How many times have you heard the phrase “Evolution, not revolution“? It tends to be used to urge a slower, more measured approach to managing change rather than the “Big bang”, or revolutionary approach.
Restaurants in Japan have always understood the value of dressing their windows attractively in order to entice prospective customers inside. Indeed, an entire industry has emerged based entirely on the manufacture of restaurant food models. They are effective because they are so mouthwateringly appealing – at least in appearance, when viewed through a glass window.
[Photo courtesy of Kenton]
I spotted this notice attached to the underside of a toilet seat and couldn’t help stopping to read it in full. And having read it and wondered about it, I captured a picture to remind myself what I’d seen.
Ever experienced consumer delight when using a product or service? It’s a great feeling isn’t it? It’s exciting; pleasurable; intoxicating. But what actually is it? Where does it come from? Why is it so important? And why don’t we experience it more often?
What actually is consumer delight?
It’s hard to know exactly. And it’s almost impossible to predict but we certainly know it when we experience it. Rather like the proverbial bottle of great wine, many of us don’t understand enough detail to know we’re going to like it, but we certainly know it when we’re actually experiencing it. Continue reading
I went out to dinner last week with 3 colleagues – just a few drinks and something to eat whilst we chatted. The staff took good care of us and we had a thoroughly good evening. As we were presented with the bill, we asked if we could add ten percent, split it four ways and pay with cards, but we were met with an “oops – sorry, we can’t do that“. This was the first problem we had encountered all evening. The waitress explained that the tills weren’t able to take payment for anything different from what was on the bill. Any tips would have to be paid in cash. She said it was a common problem and that she had told her boss about it, but “nobody ever listens“. We tried every way of “tricking” the system into allowing us to overpay but we failed and as none of us had any cash with us, we left without tipping the staff.
What makes this story all the more worrying, is that I had visited the same place four years ago with the same friends, and had experienced the exact same scenario. Continue reading