly rising. You can exceed expectations today but this becomes the minimum requirement tomorrow. Wi-fi for example is simply a must do for every business and work-place. Even gyms as this example shows. It has become a minimum customer expectation in any public or private space. Do you really know your customer expectations? Read more

Do you have a compelling customer deal?

Every customer likes a good deal. Here is one example. But customer or clients also get bored easily so you have to constantly offer something new and different. What is a new customer deal you can test in the next 30 days? Read more

How to drive customers away

I found this example at a store in the airport. Rubbish everywhere. A small aspect of a customer experience but one that could have big implications. It’s a good example of a loss – loss. The customer experience is less than ideal and sales can suffer. What are the small losses in your customer experience? Select one and use the small wins innovation process and fix it — fast! Read more

How to make even a book store sexy

I found this category in my local book store. Intriguing. Even books can be made a little bit sexy. I like this example a)above) because it makes it easier for the customer to find a book and it helps the business to drive sales. A classic win – win. How can you add a little bit of spice to your product, service or customer experience? Read more

A simple loyalty program that works

I found this example of a loyalty program at a local cafe. It’s simple, low-tech but personal. At 10 coffee’s you get a free one. It’s simple, public and authentic. Loyalty programs do not have to be expensive to be effective. This is a lovely example of small wins innovation. Read more

How a small change in pricing can have a big impact

Ever wondered why retailers charge their products ending in 99 cents*? Well it works: - it says that this a good deal – if a product is priced at $19.99 it is viewed as less than $20 bucket and – in this example the first number is 1 as opposed to 2 (therefore it is a better deal). But notice what is happening. A small change in pricing i.e. 01 cents can have a big impact on sales. A lovely examples of small wins in action. * From The Small Big by Cialdini R.B. et al Read more

A small idea that no-one has thought of

A friend told me about a new web site called Medium. It’s filled with lots of interesting posts in a simple, elegant design. But what really caught my eye was the fast that every post tells you how long it will take to read. In this example — 4 minutes. How amazing. Such a simple idea for time-poor people. What a great way to enhance the customer experience. As with all great ideas it makes you wonder why hasn’t someone thought of this before? It’s a small idea but ... Read more

What is the small wins compound effect?

Everyone knows that if you invest some money in an account that your initial sum can rise due to the effect of compound interest (i.e. interest on your interest). I suspect the same is true of innovation and change. Someone or some group or team needs to start innovating. It can be small. Then they learn from the experience and share their results. They try again on another problem, issue or opportunity. But they also inspire another group to try. Now leaders start to talk about innovation ... Read more

Sometimes customers just need a small nudge

I found this sign in the bathroom of a hotel I stayed at recently. It was subtle but appealed to my better nature. It made me think of the environment and doing the right thing. So I had a very quick shower. A nice example of a win – win. A small win for me (felt good), the hotel (lower costs) and the environment (less waste). A small nudge can have a big impact. Read more

What win – win are you offering your clients?

I worked with a very smart leader of a sales and account team recently and her message to her staff was this: If you are trying to get into someone’s diary what are you offering them? It does not have to be big. It could be a new piece of information or an insight or some research etc. Clients and customers are more likely to see you if you offer them a win – win. In my presentations or workshops for example I always try and offer delegates something — a new tool or a ... Read more