Purchasing Embarrassing Products
Self-service is better service. This is especially the case when it comes to self-serve checkouts. Yes, they can reduce labour costs. So too can they ease line congestion. But what is often overlooked is the ability for self-serve checkouts to alleviate the awkwardness felt by embarrassing products.
Keep readingThe value of an incomplete idea
An incomplete idea is better than no idea at all. It sounds obvious. Yet so many of us do not express an idea unless it is the holy grail itself. The fear of being shot down can be hard to overcome. For those of you who have attended design thinking workshops, the first rule is…
Keep readingThe Rise and Fall of Anti-Marketing Marketing
Customers are now smarter, more observant and more cynical than ever before. They are aware of the wiles of marketers. As a result, traditional branding approaches have been rendered useless in strengthening the brand and capturing mind share. This has led to the abandonment of the traditional ‘push’ strategy, and the adoption of the illustrious ‘pull’…
Keep readingThe Secret to Hotel Management
If you want to sell more rooms in your hotel complex, you need more referrals, greater word of mouth, positive online reviews and return customers. The way in which to do this is to create customer delight, whereby customers’ expectations are exceeded. While this is no secret, all elements of the hotel business need to…
Keep readingWhy I avoid the term, ‘consumer’
I often refrain from using the word, ‘consumer’, and there’s a clear reason why. As businesses are set up often with multiple links in the supply chain, the term ‘consumer’ was coined to distinguish between business customers (wholesalers) and customers who are the end-users of a product. However, ‘end-customer’ can just as easily be used…
Keep readingQueuing in Stores
Queues. We hate them. Yet lining up has become a reality that we have come to expect when shopping in retail stores. However, there are queues and then there are queues. What happens when stores fail to confine their lines to a reasonable level? Put simply, customers get PISSED OFF when they are stuck waiting in line! There…
Keep readingSocial Media Marketing Done Wrong!
Social media is fast becoming the primary marketing communications channel adopted by organisations. Yet it seems that the majority of companies have not the slightest clue as to how to actually do it. Forget about the intricacies; inorganic reach, number of followers, how often to post content, etc. The problem is much more central. Organisations…
Keep readingManagement Concepts Taught Poorly
While It is good to understand why concepts may fail, the failures should not define the concept.
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Scott Lyons 