I hate bringing up this brand always as an example but they do a lot of things right.
The short lesson from this article about Apple’s retail experience is that if you want people to have a consistently good experience with your store, you must CONTROL everything. No element of your store’s experience should be left up to a random element of choice as decided by an hourly employee.
A 2007 employee training manual lays out the A-P-P-L-E “steps of service” with an acronym of the company name: “Approach customers with a personalized warm welcome,” “Probe politely to understand all the customer’s needs,” “Present a solution for the customer to take home today,” “Listen for and resolve any issues or concerns,” and “End with a fond farewell and an invitation to return.” It is reportedly still in use today.
Freedom comes on the other side of control. Question is, how are we controlling the experience in our stores?
A place to learn how to make bikes. You keep the skills, your first bike goes to someone who really needs it.
The Bicycle Academy is a new enterprise providing people with the skills and facilities to design and make their own bikes.
Frame building will be taught by the legendary Brian Curtis as evening classes or short weekday courses. As part of the learning process each student will make a frame designed specifically for use in Africa. Once graduated students will be able to use The Bicycle Academy workshop to hone their skills and build their own frames. (Sponsored via peoplefund.it)
What do you think about this video? “Incentivising senior employees very differently. Saw this incredibly interesting video recently. Was impressed not only by its surprising conclusions, but by its original way of presenting information. It’s certainly intriguing. I suspect that my senior people at Virgin will hope I don’t watch this video too often! What do you think about it? (via his blog)
It is a pretty cool video on management. And I agree that this original way of presenting information by RSA is very convincing. There are many more animated videos on their website or youtube channel. Great content and intriguing to watch. Thanks Richard for posting and thanks RSA for being a powerful and inspiring platform.
Tim Biskup and his most recent installation titled Gravity’s Migraine. The see through cube which sits behind the hotel’s reception desk featured a woman inside the space which brings to the forefront issues of voyeurism and the lack of privacy. The core idea behind these installations is how objects can take on an entirely new shape by simply changing their visual perspective. When looking simply at the cube, it’s interesting to note how the lines on the cube’s glass create this fractal look which merge with the layers of blue and white patterns painted within the transparent box; thus, creating new shapes that duplicate Biskup’s style in a three dimensional landscape.
Coffee & Power is the current project of Philip Rosedale, the founder and former CEO of Linden Lab, the company behind Second Life. It’s a crowdsourcing startup that Rosedale founded in 2010 with former Linden Lab colleague Ryan Downe and former Accenture consultant Fred Heiberger. And it’s all about making it easier for people to do small chunks of creative work for one another, and get paid for it. The idea has to components, there is a website where people can post small jobs they need done or are willing to do. And two physical Coffee & Power “workclubs,” in San Francisco and Santa Monica, where members can meet to collaborate or deliver services. These are the “key enabling features” that they copied from Secon Life and that help sellers and buyers find one another, decide who’s trustworthy, and pay for work completed. The first element is rich communications, in the form of profiles, reviews, status updates, and a live public chat space (no 3-D avatars this time). The second is radical transparency, meaning the details of every transaction are available for everyone to see. The third is a virtual currency, called C$ in an echo of Second Life’s Linden Dollars or L$.
Ekso is the bionic exoskeleton that allows wheelchair users to stand and walk.
How it works
Guided by a clinician, Ekso utilizes four electromechanical motors and
an intelligent algorithm to provide patients with a smooth natural gait.
It will debut in rehabilitation centers in early 2012
and enable users to stand, walk, make turns and sit.
The guys at BERG are just amazing. No wonder they came up with an amazing product.
Here’s what’s important…
1. Printers are the most boring things around-(we worked on Epson and know the challenges) these guys managed to make one that’s cool
2. It’s cool because it has personality- “little printer” shifts it from a inanimate object to something personal and cute
3. It’s cool because the form factor plays with our conception and expectations of a printer
4. Small is the way to go because it matches and fits with our other devices- it’s a printer that doesn’t look out of place with our mobile devices and it looks like we can take it wherever we go
5. It recognizes and demonstrates to us that we might have things on our mobile devices that warrant printing- smart user understanding
6. HP dominates the business and has spent millions trying to make printers cool and they have failed every single time
7. Anyone can have an idea, but not everyone brings them to life
8. You need to bring it to life in a clever way- Berg’s film is great and agencies should have no problem doing this part
9. If you can dream it up- why not make it real? There’s nothing stopping you from dreaming up a product, bringing it to life and selling it- why not make your own products? (via influxinsights)