Kenneth Collett

Tag: 5 Stars Is Average

  • A category of one

    You might be in a category of one, but you probably aren’t. You might be the only business that people in your city can turn to for a home meal delivery subscription, but you probably aren’t. You might be the only lawyer, or copy writer, or plumber, but you probably aren’t. The next trick you…

  • Customer experience and customer service come apart

    Think of a moment when you were out in nature. Maybe you were watching the sunset somewhere, or a sunrise. Or perhaps you went for a stroll, or a surf. Or maybe you were sat with friends around a fire, or a picnic blanket. Doesn’t matter, just think of a moment when you were out…

  • Sausage factories

    It seems to me that a choice, even a passive choice, not to enter the experience economy is a choice to be a sausage factory. If you aren’t competing on experience it seems to me that the other levers will regress to price. If 5 stars is average, and a good product and great service…

  • You might die, but you probably won’t.

    Create an experience, and ship it. It might feel a bit awkward at first, but can you actually die of embarrassment if you start your meeting a little differently? Probably not. Will trying something a little different this time kill your business? Probably not. Have you got something to lose? Maybe your sense of comfort.…

  • The courage to be peculiar

    The experiences we remember, the moments we talk about, the ideas that spread, they are all peculiar in some way. And yet we’ve been taught that being peculiar is scary and dangerous. How can that be? The case for peculiar If those experiences and moments and ideas weren’t peculiar; if they were the average kind,…

  • How To Win In The Post-Service Economy

    Service has become commoditised. We expect our food will be prepared quickly, and we expect that the food will be great, because great service is the new minimum expectation. We only go to the restaurant / hotel / mechanic / insert-your-business-here if it has 4 or 5 stars. Only 3 stars? Meh … Great service…