Tag Archives: small wins innovation

How can you manage your customer’s expectations?

How can you manage your customer’s expectations?
One of the big problems service providers have is the miss-match between customer expectations and what organisations deliver. One way to make sure there is more of alignment is to provide some form of visible guidelines. Think of a a 3 star hotel vs a 5 star one. Or in this case a P plate driver. These guidelines are an innovative way of helping customers, clients and staff ensure that expectations are consistently met. Read more

What are the small losses in your customer experience?

What are the small losses in your customer experience?
The small wins innovation concept also applies to small losses. These are the small, annoying things companies do. Like making you wait in line or not having enough staff on at lunchtime. Or in this case a dirty plate at breakfast in a major hotel. Small losses can really hurt your business. If you are a leader ask yourself what are the small losses in our customer experience? Now fix them. Read more

Qantas Change for Good Program

Qantas Change for Good Program
This is a great example of small wins innovation. Qantas has teamed up with UNICEF and for 23 years has been running their change for good program. Passengers donate their spare change — everyday; every flight. It’s a small ask for passengers yet over time can have a big impact. The program has raised over $30 million dollars to-date! A beautiful example of cultural change build upon a continuous program that works. Also a great example of a win -win.  Benefits Unicef and Qantas ... Read more

What also can you sell at the moment of purchase?

What also can you sell at the moment of purchase?
Noticed this when I was walking past a bottle shop. All brands of wines, beers, spirits on display but at the point of purchase notice what else. Flowers. The store owner told me they sell lots and lots of flowers. Makes sense — buy a nice bottle of wine and a bunch of flowers for your partner. Perfect, thoughtful addition. What also could you sell or offer at the point of purchase (that is relevant to the consumer)? Read more

How to ask a more engaging question

How to ask a more engaging question
How you ask a question can have a big impact on the other person’s engagement with you. They could be a peer, user or customer. For example, my wife and I were eating breakfast at a cafe and the owner asked how is everything? We said fine — end of engagement. If he had asked for example: If there is one thing that we could improve in your meal what might that be? Now this is an engaging question. In this case both meals had too much salt. A small change but a big potential ... Read more

Your secret weapon – packaging

Your secret weapon – packaging
Packaging is often considered an after-thought to most products. Yet in this example of a funky, eye-catching water bottle it becomes the product. Packaging can often become your secret weapon in a category of me-too innovation. Think of how beautifully packaged any Apple product is and you will immediately feel the difference.   Read more