Category Archives: Product

Examples of how small wins can be applied to product innovation.

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 – what is the emotion: – Before - 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

Do you know know your customer expectations?

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

How to drive customers away

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

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