Experiential Innovation

  • This needs to be said – nowadays businesses are not innovating. They are taking old ideas and trying to see if the current market will accept them again. We are taking these new trends and hoping that they stick for more then a few months. That is not innovation. We are truly out of innovators in today’s society and that is leading to a slowing of…[Read more]

    • Now now, there’s no need to say that businesses are not innovating. I think what we should be saying is that they’re trying to perfect old methods 🙂 I think that’s still something, don’t you agree? They’re taking the best of the old and making it new. Now that’s something worth doing!

  • I have recently had several conversations with my peers discussing an item that is a fledgling trend in food: deconstruction. The concept is simple – meals are divided into their primary components and allowed to share space on the plate – but has a profound impact upon the senses and the patron. Individually each item can be enjoyed and savored…[Read more]

    • That makes no sense at all. The point of packages are to encourage customers to spend more money and drive revenue. Separating them makes it easier for customers to avoid additional costs and fees. What would happen if instead of getting a suite of services for X amount, they are getting a single product for half the cost? They would obviously be…[Read more]

      • While I agree that package programs will typically have a higher price tag and bring in steady revenue, it also has the potential to alienate those who only want one or two parts of the package. You have to consider that those on the fence will be much more willing to adopt new services if they are able to select only what they actually want to…[Read more]

        • The risk there doesn’t make it better. You can get some people who want to pick their services, but lose the increased sales from bigger packages. What business would risk their secure sales for the chance, just the chance, at more customers? It bankrupts companies and that’s why they fail to grow. Ideas like this just make things worse

          • As I replied to Ray Andrew’s comment, this is a system that works best for those with smaller markets and loyal followers. The present users will see this as a boon that can save money, but more importantly new consumers will have the opportunity to adopt the program and become new sources of revenue, albeit at much smaller profit margins.

    • To add to the conversation, I have seen this type of business model adopted by places such as restaurants and service providers (think of cable services). In both cases, I have found that it is a very hit-or-miss type of approach for the businesses involved. For the restaurants, you can clearly see that they are making much more money by being…[Read more]

      • I believe that the companies that will adopt this model will be aiming to undercut the stronger competition. Most businesses using this model seem to be niche markets who are fighting for each individual customer or sale, so it makes sense that their revenue is not as dependent upon the greater sum of available consumers purchasing their goods.…[Read more]

    • But how is that any different than regular food? I’m not understanding it too well. You just took food and gave them the chance to order separate items and options. For businesses, I don’t see how you can make more money by letting them purchase stuff in smaller batches.

      • Essentially, you are allowing the customer to experience each of the pieces individually rather than together. While it is the same parts, the end result is that you are able to thoroughly enjoy each component and identify which are unnecessary or off-putting. For businesses, I would say that this is the opportunity to allow customers to choose…[Read more]

  • Would you guys say that the next point of innovation is the next form of touch? You hear about things being 3D and more lifelike every day. It’s the primary new thing for technology, so do you think that will be the next big thing for businesses too? It seems like since the technology is coming out for new ways to physically interact, that would…[Read more]

    • This is a question as to whether or not the technology will truly improve the ability of the bank to fully meet their customers’ needs. I personally doubt that this new form of technology will revolutionize banking, simply because I cannot imagine that it would bring any new improvements. Personally, I see this as a simple progression towards a…[Read more]

      • There’s some ways to make it work though. Touchscreens and model homes for mortgages and stuff. Things to make it tangible. That’s big for me when I go to choose a place to work with. I like results, and if you can touch things you can see what’s going on.

    • I really do not see that happening anytime soon simply because it is not a trend that has been widely adopted at all. It is not something that is easily adapted to the business services industry simply because people will prefer to deal with an individual rather than a machine. People can be held accountable for their actions and have a sense or…[Read more]

    • But how’s touch gonna be any good? What are we going to do, let people touch the money in the banks? There’s not a lot that’s really something you can make touchable and still have security. I don’t get the idea of using touch to make things better

      • I’m thinking touchscreens and things like that. Not sure how else it would work. But that’s one way to make it better.

    • What are they gonna do with touch? You can’t just make things work because you want them to. You can’t suddenly make your business do things it’s not supposed to. Banks deal with money. They aren’t supposed to be involved with anything like smells or fancy lighting. It’s a business for money, and that’s they way it should be.

  • Dean posted an update in the group Group logo of Experiential Innovation Experiential Innovation 5 years, 1 month ago

    So it’s been a long time but what are some companies that do have experiential innovation? It looks like no one is doing anything different right now to me.

    • I think the same thing sometimes. I don’t really practice it all that much at work. It’s not like we have a lot to do with it anyways. Sure I keep my clients happy and make sure they’re comfortable with what I advise, but nothing too different than what everyone else is doing. Doesn’t seem like this is a big thing for me.

    • Large corporations are usually the most visible of all businesses, and it is much more difficult to implement a new form of experiential innovation in that setting than in a smaller business. Often times you will see them field test new ideas in small offices. I believe this is why we are not seeing sweeping changes in the industry. Then again,…[Read more]

    • Because it isn’t different. How can you expect people to believe the fads about all of this. Look, you need to get that whats really happening is that we meet expectations and people walk away happy. It isn’t some big scheme to get people to experience new things. We just give them what they want and they come on back.

    • I believe that we are doing things differently, just it is on a very gradual progression so we are not seeing the sort of dynamic innovation that has come in the past. Everything has been moving so quickly with the new technology and trends, but now that things are beginning to settle we are seeing less change and more businesses simply adapting…[Read more]

    • Deano! Have you heard a company called Nike? Big ol swoosh? Of course you have! 😛 Now they may not do it everywhere, but in the biggest stores they’ve got some seriously innovative stuff. We’re talking treadmills, virtual driving ranges, football ladders. The whole nine years so you can try out your gear before you buy it. If that isn’t…[Read more]

  • Have you guys ever attended one of those reenactments that they have for wars and events? I took part in one at the start of the month and noticed that I was much more interested in the story when I had a role to play. I’m starting to see what this experiential innovation is all about. When you jump into the midst of things you get really dialed…[Read more]

    • I have never participated in a war reenactment, but I had had paintball matches that were themed to resemble these types of events. With those types of events, scenarios were created and terrain was made to mirror the actual environment. While I would not say that it made the event seem authentic, it did make me feel emotions thoughts that I…[Read more]

      • That works too. I’m thinking that businesses should be framing themselves this way and creating that sort of theme. It makes it easier to become lost in the experience and remember it a bit more.

  • What a great example of Experiential Innovation… for those of you that don’t read Russian., this is a machine for Metro tickets that requires 30 squats instead of payment for the ticket. Fantastic example of getting customers involved and engaged in an activity !!

    • I’ve been stagnant on Senteo for a little while now, but I’m glad I went ahead and took a peek at the Community. I remember reading about this on a Yahoo article a day or two ago and thought it was fantastic! Maybe we need that here in the US with the lack of exercise that Americans get. Definitely would be a nice break from the daily grind of the…[Read more]

    • Now this I have to try one day! Very cool find Michael 🙂 I don’t know how I missed this while digging through the Community. Must be these old eyes, they never were very reliable but now I’m overlooking things like this? Tragic! But this really is a great idea. Get active and get to where you’re going? I like it!

    • Give me a machine for pushups or a weight bench and I’m sold!

  • While reading through material on customer experience and assessing my own contact with businesses, I came across a puzzling question that requires additional opinion. I may have touched on the topic previously and even provided my viewpoint, but I would like to gather more information on how others feel. Many companies reach a point where their…[Read more]

    • Hey, let’s not forget that when Coke tried to change its formula people freaked out. I’m surprised there weren’t riots in the streets when it happened. That’s what happens when you’re an older brand – people love you and don’t wanna see anything change. It’s like going to your grandma’s house and her making muffins instead of cookies. Maybe it’s…[Read more]

      • I do agree that there are certain products that simply do not require the innovation that other industries may demand, food being one in comparison to technology. Sometimes, innovation does not agree with the consumers, which is why I would think that a dedicated team should be assigned to estimate the overall market reception of the product prior…[Read more]

    • I view this from a rather unorthodox standpoint. Age gives you solidarity, but you only ripen to old age through innovation and tenacity. Where would many companies be if they did not capitalize on their success with new innovations? More specifically, would Coke still be successful if they only managed classic Coca Cola and did not come out with…[Read more]

      • This may seem unorthodox to you, but it is a very valid point that presents a very realistic understanding of how businesses may be molded by situational factors, in this case their position within a certain industry. I will not interject much because you have clearly covered the topic quite well. What I will say, however, is that while age may…[Read more]

    • I never really thought about this sort of stuff. It always seems like the companies are making new things so they can make more money off of them. New stuff always seems to sell. I like how cars are always getting crazy concepts and new designs since there’s always something you can change or add. So for me, it’s cars like GM and their On Star…[Read more]

      • This is a very interesting viewpoint and one that I had not considered previously, and it is one because you are considering this with a consumer’s mindset rather than a business one. The remark provides quite a bit of insight into how companies decide to create changes and products since the consumer is always the primary focus of the business.…[Read more]

    • I never took you for one to ask questions, but I guess even the “smartest” of us has a thing or two they can learn. You should know that companies innovate because they see the rewards the come with it. Sure, everyone can just sit back and cash in on their cash cows, but the real money is where they can be the only ones in the market. Think about…[Read more]

      • I do not claim to be the smartest nor do I believe that I have a better understanding of these topics than any of the individuals here. Hence, I come to the Community to gather information and try to share what I do know. Your opinion on this matter is greatly appreciated, Aaron, as you have probably the most business oriented mindset of the…[Read more]

    • Hey hey, look who’s finally asking some questions! 😉 Just teasing you, but I’m glad I popped my head in here. I would have missed throwing in my two cents (two cents is a discount, because my advice is so valuable it might as well cost a nickel!) Well, you’ve got to remember just how valuable a brand can be since that’ll definitely affect whether…[Read more]

      • You have a very valid point in stating that companies are known for their branded products rather than their actual industry affiliation. A simple case that would describe this phenomena is how Hitachi is commonly known for their production of televisions, yet they are a large player in the construction machinery industry. While it may be…[Read more]

  • I went to a place last week that took a different take on food and boy was I surprised! Probably one of the best meals I have ever had, and one of the most fun as well. 🙂 The place is called Gaslamp Strip Club and no, this isn’t the place to celebrate a wild bachelor party! It is quite an experience though, and you’ll get quite an eyeful from the…[Read more]

    • Now this is a concept that I know pretty well, although I have never been to this particular restaurant. Usually I will go out with friends and have Korean BBQ which typically involves you ordering different foods to grill at your table. Now, this is definitely something different than I am used to; with Korean BBQ you simply cook the food on your…[Read more]

      • Korean bbq sounds like a totally different beast from what I’m used to. Not exactly the fall off the bone ribs and brisket, huh? 🙂 I get what you mean though, the restaurant stay wasn’t exactly a fast food sort of experience. When we got there we were ready for the long haul, and I’m talking about more than 2 hours of just prepping, cooking, and…[Read more]

        • Definitely not the traditional BBQ that you find in the US, but it is a unique take on food. Even with them preparing the meats for you to cook, what I believe would be the major factor is that people all prefer their foods cooked differently. Leaving the customers to the cooking means that they will all want to do their cooking individually,…[Read more]

    • I can’t seem to understand this place. So you’re cooking the food, but is it seasoned or anything like that? How is this any different than just buying the food at the store and bringing it with you to the restaurant? Plus, isn’t this just a place that has a bunch of grills and tables? What’s the point in having actual chefs here? It sounds…[Read more]

      • There’s a bit of seasoning, but if you call garlic, oil, and their rub heavy seasoning then you’ve got to be crazy! It’s basically nothing but pure meat that you can cook yourself. You get to do all the work and know what exactly it is you’re planning to eat 🙂 It isn’t really all that different from eating at home, but the chef is there to make…[Read more]

    • Well, I guess it takes people like you to keep restaurants like this going. And after all that I talked about how you guys are always focusing on food and not banks. You guys make no sense. Cooking your own food at a restaurant? That’s like going to an auto shop to work on your own car; don’t forget that you paid them to go to their shop to wor…[Read more]

      • Now, Aaron, don’t get too upset. Really this all about a new experience and how the business is successful because they’re bringing in a new way of doing business to a pretty much saturated market. It’s all about the experience! 😀 I know you wouldn’t pay to go use someone’s equipment if you’re supplying all the work and parts, but for this place…[Read more]

    • From your description, it seems like the restaurant is using its name as a play on words and creating a pseudo strip club theme through the servers. While it is not always beneficial to exude this sort of atmosphere, this creates a buzz about what the restaurant specializes in. The actual appeal of the restaurant itself is the ability to cook your…[Read more]

      • They really are making the most of the name, that’s for sure 😉 The theme really is clear. There’s even pinup girls on the menu to make the theme go full circle! The restaurant is an interesting take on dining, but I gotta say, they pull it off pretty well. There really is a lot to talk about if you’ve never been to the restaurant, so the meals…[Read more]

        • I believe that they are making the right choice by fully integrating their theme into their menus. Immersing the customer in the environment creates a situation where the customer is able to lose themselves and enjoy the setting. When they are in this state of awe and enjoyment they tend to be more willing to spend money to improve that experience…[Read more]

    • I’m really late to the party here, but I like the idea of having something new like this. Maybe it’s a style of restaurant I’ll take my clients out to one day. Not really team building, but same concept, you know what I mean? Imagine having the time to bond over food like that, but talking about stuff like food, not money or the job or anything. I…[Read more]

      • You can never be late for jumping into discussion with us, James! 😀 This is definitely a place to go ahead and just chit chat, share a meal, maybe have a few drinks and discuss hopes, dreams, and the going ons of life. 🙂 If you brought your clients here imagine all the time you’d have to ask them about their lives and what they hope to achieve…[Read more]

  • I don’t know about you all, but I’m getting a little fed up with how businesses seem to forget how to connect on an emotional level. 🙁 Michael’s article Experiential Innovation for Bankers talks about how product and channel innovation occurs on a different level than experiential innovation because one deals with rational thought while the other…[Read more]

    • When I was a kid I was raised in New Jersey, playing out at the park and then enjoying the snow during the winter. When it was too cold I would be inside and play video games with my brother on my Nintendo. I remember I wanted it because there were magazine articles about it being so much fun and using your imagination. I think it was a picture of…[Read more]

      • Would you say that the imagination side of your decision to view Nintendo in a positive light is what is important, especially considering how there are other brands that try to do the same thing? Maybe more like a bias towards them?

        • It really was never about being biased towards the brand itself. I would say it is more of a connection with the brand; I grew up, lived, and evolved with the brand over the years, and attached to that brand are memories that carry so many emotions. The opportunity to enjoy those emotions again, even if in reminiscent fashion, is worth staying…[Read more]

      • That sounds like a great memory and reason to like the brand! 🙂 Something you grew up with always gives you that warm fuzzy feeling inside 😀 It doesn’t matter if its something fancy like a shiny new MacBook or a dinky little kazoo, when it makes you happy and brings up those emotions then it’s definitely sentimental!

    • It is a difficult task to blend the rational and emotional minds to create a product that will appeal not only to the individual but also to logic. In many cases the product fails to deliver on one front, ending up as a simply rational or emotional purchase. It is when the lines are blurred that there is truly a cult following behind a product.…[Read more]

      • I believe that there is a mental pull towards products you are familiar with, similar to how you are drawn to those with whom you share a strong connection or bond. This can be applied to a relationship with a bank in the sense that you are more closely tied to the banks that provide the best, most personal service to you. I had banked with Bank…[Read more]

      • Is it the emotional attachment or just being used to doing something? Kind of like how you get used to going to a certain gas station or drinking a certain brand of drink.

        • From my perspective it is an inclusion of both the emotional factor and the habitual process of using the same product. Situational conditions apply, but as a whole there is usually a tandem approach by your emotions and your instincts to be biased towards one product or another. It is not always the case, but I believe that there is a combination…[Read more]

      • You know, Stan, cigarettes will kill you 😉 I’m just teasing you 🙂 But this goes with exactly what I was asking about. Physically you wanted the nicotine – it’s an addiction. So rationally, it made sense to buy it and smoke any cigarette, right? But emotionally you wanted the Marlboro brand. You can’t really explain it all, but that’s just the…[Read more]

    • I’m not too sure I get what you mean by emotionally and rationally drawn. What kind of emotions are you talking about? Do you mean when you buy it you feel happy? Or is it something like when you use it you feel special?

      • I feel like this sort of situation refers to any sort of positive emotion that can be invoked. Emotions help you make decisions during your everyday life, and when you are happy you tend to act more positively towards the person or thing giving you joy. Whether is it buying something or using something from them, it is the positive emotion that…[Read more]

      • What I’m trying to get at, Dean, is that there are things that make you smile and happy. I’m talking about way more than it should because you are connected to the product. Maybe you’re happy or you feel special, maybe even both 🙂 What I wanna hear about is something that you like to buy, makes sense to buy, and want to buy because you are just…[Read more]

    • People think with their heads, especially when it comes to important purchases. You can buy a soda because you have some sort of connection to it, but are you going to think the same when you buy a stove or a fridge? I’m glad you can have your childish little fantasies about how emotion plays into what you buy, but let’s be real. We buy things bec…[Read more]

      • I won’t try to argue with that logic because it makes sense. 🙂 Yeah, we are more logical when it has a bigger impact on our lives. Heck, when it comes down to it I think with my wallet a little more than with my emotions anyways. 😀 But still, when it’s something small I think you can go with your gut more than your wallet. Kind of like buying a…[Read more]

  • Positive customer experiences are not widespread amongst the financial services industry, and while there may be improvements, sometimes we are most impacted by the small human touches that are included in our everyday experiences. I had the pleasure of speaking with a customer service representative from Discover Card concerning a false charge to…[Read more]

    • There really is an added value to services when it comes to what an individual can bring to the table. The opportunity for an individual to leave a lasting impression is something that all businesses need to consider; we are shaped mostly by those we interact with and encounter in our lives, so those who have a positive impact will have…[Read more]

      • You think that the rep gave a good view of Discover’s card and the company. But do you think Stan would have gotten the card if the rep wasn’t the one who sold him on it?

        • I cannot say for sure what the outcome would have been had that particular representative not helped me. What I can state with certainty is that the card, after he had explained it to me, matched my spending habits and provided me with greater benefits and incentives than my previous card. Is that to say I would have opted for the new card…[Read more]

      • You know, Ray, that is exactly right! People are probably the biggest influence on our decision making. 🙂 That’s why we have all those reviews online! Imagine if we couldn’t Yelp how good our restaurant was? I think I’d panic when picking out a place to eat dinner 🙁

      • Human interaction has become such a core aspect of our lives that the thoughts of others heavily influences our view of the world and our actions. It is rare that we are truly able to make a decision that solely affects ourselves; when we discuss what happens then it sways the perception of others. The representative, while not directly associated…[Read more]

    • That’s really cool that the rep went over your account with you. Most people wouldn’t do that, but this guy cared enough to do so. Do you think he should have done that knowing that he already fixed your first problem? Why do you think he went over everything with you?

      • I believe that he went over the account with me out of personal concern for me as a customer. He also was probably performing his due diligence because he did not want me to be calling again for a similar problem. He was right to follow through with the problem and scan for more errors because it is a simple task that is wholly related to my…[Read more]

    • It’s the little things like this that make the day better, huh Stan? 🙂 You definitely got a cool guy to work with, and one who really cares about the people he helps. The upsell sounds like it could have been hit or miss, but if he really did scout the product out for you then that’s great! Very cool experience and I’m glad you shared it with us 😀

      • You are correct; small gestures have a great impact upon the outcome of a conversation, especially in a case such as this where you cannot find emotional cues from the individual’s body language. Relying only on their voice and actions makes it quite difficult to obtain any real sense of connection with someone over the phone. In this case, the…[Read more]

    • Stuff like this isn’t really all that special. If they let a false charge go through in the first place then then least they could do is scan your account for more problems. If they don’t then they stand to lose another customer, which is bad for the company. You make it seem like this guy did all sorts of over the top work, but he really was jus…[Read more]

      • Seeing as how his only responsibility was to assure that my initial problem of having a fraudulent charge was resolved, the representative did go beyond his scope of support to assist me. While it did benefit the company overall, he had the opportunity and ability to end the call once he revoked the charge on my account. Also, while he may or may…[Read more]

  • Ray Andrew posted an update in the group Group logo of Experiential Innovation Experiential Innovation 6 years ago

    Being a young college student, I’m finally facing the fact that I have finances to manage. It is not a great experience, though. I go to the bank and I’m more often than not dealing with ATMs to conduct my transactions, maybe speaking a few words to access my safe deposit box. Honestly, when I’m at my bank it is usually to complain about some…[Read more]

    • Ray, from what you are saying it sounds like the relationship really was not reliant upon the conversations, but rather the emails and appointments were a catalyst for your own decision to maintain contact with the career services coordinator. While it may seem like she was the one who began engaging you in conversation, you were the one that…[Read more]

      • I never considered that I was the one keeping contact with her, but it makes a lot of sense. After the first few emails, I was the one stopping by her office and asking her questions. I really didn’t think about my goals until she asked me, and after that I really kept it on my mind. She helped me realize what I needed in life to mature and…[Read more]

        • Jamie really is a stellar individual and I value his advice as well as his friendship. It sounds like your coordinator is filling a similar role in your life as Jamie does in mine. When you start reaching out the other person, that is when you know the relationship is growing and becoming more than a business partnership. I am glad you posted this…[Read more]

    • Dean replied 6 years ago

      I’m not too sure if this is the right response or even relevant considering how long ago this was, but I think of bartenders when I think of experiential innovation. I’m not talking about the guys who just serve you drinks and that’s that; I’m talking about the guy who calls you by name, knows your drink before you have to order, and will keep a…[Read more]

      • Even though this does not directly deal with banking, I believe this is perfectly relevant. This is a man who, as a bartender, engages the customer, makes them feel welcome and trusted, and looks out for their greater interests. Yes, he is also making money off of them, but he does so while also trying to give them increased value. You went to…[Read more]

    • Aaron replied 6 years ago

      I don’t usually agree with those in this community, but in this case I cannot argue that banks are very straightforward, to-the-point institutions. Honestly, I would not want a bank to change, though, because they are efficient, effective, and established institutions that have been providing services that we want and need, and to change their s…[Read more]

      • That’s not a run-of-the-mill experience, especially out on the streets of New York. Sounds like a really great guy, though, and he makes the business better by being so involved. I still think that banks would benefit from giving a similar experience to their customers. Just like how the vendor made you feel welcome, banks can do the same to…[Read more]

        • You can’t build a relationship with a bank so easily because what they provide isn’t something I can touch and feel. I can’t enjoy my account like I can enjoy the food I bought. This is a totally different situation because all banks can do is hold your money or lend you more.

    • It’s Senteo’s ideas in real life 🙂 Maybe she was reading up on Senteo’s work too, huh? She really was taking a play from one of my favorite Senteo playbooks, Experiential Innovation for Bankers. Keeping contact is a great way to build that relationship 😉
      My great experience was with my barista at Starbucks. Can’t start the morning without my…[Read more]

      • That’s really great that you have your barista that you know by name. It’s hard to find that sort of connection and experience without paying crazy amounts of money to hire your own personal barista – or any sort of person for that matter.
        I’ll have to introduce my coordinator to Senteo’s material. This really is good reading for everyone, and I…[Read more]

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