Category Archives: Customer Experience

Examples of how small wins can enhance the customer experience

If you don’t pick up the broken glass – who will?

If you don’t pick up the broken glass – who will?
My dad was an ambulance officer and as a kid I remember being totally embarrassed by the fact that whenever we saw some broken glass he would go and pick it up. It was not our broken glass. But that was the point. He knew that if you left broken glass lying around then invariably some kid might step on it and cut themselves. It was a small action. But an important one. He assumed responsibility to make a difference to someone else’s life. It’s what leaders do. It’s what ... Read more

What brand is always innovating?

What brand is always innovating?
New Coca-Cola CEO (Australia), Alison Watkins is about to launch Coke Life. She describes this launch as follows: ‘We are always innovating with new favours and pack sizes. But we are stepping it up to another level because our consumers really are expecting more and more of us.’ I love this marketing approach. Constant small wins innovation with the occasional big launch. Read more

How can you make the customer experience easier?

How can you make the customer experience easier?
Here is a simple but overlooked way of making the customer experience at a petrol station quicker and easier. You ask customers to pre-set the amount they would like to spend. It’s a small idea but it works for both the consumer (e.g. easier) and the petrol station manager (e.g. quicker to process). It’s a classic win – win. What’s a small idea that offers a win – win in your business? Read more

The advantages of small thinking.

The advantages of small thinking.
Big thinking has its place. But so does small thinking. It has many advantages: – less intimidating - more people can contribute their ideas - faster - less risk - drives progress towards a bigger goal - can be taught - easier to copy, learn or adapt what others are doing - can lead to higher performance of any group or team Small thinking has helped me to see ideas everywhere. A book store for example places markers in all of the books they sell. A beautiful, small idea to constantly ... Read more

How to turn a negative customer experience into a positive one

How to turn a negative customer experience into a positive one
No one really likes to go to the dentist. Here is an example of a smart business owner or leader who has turned a negative into a positive. Particularly if you had kids this is an irresistible proposition. This is also a lovely example of a win – win. The dentist will get more business and kids and parents will love the more caring attitude. What are some negatives with your customer experience? How can you transform this into a positive? Read more

Will someone answer the phone?

Will someone answer the phone?
I just spent the morning doing some Xmas shopping and in the book store their phone rang almost incessantly. But it was never answered. It could have been some customers or another store. This is a perfect example of a small loss. Customers who rang became frustrated and it made the shopping experience frustrating. Small losses like small wins add up. What are some small losses in your business? Now use the small wins innovation process to fix them.     Read more

A small, creative way to enhance the customer experience

A small, creative way to enhance the customer experience
I came across this at the Auckland airport in New Zealand. Rather than follow the yellow brick road you follow the green line. The green line connects the international airport with the domestic one. It’s a brisk 10 minute walk. A simple, innovative way to make it easier  for passengers to move from one airport to the other. As a leader what’s a small change you could introduce to make the customer experience better?   Read more