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Using Design thinking to create a culture of innovation

Using Design thinking to create a culture of innovation

Working through some old magazine clippings last week, I found this amazing excerpt from a book that was released just a year ago. It’s by Tim Brown, the CEO of design shop IDEO, and is called “Change by Design” (buy it Amazon.co.uk or Kalahari.net). The excerpt gives a case study of a hospital they worked with to illustrate critical importance of design thinking and the use of tools that come out of the world of design (brainstorming, prototypes, scenarios, storytelling, etc) to build cultures of innovation in organisations of all types and sizes.

I was inspired by the excerpt. The book will be on my shelf soon. This is a MUST READ for all leaders.

Change By Design

BOOK EXCERPT
FROM: BusinessWeek, September 24, 2009

by Tim Brown
In his new book, the CEO of design shop IDEO shows how even hospitals can transform the way they work by tapping frontline staff to engineer change

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Customer loyalty schemes should be the cream not the cake

Customer loyalty schemes should be the cream not the cake

I’ve noticed recently that Loyalty schemes are making a come back. Following the recession, companies have discovered that coupons and points schemes are a good way to entice struggling customers back to their shops. The trend of developing a points based system that “rewards” customers on a mass level for purchases they make, started back in the late 1980′s and a number of very large and successful point based loyalty schemes have been created. The airline industry led this charge and it wasn’t long before customers, now with a minimum of three different loyalty cards, became familiar and then jaded with all the points that were being thrown at them.

I’m not a fan of loyalty schemes. They have their place and can get desired results, which is increased sales, but they do not result in loyalty. Loyalty requires a more meaningful and emotional connection with the customer. This is something that takes time and effort, but the results are more long lasting too. With this renewed effort and focus on loyalty schemes it won’t be long before customers become jaded again. The problem is not the loyalty schemes per se’ but rather that too many companies rely on their customer loyalty schemes to hide behind poor customer service and experiences. Rather than spearheading the customer relationship, loyalty schemes should only support great customer experiences. My suggestion to companies considering a loyalty scheme is focus on delivering a great customer experience first and then back this up, if needed, with a loyalty scheme or club.

Costa Coffee is one of the latest companies to jump onto loyalty bandwagon. I love coffee plus I’m always up for a freebie so I joined up and collected yet another loyalty card to fill up my wallet. The third time I had the opportunity to use the card I was confronted by this sign

This led to a disappointing customer experience as I’d bought into all of the marketing hype around the loyalty card and yet I couldn’t use it, because of an internal company policy. Why should it matter to me the customer if the shop is franchised or not. If they can’t get their loyalty scheme to operate seamlessly across all stores, then maybe they should have been spending time and effort on improving the customer experience and not raising expectations of loyalty.

Are Most Big Corporates Really Psychopaths?

Are Most Big Corporates Really Psychopaths?

RANT ALERT. Most times I try to be a dispassionate researcher of the new world of work. But sometimes I just can’t take it anymore. Today is one of those days…


Almost every day I pick up a story on the Net of someone being fired by their company for some indiscretion related to social media or digital communications. I suppose people get fired every day for breaching company policies, but when you dig into most of these stories, you really get a feeling that the people in charge just have no freaking clue and are acting like reactionary, idiotic psychopaths.

A psychopath is “a person afflicted with a personality disorder characterized by a tendency to commit antisocial, perverted, criminal, amoral and sometimes violent acts and a failure to feel guilt for such acts.” (dictionary.com)

It may be a bit over the top to call the reflex firing of a person a psychopathic act, but it certainly is not the act of a rational, emotional stable or intelligent entity either. And when it is clear that someone has been fired largely because their employer just does not understand how social media or digital communications work, then I think you can label it antisocial, perverted, criminal and amoral. And normally there is no apology later. That’s a psychopath then!

Is your company a psychopath? You’d be surprised who else is…

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Voting for a tax rise? I think I know what will happen…

Voting for a tax rise? I think I know what will happen…

Watching the UK news this morning, I see David Cameron’s latest version of the “Big Society” (his code phrase for reducing the size of government and “handing power back to the people”) is to allow people to vote on whether they should have rises in their Council taxes or not.

Basically, the central government will set a cap on how much local councils can increase the Council tax (local municipality tax) each year. If the Council wants to increase it by more than that, it must hold a vote and get all the local residents to approve it. The proposal is that it will be a simple “Yes” or “No” ballot.

What are they thinking? What do you think people are going to vote?

This is the problem with society right now. What do we want? We want lower taxes! When do want them? Now! What else do you want? We want more services from the government! When do you want them? Also, now! OK, explain how that is going to happen…

For too long, “the government” has been seen as some magic mystery box. Somehow, from somewhere, it will just keep finding money to keep giving you everything you can imagine and dream of. Better schools, better hospitals, random wars in foreign countries to ensure you’re kept safe from terrorism, support for single moms, help for the elderly, pensions, drinking water, roads, police, libraries…. These are (mostly) all good things, and necessary too. But they need to be paid for. And the government isn’t some kind uncle with unlimited means who can just keep shelling out money. It’s got to get that money from somewhere.

It’s time for the government to metaphorically call the family into the sitting room and sit us down and tell us the bad news. “Kids, you know things have been tough the past few months. Daddy and mommy have been working hard, but you know we’re paying paid less and didn’t get a Christmas bonus last year either. We’ve run out savings, and no-one will lend us any more money. We’re going to have to cut back on our expenditure as a family, and really work together to get out of this mess. We’d love to go on holiday at the end of the year, but we just can’t. We’d love to send sonny here to a better school, but we just can’t afford it. We’d love to fix his skew teeth, too, but that will have to wait….” And so on. You might have had just such a conversation with your own family.

So, instead of going to the voters and saying: “Can we raise your Council tax, Yes or No?”, the government should go to the voters with a different proposition. Let’s say that every percentage point of tax increase is worth £ 10 million for a local council. They should have a list of things that £ 10 million could buy, and if you vote NO to the tax increase, you also have to indicated which activities of the Council you are happy for them NOT to do.

So, I vote NO to the tax increase. I then have to say whether I’d prefer my children’s school to not have any maintenance and lose 3 teachers, or to have the bins collected only every other week, or to not have the potholes fixed in my road, or to close the closest library to me.

You shouldn’t be able to just say NO.

And you also shouldn’t be able to say NO, and then still complain about the government at your next dinner party.

It’s time for voters to grow up. We’re living in the aftermath of the worst economic period most of us will ever experience. But it’s also time for the government to grow up, and start treating us like adults who can think, rather than pandering to the lowest common denominator of voter appeasement. Otherwise, this is all going to end in tears.

Simba’s inclusive social media taste strategy – clever

Simba’s inclusive social media taste strategy – clever

Social media is a very new platform to play on, no matter what country you find yourself in. Certainly some have played harder, risked more and invested more money, but I’m not certain there are very many who can claim to have ‘got it right’?

From my vantage point it makes for a very very exciting ‘playground’ to watch. Lots of clever people doing some very clever things. And with all the play, we get to observe, experience and participate in the amazing and absolutely terrible : )

Simba (the South African chip/crisp company) are currently engaged in a really interesting project. They’re running a competition to invent a new flavour. And it’s not in the traditional form. They don’t have their marketing gurus working long hours to come up with their next (hopefully) big flavour. They’re using citizen you and me to do it.

This competition received over 187 000 entries and some very original and exciting flavour suggestions were put forward via SMS, MMS, mail and the website www.lekkerflavour.co.za. It stands to reason that with so many entries received that there would be duplicate flavour submissions. The majority of entries were representative of some of the foods that South Africans are fond of such as Bobotie, Oxtail, Fish & Chips, Pap & Wors, Snoek, Prawns and of course, Biltong!

Currently the competition is down to the 4 final flavours.

The top four flavours in the “What’s Your Lekker Flavour?” competition have been announced! They are Masala Steak Gatsby, Vetkoek & Polony, Snoek & Atchar and Walkie Talkie Chicken. All four flavours will go on sale at the beginning of June and will be available at all leading retailers.

And well done to ‘us’. We’ve shown that our creativity is worth every cent they’re throwing at us, and more. There’s R100 000 up for grabs to 4 lucky people who vote for the winning flavour. And here’s what the winning flavour inventor receives:

The winning flavour will see one South African receive fame and fortune in the form of R200 000 in cash, and 1% of sales of the winning flavour. This could mean that the winner will received up to R500 000 per year for as long as the flavour is on sale.

I really hope this competition succeeds for them, because it’s good for all of us. It lifts the social media profile, it’s captured the attention of at least 187 000 people who had a voice for a few seconds, it’s fun, and it hopefully opens the door to more money, energy and time being invested in developing all the possibilities social media presents.

I voted for Vetkoek and Polony, even though Walkie Talkie Chicken has my attention in terms of what might be in it?

Top tips for Silent Generation online customer experiences

Top tips for Silent Generation online customer experiences

This is the final series of four posts on how to strengthen the online customer experience for each generation.

You can read my other posts on Generation X , Baby Boomers and Generation Y by following these links.

Here are my headline top tips for delivering online customer experience for the Silent Generation:

Who are Silent Generation?

This generation were born during the Great Depression and World War 2. Called the Silent generation because kids born during this period in history were expected to be seen not heard.

Why is the Silent Generation important?

They are now in their late sixties and seventies, many of them have benefited from rising housing prices and are relatively financially better off than they ever expected to be, even after the economic crisis of the past two years. There is another reason to consider this generation when developing your online customer experience strategies. According to the National Statistics Silents are the fastest growing generational segment on the internet. Access by those aged 65 plus increased proportionally by 15 per cent, compared with an increase of 3 per cent for the 16-24 age group.

Online customer experience Top Tips:

1. What are the experts saying?: Silents respect opinions of experts
2. Celebrate your past: Highlight your past successes, Silents want to know about the awards you have received. Believe in winning – they value strength and achievement
3. Use the Queen’s English: Poor use of grammar and language is a deal breaker
4. They are concerned about the future: of their grandchildren therefore have a philanthropic approach. Highlight what are you doing to benefit the communities around you.
5. Take them on a journey explaining the benefits: They will often take a “wait and see” attitude with new products

An Assassin, A Fishing Hook, The Power of Tribes and Two World Cups

An Assassin, A Fishing Hook, The Power of Tribes and Two World Cups

The Assassin

The sun rose quietly over Dawn Park, a suburb on the outskirts of Johannesburg, South Africa. It was Easter weekend so most people were away on holiday. In many ways it was the perfect African morning. A refreshing cool breeze in the air gently hinted at autumn’s arrival, but it wouldn’t be long before the sun climbed higher, warming the African landscape. It was sure to be a beautiful day, Nomakhwezi, a pretty fifteen-year old girl saw it that way. She was waiting for her father, who had gone out briefly to buy a newspaper, to return. Her mother and sisters were away for the weekend and she had been looking forward all week to spending time alone with her Dad. Today he was going to be all hers, he’d promised. Nomakhwezi stood at the front door, she couldn’t wait for his return.

The year was 1993 and like the seasons, most things in South Africa were changing fast. Nelson Mandela’s African National Congress (ANC) had been unbanned in 1990 and the great man himself had been freed after 27 years of imprisonment. The ANC were now in a position to negotiate the transformation towards democratic and free South Africa. But progress had faltered. The Convention for a Democratic South Africa: CODESA I and II had seen parties walking away from the negotiating table. The ANC’s back up plan of rolling mass actions to bring the white ruling party back to the negotiating table was backfiring. Their mass action rallies had resulted in too much bloodshed and a recent confrontation with police in Bisho had resulted in twenty-eight supporters being killed. South Africa was on the tipping point and heading fast towards civil war. A group of right-wing extremists wanted to help give South Africa a push into racial turmoil. They’d drawn up a hit list of senior ANC officials. On the list were Nelson Mandela, South African Communist Party leader Joe Slovo and the charismatic ex-head of the ANC’s military arm (the Spear of the Nation or Umkhonto we Sizwe) and now Communist Party Secretary General Chris Hani was third on the list.

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Digital spectators, fans and customers

Digital spectators, fans and customers

Recently, I was chatting to an author who taught me a neat trick about getting your book to be listed as an “Amazon bestseller”. It’s not about writing a good book, it’s all about manipulating the system (you get all your friends and family to buy your book on one day, and choose a nice niche category, and by the end of the day your book is in the top five best sellers on Amazon in that category. Take a screenshot, and voila – an “Amazon bestseller” forever). I was a little horrified… but then I got over myself. All bestseller charts (for books, music, anything) are manipulated. So, good for him and his team in working that out.

I also recently was chatting to a group of people who were swapping notes on how to grow the number of digital contacts they had (different advice for Facebook, Twitter and LinkedIn). The danger here was that the loudest voice was from a woman who has over 40,000 Twitter followers. She follows nearly 50,000 people, but has sent less than 100 Tweets. In other words, for her, it is about the quantity of connections, not their quality or utility. My instant reaction was: “so what?”. Big deal.

And, then today Seth Godin’s daily thought cemented my thinking. The key is not to generate more digital spectators. You need to work hard to turn spectators into participants. Participants can become fans – and then you’re talking!

Read Seth’s blog, or an extract below. The last line is the most important!

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Top tips for Generation Y online customer experiences

Top tips for Generation Y online customer experiences

I’ve been invited to speak at the Online Customer Experience 2010 conference in London on the 12 July where I will be doing my Mind The Gap presentation on the different generations. Leading up to this event I’m going to be sharing some of my thoughts and ideas on how to strengthen the online connection you have with each generation.

You can see my other posts on Generation X and Baby Boomers

Here are my headline top tips for delivering online customer experience for Generation Y:

Who are Generation Y?

This generation were born at the turn of the century and have also been called the Millennial generation. Our research shows that in Europe and the UK Generation Y starts in and around 1990 and ends in 2007.

Why is Generation Y important?

They are the largest Generation since the Baby Boomers and because they are extremely confident, they have a big influence on household purchases. As they enter work their disposable income is increasing and are active online consumers

Online customer experience Top Tips:

1. Endorsements will work They look for heroes. This generation grew up watching Pokemond, Miley Cyrus, Big Brother and X-Factor. Ideally your celeb should be squeaky clean.
2. Helicopter parents have made them soft Gen Y have always had their parents hovering around nearby. Our research has even uncovered situations where they have taken their parents to job interviews! They are over-protected and when they get stuck they expect to be guided and helped along the journey seamlessly.
3. But don’t treat them like kids They are a hugely confident generation. They’ve grown up wired to the internet making them street smart.
4. Go ahead punk, make my day! They know their rights and will eat you up for breakfast if you try and take them for a ride. They fully understand the power that the internet has given them as consumers and they will not hesitate to hit the send button and take your brand down.
5. They are plugged in everywhere all the time: They want messages in sound bites on modern media and expect a “drill down approach” to information – limited info at first, with options to get much more than you think is necessary
6. They are time poor Time is their most precious commodity, not money. They are prepared to pay for convenience and time saving
7. Be stupid clever You can’t impress them so don’t even try. They like the original especially if it is an existing concept that has been cleverly tweaked and twisted
8. Push the boundaries: See if you can shock them, they will never admit that you have but they will get a kick out of seeing the shock on the faces of the other generations

Top Tips for Generation X online customer experience

Top Tips for Generation X online customer experience

I’ve been invited to speak at the Online Customer Experience 2010 conference in London on the 12 July where I will be doing my Mind The Gap presentation on the different generations. Leading up to this event I’m going to be sharing some of my thoughts and ideas on how to strengthen the online connection you have with each generation

Here are my headline top tips for delivering online customer experience for Generation X:

Who are Gen Xers?

Howe and Strauss define Generation X as those people born between 1961 and 1981. Whilst these dates may be accurate for American Gen-Xers our research shows that Generation X in the UK and Europe are those people born between 1964 (starting with the Profumo scandal) and 1989 (Fall of communism and the Berlin Wall). The term was popularised by Canadian author Douglas Coupland’s 1991 novel, Generation X: Tales for an Accelerated Culture, concerning young adults during the late 1980s and their lifestyles.

Why is Gen X important?

Gen Xers are entering their peak years of product and service consumption. Although this generation staved off marriage and families, most are now entering the life stages of mid-life and established families. They are also entering positions of leadership and influence. The oldest of this generation, or its cuspers are becoming leaders of important nations. Prime Minister David Cameron and his Deputy PM Nick Clegg are both Gen X-Baby Boomer Cuspers. They bring with them a very different approach to work, family life and viewing the world.

Gen X view electronic media as a primary tool for conducting research and accomplishing a vast array of every day tasks and have embraced technology. For information on everything from parenting to consumer products, they go online. For them the Internet, along with mobile phones is a convenient way to shop, bank and network with peers.

Online customer experience top tips:

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Glastonbury is not what it used to be

Glastonbury is not what it used to be

With the UK summer festival season well and truly underway, and the granddaddy of them all, Glastonbury about to finish, I was interested in the analysis of The Spectator. My colleague, Dean, has just recently posted two great blog entries about Baby Boomers and marketing to them, and I wondered whether what has happened to Glastonbury is a sad sign of the Boomers being unable to relinquish control, hand over to a new generation, or see the irony of the fact that in so many aspects of their lives they are now legislating against the excesses of their own youth.

You decide. Read The Spectator article here, or an extract below:
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Top tips for Baby Boomer online customer experiences

Top tips for Baby Boomer online customer experiences

I’ve been invited to speak at the Online Customer Experience 2010 conference in London on the 12 July where I will be doing my Mind The Gap presentation on the different generations. Leading up to this event I’m going to be sharing some of my thoughts and ideas on how to strengthen the online connection you have with each generation

Here are my headline top tips for delivering online customer experience for Baby Boomers:

Who are Baby Boomers?

Depending on where you are in the world, Baby Boomers are those people born between 1944 and 1964. In the UK Baby Boomers can be divided into two distinct groups, those born during the post-war rebuilding Europe period of 1944 – 1952 and those born during the boom and swinging London years of 1953 – 1964.

Why are Baby Boomers important?

Baby Boomers control over 75% of the personal net wealth in the UK. Recent studies reveal that Boomer purchases account for:
- 80% of luxury cars
- 74% of prescription drugs
- 80% of luxury travel
- 25% of gadgets and toys

Online customer experience Top Tips
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So close yet no cigar!

So close yet no cigar!

I recently moved house and needed to have my mail redirected. The Royal Mail has an awesome service that automatically redirects your mail to a new location for just a small fee. It’s great as it means no worrying about important mail not getting to you on time or having to find the time to go and pick up mail at your old house. Best of all there is an easy online application form eeszy peezy simple stuff and it works brilliantly. Well done Royal Mail for delivering a great customer experience.

But there is more to this story…

When I was filling in my online application to have my mail redirected, the Royal Mail kindly offered to send me a house warming gift – a pack of “yummy and useful goodies” delivered to my new address to help make the move a little easier. Not necessary to be honest but a nice touch I thought so I ticked the box. A few days later my house warming gift arrived at my new home. There was a rough knock at the door, I opened it and had a box practically thrown at me by the postman, he grunted loudly at me (it was closer to a growl) and stormed off. Startled by the abruptness of his behaviour I closed the door and went inside wondering what would be in my goody pack, it was a big box and pretty heavy. Excitedly I opened it, loosely arranged inside the box were:

- six cans of Fanta mixed fruits flavour
- box of 10 tea bags (the box had been completely squashed and deformed by the heavier fantas)
- A bottle of long life milk
- 3 flyers promoting companies that had nothing to do with Royal Mail

My excitement began to deflate. The presentation of the gift pack was awful, the box was too big for the contents, which made it look like there was less in it. The weight had clearly been the Fantas and the long life milk. The Fantas, a flavour I’d never heard of were the most vile I’d ever tasted. To be honest I’m sure it was up their with the cough medicine my mother used to force feed me! I began wondering if the company supplying these gift packs for the Royal Mail had picked up a discontinued flavour for next to nothing and was now subjecting new home movers with this sickly sweet dishwashing tasting liquid that glows in the dark! Where was my favourite Fanta orange? The remaining drinks went straight down the drain. Next I took out the very sad looking squashed tea bags that had clearly lost the brawl they had been having with the Fantas and the bottle of long life milk as they slid around the box.

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Delivering Happiness delivers new insights into customer experience

Delivering Happiness delivers new insights into customer experience

Last week I was invited to speak at the Amdocs InTouch conference in Budapest, it was my first trip to Hungry and I’m hoping to visit again soon as it is a truly fantastic city. Whilst there I was able to find some time to read the CEO of Zappos, Tony Hsieh’s new book called Delivering Happiness. Now I’ve been a big fan of Zappos for the past three years, have blogged about them several times and often make reference to the great work that they do in my presentations. So I was thrilled when I received an advanced copy from the publishers. I have to admit my expectations were high and Tony did not fail to WOW me. Given Zappos’ reputation this should not surprise. But what did surprise me was the truly inspirational story of bravery and human endeavour behind Tony’s and Zappos’ success.

To be honest I had in my mind a picture of Tony being the kind of “lucky” person who whatever he touches turns to gold. After all, this is a guy who three years out of college sold his start up internet advertising business LinkExchange to Microsoft in for $265 million, and then in 2009 sold Zappos to Amazon for an incredible $1.2 billion. Talk about being an “Outlier”! What I hadn’t however, known until reading the book, were the incredible risks, hard work and sacrifices that Tony made. Like any entrepreneur it took sheer guts, determination and perseverance, a willingness to loose it all in order to win and above all a great passion to fight for what he believed in.

I’m going to reread the book and this time with a pen and highlighter as there are insights and nuggets of brilliance on every page. As I do I will collate the thoughts and ideas from the book and share them with you.

I highly recommend this book to anyone in business who is passionate about making a difference to the lives of their customers and the people they work with. It’s a must read for 2010!! Get a copy of the book at Amazon

Here are a few reviews of what other people are saying about the book:

… Continue Reading

How various industries are using Twitter

How various industries are using Twitter

Mashable, the social media guide website

10 Ways Universities Are Engaging Alumni Using Social Media

Click the title above to access the full story and all the details. The author suggests the following ten uses of social media uses to engage almuni. Some of these may be clever to use with corporate “alumni” too:

  • Helping Alumni Find Jobs
  • Collaboration and Connecting With Students
  • Fundraising: From E-mails to Tweets
  • Training Alumni To Use Social Media
  • Meeting Alumni Where They’re At
  • Providing Tools To Spread Information
  • Alumni-Generated Content
  • Promoting Alumni Networks
  • Mobile Reunions
  • Connecting The Dots: Google Maps

How Hospitality Companies are Using Social Media for Real Results

I was excited to find this article title, but disappointed at the content. They suggest the following uses:

  • Personalizing Customer Service
  • Storytelling
  • Making Good with Mom
  • Employee Education

I’d suggest that the following could easily be added:

  • Geotagged and location-based tips and specials in the venue, and in the surrounding areas
  • Event announcements and daily information
  • Special deals and giveaways
  • Enhancement of entertainment options
  • Management of staff, schedules and staff interaction
  • Scheduling of activities, including allowing guests to requests services (e.g. wakeup calls, reservations at restuarants and spas, etc)
  • Feedback (and responses to feedback)
  • Use “objects that tweet” to manage facilities

What would you add?

They know where you’re going, and will reward you for where you’ve been

They know where you’re going, and will reward you for where you’ve been

Those of you old enough may recognise my borrowing of a Talking Heads song for the subject line of this post : )

Of course I’m talking about location-based social networking platforms. The likes of FourSquare, GowalaLoopt, etc. It’s not the first, or the last, time I’ll write about this, because it’s a big and interesting happening. It will change how marketers market, and how we will consume. When you incentives people to ‘log into’ new places, or to ‘check in’ to the same place as many times as you can, that begins to change behaviour. It’s a wonderful trend to watch.

The New York Times recently posted an article, Turning Consumer Loyalty into a Cell Phone Game, focussing on how to use these platforms as an alternative to loyalty cards. At long last! Do we really need the number of loyalty cards that are offered to us? Do retailers really think we want them? I guess some of us do, otherwise they wouldn’t keep churning them out, but it’s a pain to have to carry an extra bag just to move your loyalty cards around with you.

For retailers, these games and apps offer a new form of mobile marketing that goes well beyond a minibanner ad by rewarding consumers, individually, for their loyalty. And unlike paper cards, stores can use the data they collect from people’s cellphones to learn more about who their customers are and how they behave.

In the UK Domino’s Pizza is using FourSquare in a creative way. On Wednesday nights, the mayor of each of their restaurants is offered a free small pizza. Mashable covers the concept if you’re looking for some more detail in ‘Domino’s UK Rewards FourSquare Mayors with a Free Pizza‘.

The promotion could easily help the corporation drum up more sales. On Foursquare, users receive notifications when their friends check in at venues. Pizza checkin notifications from friends could certainly work to convince hungry Foursquare users to order or pick up Domino’s pizza.

In South Africa Global Wraps is a great FourSquare example. You can see how they’re using FourSquare here.

This is only going to get more interesting as more and more companies begin to apply their minds as to how they can tap into our interesting openness with where we’re going and where we’ve been.


Top 10 Reasons Why You Should Read This Book

June 1, 2010 Dean van Leeuwen Book Reviews, Customer service / experience 1 Comment
Top 10 Reasons Why You Should Read This Book

I’m busy reading my advanced copy of Delivering Happiness by Tony Hsieh the CEO of the brilliant Zappos. In 1999, at the age of 24, Tony Hsieh (pronounced Shay) sold LinkExchange, the company he co-founded, to Microsoft for $265 million. He then joined Zappos as an adviser and investor, and eventually became CEO, where he helped Zappos grow from almost no sales to over $1 billion in gross merchandise sales annually, while simultaneously making Fortune magazine’s annual “Best Companies to Work For” list.

I have been sent by the publishers an additional copy which I’d love to give to one of our readers. Please put your name down in the comment block below to stand a chance of winning this book and if you have the time share a story of when a company delivered happiness to your life.

Here are ten reasons why you should read this book:

10 You want to learn about the path that we took at Zappos to go from nothing to over $1 billion in gross merchandise sales in less than ten years.
9 You want to learn about the path that I took that eventually led me to Zappos, and the lessons I learned along the way.
8 You want to learn from all the mistakes we made at Zappos over the years so that your business can avoid making some of the same ones.
7 You want to figure out the right balance of profits, passion, and purpose in business and in life.
6 You want to build a long-term enduring business and brand.
5 You want to create a stronger company culture, which will make your employees or colleagues happier and create more employee engagement, leading to higher productivity.
4 You want to deliver a better customer experience, which will make your customers happier and create more customer loyalty, leading to increased profits.
3 You want to build something special.
2 You want to find inspiration and happiness in work and in life.
1 You ran out of firewood for your fireplace. This book makes for an excellent fire starter.

Best blog posts of the last month

Best blog posts of the last month

It’s been a long time since I have done a “best of” list, and today I plan to do two. The first is the best blog entries of the last month. It’s a been a good month for this blog, and maybe you missed a few of the best entries. Here’s my list, but maybe you think I’ve missed one or two – add your own thoughts below…

How to Make Magic: The Leader’s Challenge

How to Make Magic: The Leader’s Challenge

In TomorrowToday.biz we write articles and have an active blog. We write a lot of articles…I write a lot of articles. I guess you could say, “We’re full of it”! But something amazing is happening over my most recent article concerning why SA will host a memorable World Cup. It is unashamedly a ‘good news’ story in a context where we seem to gravitate to ‘bad news’ stories. I guess such stories sell more copy but they also do incalculable damage to important national treasures like perspective and morale. The comments have come from South Africans scattered across the globe, several identifying with the Janitor’s magic (you will have to read the story) and recounting their own similar such tales. And so the magic spreads! Like all good magic should.

However, there is an interesting thought tucked away in the story, one that leaders should be pondering – and that is: How do I get my staff to exhibit this type of energy exemplified by the Janitor? … Continue Reading

The day Apple became more valuable than Microsoft

The day Apple became more valuable than Microsoft

At the close of market yesterday Apple became bigger, by market cap, than Microsoft. This is huge and reflects the market’s belief that although Apple isn’t as big as Microsoft, (and probably never will be), nor does Apple make or have as much money, at the moment at least Apple is leading the tech world. Fast Company has written a good post on why this is so but they focus primarily on the product differences. The main reason in my mind is the experience Apple offers to customers. Any competitor can copy a iPhone or iPad, they make even make it look funkier, but until they match or better the overall customer experience Apple will remain way ahead of it’s competitors. Today’s competitive advantage lies in how well companies engage with their staff and customer and it is in this sphere where Apple leads the way.

You can read more about the momenteous day when Apple overtook Microsoft below or at Fast Company

… Continue Reading

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NEW: Featured Posts from our ARCHIVES

Back to the Future: Rethinking Strategy

December 3, 2009 Keith Coats

Back to the Future: Rethinking Strategy

How do you speak in a new way about strategy when an old language dominates the topic? This is a major obstacle standing in the way of thinking about strategy in a new way for a new world. Jamie Dimon, CEO of J.P. Morgan Chase was quoted in Fortune (January 26, 2009) as saying, “I [...]

Lessons from where you least expect them

April 27, 2005 Barrie Bramley

Lessons from where you least expect them

I spent 8 hours driving yesterday, to have a 90 minute meeting. Well an interview actually. I met with Thomas Schmuck. He manages a building supply store that is part of the Build It franchise (Click here for their web site). The store can be found in Vryheid. Somewhere in Kwa Zulu Natal. Actually a [...]

Change has changed

November 30, 2004 Graeme Codrington

Change has changed

One of the major reasons that interventions, training and change processes don’t work as effectively as we would like them to, is that we fail to take the time to create the necessary framework of understanding at the start of these processes. Simply put, we do not understand the nature of change itself. Too often [...]

The death of an agent

November 30, 2004 Graeme Codrington

The death of an agent

The following article has received thebiggest response of the articles we’ve written so far. The style of the article is forthright and challenging, and its possibly the style, rather the content that has got people hot under the collar. We encourage you to read the article objectively, and then also to see the email response [...]

Thirteen things smart leaders know – How to thrive in a relational economy

November 30, 2004 Keith Coats

Thirteen things smart leaders know – How to thrive in a relational economy

Leadership is about who you are. It is about character. It is about looking inwards in order to lead outwards. The best leaders are those know themselves, know their strengths and play to those strengths. They understand something of the connected, relational and paradoxical nature of the world in which they live and lead. They [...]

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