By Company – Heaven Session

*	Ideas for ?	Category	Resource Filter	Table Number
	New idea	Control the Damage Ahead of Time
	Quality of presentations. Design where people don't put design. Attitude.	Focus on the Field of Awareness		1
	The first seven seconds of every presentation. And maybe some time before the presentation starts -- anticipation.	Focus on the Field of Awareness		1
	Leave behinds: Magic 8 ball; Action plan; Method-to-the-madness souvenir	Focus on the Field of Awareness		1
	Always giving more than the client is expecting to get. We are not keeping a meter running.	Focus on the Field of Awareness		1
	Connecting the work to metrics impact.	Focus on the Field of Awareness		1
	Sensitive, empathic, nonjudgemental discovery process. Observing without judgement.	Focus on the Field of Awareness		1
	We're in the foxhole with you - if we see something that you need, we will bring it.	Focus on the Field of Awareness		1
	Cover song archival box-set fully designed by David Gorman.	Exaggerate the Experience	Can Shift	1
	Favorite artist or band shows up at the office for a spontaneous concert	Exaggerate the Experience	Seemed Like a Good Idea at the Time	1
	Best of Africa box for SB	Exaggerate the Experience	Seemed Like a Good Idea at the Time	1
	Synchronized t-shirt display at a soccer game for SB Africa	Exaggerate the Experience	Seemed Like a Good Idea at the Time	1
	The best of box of collection of items.	Exaggerate the Experience	Can Shift	1
	Popups at the client's office like a sharing library, tea shop or massage parlor (courtesy of SLAP)	Exaggerate the Experience	Seemed Like a Good Idea at the Time	1
	A presentation box.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	1
	BMH - some framed commemorative plaque with your values etched on it.	Exaggerate the Experience	Can Do	1
	Values or our statements etched on a plaque around the office.	Exaggerate the Experience	Can Do	1
	Exclusive executive newsletter.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	1
	Really nice clothing with values in the lining	Exaggerate the Experience	Seemed Like a Good Idea at the Time	1
	Yoga mats that say - don't relax	Exaggerate the Experience	Seemed Like a Good Idea at the Time	1
	If you are an alumni of one of our solutions, that gets you into other stuff.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	1
	Passports around their own city to do attractions.	Exaggerate the Experience	Can Do	1
	Outrageous prize raffle for BMH or UTH attendees	Exaggerate the Experience	Seemed Like a Good Idea at the Time	1
	Be integrated directly with the competition. Introduce our solutions to the competition. Compare scripts because we run the risk of boring the same audience. Fit in where they don't	Exaggerate the Experience	Can Do	1
	Puzzle rooms - solve their way out of a problem. Escape zombie rooms. Themed by SLAP for their company.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	1
	We go where other don't or won't. Taking them to local attraction that they have never gone to.	Exaggerate the Experience	Can Do	1
	Publish your online story - "My one lesson of management" - Capturing stories and moments maybe by picture or video	Exaggerate the Experience	Can Do	1
	Fly Dear World out to Africa to take pictures and capture the emotionality of the leadership team. Turn it into a video or a whole story.	Exaggerate the Experience	Can Justify	1
	Gift client with a day with the top business metrics people in the world.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	1
	Invite an author of South African journal to speak with the company and/or leadership team (SB)	Exaggerate the Experience	Seemed Like a Good Idea at the Time	1
	Adult second chance proms.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	1
	Flash mobs.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	1
	Play space in a business. Adult swing set. Adult playground.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	1
	Take five to seven executives and bring in top experts to discuss business in an intimate room. Then at night, everyone goes out to hang out. Intimate thought leadership thing with our value and our style.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	1
	Though leadership summit for our clients.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	1
	Giving back to the communities that these companies live and work in.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	1
	A comic book that is themed around making the Business Case for Humanity. Making managers look like super heroes. Estimated cost $2k	Exaggerate the Experience	Can Justify	1
	SLAP awards - A box of goodies and an award - Estimated Cost $2k + $200/award Gold Record for the wall	Exaggerate the Experience	Can Justify	1
	Binder on what else is going on in the world.	Remain Relevant		1
	Competitive Summit for OpenTable	Remain Relevant		1
	What triggered the big turn around for Samsung. Maybe there is a sort of innovation summit.	Remain Relevant		1
	Champion innovation in a way that is relevant to you. Build it into a company.	Remain Relevant		1
	Innovation series.	Remain Relevant		1
	Are you close enough to your clients or customer to know significant life events and be able to celebrate them?	Remain Relevant		1
	Three head-hunters coming into the bank to tell the story. Talent mapping. Board review. SB	Remain Relevant		1
	Proust questions ... a page about leaders. We buy insurance policies.	Remain Relevant		1
	Intranet relevance.	Remain Relevant		1
	After KPMG and Mackenzie, ethics are incredibly relevant to them. Ethical scoring. Reveal some of our internal values without a way of it being self-serving (SB). Also issues with compliance. Tell us your point of view on ethics and we will make sure our people have that information.	Remain Relevant		1
	Using social media channels and our website to tell more customer stories.	Create the Echo of a Thousand Good Times		1
	Christa Award -- Get down in the dirt with your customer. The Kenny Award --	Create the Echo of a Thousand Good Times		1
	Collect the stories	Create the Echo of a Thousand Good Times		1
	Family style events with clients	Create the Echo of a Thousand Good Times		1
	Bum bags ... we'll do it for you	Create the Echo of a Thousand Good Times		1
	Website storyline ... are we going to be this concrete tower of ultimate IP and thought leadership? Strength in Vulnerability	Create the Echo of a Thousand Good Times		1
	Parking ticket story -- Talk to people like they talk to themselves.	Create the Echo of a Thousand Good Times		1
	Greek Chorus -- stand outside of the conversation and comment on it. You have to think like they will think when they read it.	Create the Echo of a Thousand Good Times		1
	Presumption of intimacy	Create the Echo of a Thousand Good Times		1
	Family easter stuff ...	Create the Echo of a Thousand Good Times		1
	College of shared knowledge	Create the Echo of a Thousand Good Times		1
	Something that is surprising and different for CIB --	Create the Echo of a Thousand Good Times		1
	If you are in Kenya here are three great restaurants ...	Create the Echo of a Thousand Good Times		1
	Inspirational field trips.	Create the Echo of a Thousand Good Times		1
	Resilient relationships	Control the Damage Ahead of Time		1
	Logistical Planning. Make us the first ones to call	Control the Damage Ahead of Time		1
	Establish ourselves as being available and responsive	Control the Damage Ahead of Time		1
	ASDLFJKA;DSLFJK	Exaggerate the Experience	Can Shift	2
	ADFSLKADFS;LJK	Create the Echo of a Thousand Good Times		2
	DKDKDKDKDK	Create the Echo of a Thousand Good Times	Can Do	2
	ASDKDSLKKKK	Remain Relevant	Seemed Like a Good Idea at the Time	2
	UIUIIIIIOAXDF	Remain Relevant		2
	LKJL;JK;LJK	Control the Damage Ahead of Time	Can Justify	2
	LKASDFL;JK	Control the Damage Ahead of Time		2
	1.Company anniversaries/ wedding anniversaries	Create the Echo of a Thousand Good Times	Can Do	18738-2
	Cleared Balance ( Airtime and Data) - Set up an intuitive system that detects such deductions and instigates auto-reversal of the funds within an hour and triggers auto generated message of apology to the customer	Control the Damage Ahead of Time	Can Do	18738-2
	Quick body vitals check	Exaggerate the Experience	Can Do	18738-2
	Play pen for children	Exaggerate the Experience	Can Do	18738-2
	Free car wash service	Exaggerate the Experience	Can Do	18738-2
	Fuel vouchers	Exaggerate the Experience	Can Justify	18738-2
	BRT/Bus ride ticket	Exaggerate the Experience	Can Justify	18738-2
	Random gifting for 5th, 10th, 15th etc customer across our channels	Exaggerate the Experience	Can Do	18738-2
	Free snacks/food on random days	Exaggerate the Experience	Can Justify	18738-2
	Free installation of our products	Exaggerate the Experience	Can Justify	18738-2
	Home service/delivery of products	Exaggerate the Experience	Can Do	18738-2
	Send gift to customers on their birthdays	Exaggerate the Experience	Can Do	18738-2
	Send gifts to customers on their network anniversary	Exaggerate the Experience	Can Do	18738-2
	Drop off transport service	Exaggerate the Experience	Can Justify	18738-2
	Quick body vitals check	Exaggerate the Experience	Can Do	18738-2
	1.Company anniversaries/ wedding anniversaries	Create the Echo of a Thousand Good Times	Can Do	18738-2
	2. Festive street decorations	Create the Echo of a Thousand Good Times	Can Justify	18738-2
	3. Birthday celebration	Create the Echo of a Thousand Good Times	Can Do	18738-2
	4. Season of surprises/Y'ello Christmas	Create the Echo of a Thousand Good Times	Can Justify	18738-2
	5. Aged customer's recognition	Create the Echo of a Thousand Good Times	Can Do	18738-2
	6. Special number customer recognition	Create the Echo of a Thousand Good Times	Can Do	18738-2
	7. Radio shout out on birthdays or customer's special day	Create the Echo of a Thousand Good Times	Can Do	18738-2
	1. Offer free financial literacy programme to equip them with information on how to manage their finances and cope with the current economic situation	Remain Relevant	Can Do	18738-2
	2. Provide food banks through the MTNF negatively impacted regions due to floods, terrorist attacks, banditry etc	Remain Relevant	Can Justify	18738-2
	3. Provision of work tools to support customer hustle	Remain Relevant	Can Justify	18738-2
	4. Free business seminars and workshops for SMEs to aid scale their businesses with the knowledge from the sessions	Remain Relevant	Can Do	18738-2
	5. Fuel support for school buses just for you	Remain Relevant	Can Justify	18738-2
	6. Microsoft certification for Teachers in STEM, to aid in their upskilling cost wjich will translate to improved educational system	Remain Relevant	Can Justify	18738-2
	7. Environmental cleanup service	Remain Relevant	Can Do	18738-2
	Roaming Issues (Active roaming bundle that is not functional and the customer is being charged from his/her airtime instead of the roaming bundle) - Have a dashboard that displays MTN Customers roaming on another network and their status (Green -all is well, amber/red- issues with roaming) , this proactively informs the roaming Team to respond to the customer in amber/red to resolve their issues + an SMS to notify of the resolution of the challenge experienced. Upon returning to Nigeria, the customer would be entertained at MTN Lounge at the airport/compensated with additional airtime/data	Control the Damage Ahead of Time	Can Shift	18738-2
	Play pen for children	Exaggerate the Experience	Can Do	18738-2
	1. Offer free financial literacy programme to equip them with information on how to manage their finances and cope with the current economic situation	Remain Relevant	Can Do	18738-2
*	Birthday video call from their favorite artist / MTN CEO	Exaggerate the Experience	Can Do	18738-1
	An AI Avatar of yourself that attends to customers at our Experience stores	Exaggerate the Experience	Can Shift	18738-1
	A personalised virtual reality customer support of an enviroment of the customer's choice	Exaggerate the Experience	Can Shift	18738-1
	giving out free products to 1st 22 customers everyday of the month to mark our 22nd anniversary this month	Exaggerate the Experience	Can Justify	18738-1
	Get back all they have spent on data in the past year	Exaggerate the Experience	Can Justify	18738-1
	Airtime gifting for every network downtime	Exaggerate the Experience	Can Justify	18738-1
	Branded gifts for their special anniversaries	Exaggerate the Experience	Can Do	18738-1
	Football World: Supporting the female football in Nigeria.	Remain Relevant	Can Do	18738-1
*	We celebrate every Parent out there, going over and beyond for their children in these difficult times.	Remain Relevant	Can Do	18738-1
*	Informing people about the current health trends E.g anthrax outbreak through media	Remain Relevant	Can Do	18738-1
	How to do videos e.g sharing recipe, technology.	Remain Relevant	Can Do	18738-1
*	Human centered topics/ issues: Girl child right, cancer awareness, PCOS.	Remain Relevant	Can Do	18738-1
	What happened in history today: things that happen on date particular day in the world e.g Independence	Remain Relevant	Can Do	18738-1
	Engaging fun facts	Remain Relevant	Can Do	18738-1
*	Memory Lane e.g 1) Reliving those moments of first our customer center, so the customers we find in there on the day of our visitation all get free gifts. 2. First scholarship recipient, first communities where we set up our base stations.	Create the Echo of a Thousand Good Times	Can Shift	18738-1
	Helping our first distributors to renovate their centers, how it all started and now it everywhere.	Create the Echo of a Thousand Good Times	Can Justify	18738-1
	Build a house or do something for the families of first 100 employees/ retirees first 100 customers. Celebrate the loyal customers on your network.	Create the Echo of a Thousand Good Times	Can Justify	18738-1
	Network Downtime. Empathizing with Customers through video broadcast to make them know that we care and we understand their plight/inconvenience	Control the Damage Ahead of Time	Can Do	18738-1
*	CX issues and system maintenance issues. Inform Customers ahead of time when certain services would be unavailable due to maintenance, sharing alternative media for accessing same service at reduce rates/discount for their troubles	Control the Damage Ahead of Time	Can Do	18738-1
*	New Regulatory rules limiting customers' activities. Broadcast messages/ Calls from Business. Being proactive prior to service cut-off, informing our customers on all new regulations	Control the Damage Ahead of Time	Can Do	18738-1
*	Product Delivery Issues resulting in compatibility, and Durability Issues This is often the case when enterprise strive to get to market first and hence develop products in sprints, The way forward is to keep customer informed and expectant by integrating promo for new version, so customers are expectant that their issue will be resolved even with greater rewards.	Control the Damage Ahead of Time	Can Do	18738-1
	Reference past eventualities and recommend solutions that have proven to work	Control the Damage Ahead of Time	Can Do	18738-1
	Pulse check on Quality of Service (QoS)	Create the Echo of a Thousand Good Times	Can Do	18738-3
	Posts on initiatives adopted and grounds covered as a result of embracing feedback received from customers	Create the Echo of a Thousand Good Times	Can Do	18738-3
	Videos and jingles (radio adverts) educating the public on our commitments through our projects and services	Create the Echo of a Thousand Good Times	Can Do	18738-3
*	2. Through MTN's Employee Value Proposition (EVP) and initiatives adopted for employees to cater for current economic issues in the Country	Create the Echo of a Thousand Good Times	Can Do	18738-3
*	3. Our CSR Initiatives: a. Healthcare initiatives, where we implement activities that promote good health and wellbeing (aligning with the UN SDG 3), Particularly by upgrading and donating medical equipment to Primary Healthcare Centers and Hospitals. The goal is also to reduce mortality rate among pregnant women and babies.	Create the Echo of a Thousand Good Times	Can Do	18738-3
	b. Scholarships to STEM-related undergraduates, blind undergraduates in public tertiary institutions and top 10 UTME Scorers; also, scholarships to musical students to obtain an internationally recognized diploma.	Create the Echo of a Thousand Good Times	Can Do	18738-3
	c. Youth Empowerment initiatives: E.g. the annual training of youth in ICT & Business Skills to help scale up their businesses and sustain same	Create the Echo of a Thousand Good Times	Can Do	18738-3
	d. Community Development Initiatives, which includes school renovations, creation of ICT Labs in public secondary schools and universities, installation of solar powered boreholes, etc.	Create the Echo of a Thousand Good Times	Can Do	18738-3
		Create the Echo of a Thousand Good Times		18738-3
		Exaggerate the Experience		18738-3
*	What can go wrong with customer experience: Change in government policies e.g a directive to deactivate all subscribers under the age of 18 Response: notify the affected customers via SMS, engagement with schools, churches, mosques and all relevant stakeholders of the affected group. Retain these customers by having the affected SIM cards acquired by the parent/guardians of the minors. That way, the SIMs are retained by the minors but adults are responsible for the SIMs. To make the customer whole, there would be free access to educational sites for the affected minors in all MTN walk-in shops, schools, churches and places where large number of the affected groups gather. Also, landlines could be provided in these places for the minors to make 5 minutes free calls to the MTN numbers of their guardians.	Control the Damage Ahead of Time	Can Justify	18738-3
		Control the Damage Ahead of Time		18738-3
		Exaggerate the Experience		18738-3
		Exaggerate the Experience		18738-3
*	1. Consistently innovate technology that improves customers' lives	Remain Relevant	Can Do	18738-3
	2. Constantly being open and honest in all our operations	Remain Relevant	Can Do	18738-3
*	Commitment to ESG initiatives: Via Project zero and resource conversation	Remain Relevant	Can Do	18738-3
	Commitment to digital education for all Nigerian children under the age of 10.	Remain Relevant	Can Shift	18738-3
*	Randomly select 10% of customers and celebrate their birthdays, by contacting them one or two weeks prior, via SMS and calls to select from 3 to 4 options, based on insights from big data. Thus, they get the selected item on their birthdays.	Exaggerate the Experience	Can Do	18738-3
*	Campaign for upgrading 2G phones to smartphones; by upgrading 1 million 2G phones in 2 hours.	Exaggerate the Experience	Can Justify	18738-3
	Sending thank you messages to customers for being present with us for that year and telling them of all the CSR initiatives and lives impacted due to their partnership with us.	Exaggerate the Experience	Can Do	18738-3
*	1. Follow up calls after sales -Follow Up calls after store visit	Exaggerate the Experience	Can Do	18738-5
	2. Offer refreshments at stores.	Exaggerate the Experience	Can Shift	18738-5
	3. MTN pick and fix	Exaggerate the Experience	Can Do	18738-5
	4. improve zigi to become zigi GPT	Exaggerate the Experience	Can Do	18738-5
	5. Free call for customers birthday for the whole day	Exaggerate the Experience	Seemed Like a Good Idea at the Time	18738-5
	6. Robo call to customers before their birthdays for birthday present.	Exaggerate the Experience	Can Shift	18738-5
	7.MTN Christmas festival	Exaggerate the Experience	Can Justify	18738-5
*	8. Thank you for visiting store gift	Exaggerate the Experience	Can Shift	18738-5
*	9. Celebrities serving customers day Explanation: This will be a random event with no publicity, the customers will publicize the event with posts on social media of the experience at the stores	Exaggerate the Experience	Can Justify	18738-5
*	1. What's happening in technology space	Remain Relevant	Can Shift	18738-5
	2. Today in history	Remain Relevant	Can Shift	18738-5
	3. Engaging in trending topics	Remain Relevant	Can Shift	18738-5
	4. How to save money today	Remain Relevant	Can Do	18738-5
	5. MTN radio station	Remain Relevant	Seemed Like a Good Idea at the Time	18738-5
	6. Branded gift items to customers	Remain Relevant	Can Justify	18738-5
	7. Witty banter with competition on special occasions	Remain Relevant	Can Do	18738-5
*	8. Personalized new letters	Remain Relevant	Can Shift	18738-5
*	9. Welcome to new location notification which includes information about areas of interest.	Remain Relevant	Can Justify	18738-5
	1. Testimonials from Social media resolutions	Create the Echo of a Thousand Good Times	Can Do	18738-5
	2. Scholarships for children of MTN employees based on performance	Create the Echo of a Thousand Good Times	Can Justify	18738-5
*	3. Welcome to adulthood SIM Card Purchase, capture the moment and keep on a wall in the store	Create the Echo of a Thousand Good Times	Can Do	18738-5
*	Celebrate Customer Anniversary on the Network with a gift.	Create the Echo of a Thousand Good Times	Can Justify	18738-5
	Increase Yello Care activities to communities/villages/towns not yet reached.	Create the Echo of a Thousand Good Times	Can Do	18738-5
	Adopt a Market	Create the Echo of a Thousand Good Times	Seemed Like a Good Idea at the Time	18738-5
*	1. Location Specific network downtime message	Control the Damage Ahead of Time	Can Justify	18738-5
	2. Cyber security and data protection road show for the public	Control the Damage Ahead of Time	Can Do	18738-5
	3. Free swap of routers for long standing customers	Control the Damage Ahead of Time	Can Shift	18738-5
	4.Mixing IVRs with music when calling helplines	Control the Damage Ahead of Time	Can Justify	18738-5
*	5. Visiting high value customers with branded items after delayed resolution of billing issues.	Control the Damage Ahead of Time	Can Justify	18738-5
	6. Improve statistic on data usage for customers	Control the Damage Ahead of Time	Can Justify	18738-5
*	Consistently delivering high-quality products or services that meet customer expectations.	Create the Echo of a Thousand Good Times	Can Do	18738-8
	Tailor your interactions to the individual preferences and needs of each customer.	Create the Echo of a Thousand Good Times	Can Do	18738-8
	Provide excellent customer support, addressing inquiries and issues promptly.	Create the Echo of a Thousand Good Times	Can Do	18738-8
*	Collaborate with reputable brands or organizations to show customers that you're aligned with their interests and needs	Create the Echo of a Thousand Good Times	Can Justify	18738-8
	Maintain consistency in your brand messaging, and customer experience across all touchpoints.	Create the Echo of a Thousand Good Times	Can Do	18738-8
*	Offer loyalty programs that reward repeat customers with discounts, special offers, or exclusive perks.	Create the Echo of a Thousand Good Times	Can Justify	18738-8
		Create the Echo of a Thousand Good Times		18738-8
*	Being proactive - Be ready before the event occurred e.g. contingency plan on rollback when damage/failure occurs. i.e. For Regulatory damage which lead to SIM registration barring, we proactively pulled up our customer base, did our analysis, and spooled our customer base that was going to be impacted by this damage. They were engaged and provided support on how their SIMs would be properly registered. SIM registration bonuses were further given to these customers to make them whole for the damage.	Control the Damage Ahead of Time	Can Shift	18738-8
		Control the Damage Ahead of Time		18738-8
	Going above and beyond to ensure complete satisfaction	Control the Damage Ahead of Time	Can Do	18738-8
	Absolutely delighted to assist customers with any concerns raised	Control the Damage Ahead of Time	Can Do	18738-8
*	Emphasize your commitment with statements such as " Be rest assured of resolution", we're fully dedicated to addressing all concerns raised etc.	Control the Damage Ahead of Time	Can Do	18738-8
	Ensure your response remains genuine and sincere.	Control the Damage Ahead of Time	Can Do	18738-8
	Offer a solution such as a replacement, repair, refund, or compensation to cushion the effect of damage	Control the Damage Ahead of Time	Can Justify	18738-8
	Communicate and understand the reason for the damage, and find a mutually agreeable resolution.	Control the Damage Ahead of Time	Can Do	18738-8
*	Personalized service	Exaggerate the Experience	Seemed Like a Good Idea at the Time	18738-8
	Happy hour for 5G customers	Exaggerate the Experience	Can Justify	18738-8
	Awuf Tuesday	Exaggerate the Experience	Can Justify	18738-8
	Prestige Lounge for selected customers	Exaggerate the Experience	Can Justify	18738-8
*	Targeted network fault SMS	Exaggerate the Experience	Can Justify	18738-8
	Lightning speed services	Exaggerate the Experience	Can Do	18738-8
*	Quick queries resolution	Exaggerate the Experience	Can Do	18738-8
	Dedicated account managers	Exaggerate the Experience	Can Justify	18738-8
*	Birthday SMS/Gift to customers	Exaggerate the Experience	Can Do	18738-8
*	Network Anniversary SMS to customers	Exaggerate the Experience	Can Do	18738-8
	Ring the bell for first time customers in the retail shops	Exaggerate the Experience	Seemed Like a Good Idea at the Time	18738-8
*	Know your customer's needs, preferences, and challenges in order to tailor propositions to better suit these customers.	Remain Relevant	Can Justify	18738-8
		Remain Relevant	Can Justify	18738-8
	Customer's feedback and insights	Remain Relevant	Can Do	18738-8
	Strong connection through empathy and understanding	Remain Relevant	Can Do	18738-8
	Regular engagement with the customer (Anniversary, Family information, support)	Remain Relevant	Can Do	18738-8
	Provide solutions and ensure continuous enhancement that solves customers' problems	Remain Relevant	Can Justify	18738-8
*	Use data analytics to personalize experience	Remain Relevant	Can Do	18738-8
*	Maintain open and honest communication with customers	Create the Echo of a Thousand Good Times	Can Do	18738-8
	- Celebrating anniversaries ( life syle gifts e.g free dinners, trips , health insurance, vouchers)	Exaggerate the Experience		18738-6
	Celebrating anniversaries ( life-style gifts e.g free dinner, trip, health insurance, voucher) Random but personalized surprises ( free voice calls mins or data bundles, special messages Free vouchers, discount codes for events season of surprises Gifting large items ( cars, generators, etc) Rewarding loyalty based on demographic info ( e.g buying a freezer for customers in rural areas) empowerment tools, targeted to mass market discount for post paid customers bonus on spend or usage threshold ( e.g spend 30k each month, get free devices or device discount, upgrade of device, annual gifts, celebrating anniversaries) Amenities for special groups e.g room for breastfeeding	Exaggerate the Experience		18738-6
	Amenities to special group of people ( e.g cubicle for breast feeding mothers) In store pictures of customers being celebrated for a reason or MTN foundation projects Free VAS services targeted to various segments ( e.g health expert advice to elders, marketing advice to business, education for youths) Tips / travel advisory for roaming customers ( helpful info on travel via SMS )	Remain Relevant		18738-6
	customer testimonials / sharing unique journeys of customers via social media	Create the Echo of a Thousand Good Times	Can Justify	18738-6
	sharing the activities of MTN foundations	Create the Echo of a Thousand Good Times	Can Shift	18738-6
	Celebrate employees publicly	Create the Echo of a Thousand Good Times	Can Do	18738-6
	Sending a wish list to customers on their birthdays ( linked to NIN)	Create the Echo of a Thousand Good Times	Can Justify	18738-6
	Callertunez reminding customers of our foundation projects and things we have done in their community	Create the Echo of a Thousand Good Times	Can Shift	18738-6
	Digital plaques to loyal online followers ( based on social media engagements) something sharable	Create the Echo of a Thousand Good Times	Can Do	18738-6
	physical plaques to loyal customers for certain thresholds ( usage, voice calls )	Create the Echo of a Thousand Good Times	Seemed Like a Good Idea at the Time	18738-6
*	celebrating customers in stores for buying certain products e.g 5G routers	Create the Echo of a Thousand Good Times		18738-6
	1. Network downtime , billing issues, knowledge gaps 2 • Unique helpline per state with very short wait • More responsive chatbots • Follow-up calls to ensure the issue is resolved • Internal ways of resolution e.g using my MTN App to resolve a billing issue • Quicker SLAs and additional , quicker compensation • Proactive measures 3. Data/ Airitme compensation for damage ( via MoMo), Followup calls, Mobile teams for physical visits, Voice message from the CEO or top exec issuing an apology, information on how customers can protect their numbers offline from fraud, and hacking, process improvement through feedback ( to help the customer better in the future) reclaiming process ownership, for lost/unverified numbers, getting executive approval to temporary activate the line until verification is completed	Control the Damage Ahead of Time		18738-6
	Free vouchers, discount codes for events	Exaggerate the Experience	Can Do	18738-6
	season of surprises	Exaggerate the Experience	Can Justify	18738-6
	Gifting large items ( cars, generators, etc)	Exaggerate the Experience	Seemed Like a Good Idea at the Time	18738-6
	Rewarding loyalty based on demographic info ( e.g buying a freezer for customers in rural areas) empowerment tools, targeted to mass market	Exaggerate the Experience	Can Justify	18738-6
	discount for post paid customers	Exaggerate the Experience	Can Shift	18738-6
	bonus on spend or usage threshold ( e.g spend 30k each month, get free devices or device discount, upgrade of device, annual gifts, celebrating anniversaries)	Exaggerate the Experience	Can Justify	18738-6
	Amenities for special groups e.g room for breastfeeding	Exaggerate the Experience	Can Do	18738-6
	Celebrating anniversaries ( life-style gifts e.g free dinner, trip, health insurance, voucher)	Exaggerate the Experience	Can Justify	18738-6
	celebrating customers in stores for buying certain products e.g 5G routers	Create the Echo of a Thousand Good Times	Can Do	18738-6
	Amenities to special group of people ( e.g cubicle for breast feeding mothers)	Remain Relevant	Can Do	18738-6
	In store pictures of customers being celebrated for a reason or MTN foundation projects	Remain Relevant	Can Do	18738-6
	Free VAS services targeted to various segments ( e.g health expert advice to elders, marketing advice to business, education for youths)	Remain Relevant	Can Shift	18738-6
	Tips / travel advisory for roaming customers ( helpful info on travel via SMS )	Remain Relevant	Can Do	18738-6
	1. Network downtime	Control the Damage Ahead of Time		18738-6
	billing issues	Control the Damage Ahead of Time		18738-6
	knowledge gaps	Control the Damage Ahead of Time		18738-6
	2 • Unique helpline per state with very short wait	Control the Damage Ahead of Time	Can Do	18738-6
	• More responsive chatbots	Control the Damage Ahead of Time	Can Do	18738-6
	• Follow-up calls to ensure the issue is resolved	Control the Damage Ahead of Time	Can Do	18738-6
	• Internal ways of resolution e.g using my MTN App to resolve a billing issue	Control the Damage Ahead of Time	Can Shift	18738-6
	Add compensation for service inconvenience base on severity of issue and measure SLA with time.	Control the Damage Ahead of Time	Can Do	18738-6
	• Proactive measures	Control the Damage Ahead of Time	Seemed Like a Good Idea at the Time	18738-6
	3. Data/ Airitme compensation for damage ( via MoMo),	Control the Damage Ahead of Time	Can Do	18738-6
	Followup calls	Control the Damage Ahead of Time	Can Do	18738-6
	Mobile teams for physical visits	Control the Damage Ahead of Time	Can Do	18738-6
	Voice message from the CEO or top exec issuing an apology	Control the Damage Ahead of Time	Can Do	18738-6
	information on how customers can protect their numbers offline from fraud	Control the Damage Ahead of Time	Can Do	18738-6
	rocess improvement through feedback ( to help the customer better in the future) reclaiming process ownership,	Control the Damage Ahead of Time	Can Do	18738-6
	for lost/unverified numbers, getting executive approval to temporary activate the line until verification is completed	Control the Damage Ahead of Time	Can Justify	18738-6
	Sustainable lifestyle benefits to staff	Create the Echo of a Thousand Good Times	Can Do	18738-7
	Implementing a more transparent performance management system where employees are clearer about the outcomes of their performance.	Create the Echo of a Thousand Good Times	Can Do	18738-7
	Creating social shared value	Create the Echo of a Thousand Good Times	Can Do	18738-7
	Promoting ethical business and environmental practices in communities	Create the Echo of a Thousand Good Times	Can Do	18738-7
	Deepening CSR	Create the Echo of a Thousand Good Times	Can Do	18738-7
	Implementation of a very robust training policy	Create the Echo of a Thousand Good Times	Can Do	18738-7
		Create the Echo of a Thousand Good Times		18738-7
		Create the Echo of a Thousand Good Times		18738-7
	Continuous & in-life testing of products and services	Control the Damage Ahead of Time	Can Do	18738-7
	Adopt agile methodology across the various customer experience touchpoints (conceptualization to product retirement)	Control the Damage Ahead of Time	Can Do	18738-7
	Co-creation of products and services with customers	Control the Damage Ahead of Time	Can Do	18738-7
	Strengthen MTNN's competitive intelligence to improve product outcomes and customer experience	Control the Damage Ahead of Time	Can Do	18738-7
	Proactive customer engagement for planned and unplanned outages	Control the Damage Ahead of Time	Can Do	18738-7
*	Business service recovery (Compensation) - Home replacement, car replacement, smartphone replacement, airtime & data, free health insurance, private jet experience	Control the Damage Ahead of Time	Can Shift	18738-7
	Integrated service operation center (SOC)	Control the Damage Ahead of Time	Can Shift	18738-7
	24/7 service uptime for HV base stations	Control the Damage Ahead of Time	Can Do	18738-7
		Control the Damage Ahead of Time		18738-7
*	MTN Season of Surprises - Season 3.0 - First as operational where we explore customers' most cherished dates or moments based on the CVM data that's available to MTNN. MTNN to remember those special moments and spring up surprise packages to these cherished and esteemed customers.	Exaggerate the Experience	Can Do	18738-7
	MTN Season Of Surprises - Season 3.0: Another model to focus on specific intervention, for example IDP camp, flood victims, war ravaged communities, etc., where the affected communities or people receives specific and carefully chosen packages	Exaggerate the Experience	Can Do	18738-7
	Surprise and Delight to Customers on their anniversary on the network as well as MTNN to surprise customers on MTNN anniversary. Delights might include 100% bonus on recharge (offnet and onnet); surprise customers with branded phones, educational based materials for young ones, retail shop vouchers, discount vouchers, First class tickets, premium health insurance, home makeovers, device upgrade, housing scheme for customers, sponsor family vacation etc.	Exaggerate the Experience	Can Do	18738-7
*	Surprise and Delight for customers at the retail shops, service centers and connect stores. Delights might include 100% bonus on recharge (offnet and onnet); surprise customers with branded phones, educational based materials for young ones, retail shop vouchers, discount vouchers, First class tickets, premium health insurance, home makeovers, device upgrade, housing scheme for customers, sponsor family vacation etc.	Exaggerate the Experience	Can Do	18738-7
		Exaggerate the Experience		18738-7
	Capturing and spotlighting the moments and activities of MTN Foundation showing the public how they are affecting lives positively	Remain Relevant	Can Do	18738-7
	Leveraging our social media channels in sharing lifestyle information such as fashion, entertainment, health & digital literacy	Remain Relevant	Can Do	18738-7
	Connected call center/directory call service that connects customers to third party vendors based on what service or product they require.	Remain Relevant	Can Justify	18738-7
	Establishment of a mental health & GBV helpdesk to cater for the mental health & wellbeing of the public.	Remain Relevant	Can Shift	18738-7
	Creating an MTN S.O.S response team solely responsible for providing immediate relief for victims or people affected by crisis of natural disasters.	Remain Relevant	Can Justify	18738-7
	Committing to sustainable business practices - eco friendliness	Remain Relevant	Can Do	18738-7
		Remain Relevant		18738-7
	Walking the talk - being true to our customer value proposition and service promise	Create the Echo of a Thousand Good Times	Can Do	18738-7
	Transparency	Create the Echo of a Thousand Good Times	Can Do	18738-7
	Listening to the customers & closing the loop with an action (acting on their feedback)	Create the Echo of a Thousand Good Times	Can Do	18738-7
	Having and enforcing a business charter that speaks to us committing to our customers	Create the Echo of a Thousand Good Times	Can Do	18738-7
	Reward customers with voice & data gifting for loyalty and referrals Create avenues to reward loyal customers ( spend, tenor and special moments)	Exaggerate the Experience	Can Justify	18738-4
*	Customization of products and services to specific needs. Product and Service categorisation tailored towards customer & market segments	Exaggerate the Experience	Can Do	18738-4
	Implement an effective feedback mechanism using customer journey.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	18738-4
*	Using data to predict likely issues and proffering end-to-end resolution Having a one customer data to power data analysis and create insights	Exaggerate the Experience	Can Justify	18738-4
*	Great ambience, graphics for easy direction, neat environment, and friendly staff Look and feel, creating customised environment using Virtual reality to identify and attend to customers in their native or preferred language	Exaggerate the Experience	Can Justify	18738-4
*	Adverts tailored to appreciating customers and showcasing a positive impact on the community	Exaggerate the Experience	Can Do	18738-4
	Standardized greeting and first-call resolution	Exaggerate the Experience	Can Do	18738-4
	Customer Education via IVR, Ziggy - chatbot, TVC, Adverts Effective communication & Customer engagement	Exaggerate the Experience	Seemed Like a Good Idea at the Time	18738-4
	Provide period safety, health and Environmental tips.	Remain Relevant	Can Justify	18738-4
	Share traffic update	Remain Relevant	Can Justify	18738-4
	Provide free summer coaching for Children's e.g. Coding classes	Remain Relevant	Seemed Like a Good Idea at the Time	18738-4
*	Provide Emergency Hotline and support	Remain Relevant	Can Do	18738-4
	Provide investment tips and support	Remain Relevant	Seemed Like a Good Idea at the Time	18738-4
	Provide an online Library	Remain Relevant	Seemed Like a Good Idea at the Time	18738-4
	Share modern-day parenting tips	Remain Relevant	Can Justify	18738-4
*	Company & Employee: Rotation, Coaching and Mentoring, Graduate Programme(GGDP), Secondment Paternal and maternal leave, Free lunch for some days in a week	Create the Echo of a Thousand Good Times	Can Do	18738-4
	Company & Community: Provision of basic amenities Safety , Health and Environmental tips	Create the Echo of a Thousand Good Times	Can Justify	18738-4
	Company & Customers: Giving back to the customers, online library, Customer Appreciation, Emergency tips Scholarships, Youth empowerment, Summer coaching	Create the Echo of a Thousand Good Times	Can Do	18738-4
	Using data to oredict rissue	Control the Damage Ahead of Time	Can Justify	18738-4
	Developing a script notifying customers	Control the Damage Ahead of Time	Can Justify	18738-4
	Compensation for impacted cstomers	Control the Damage Ahead of Time	Can Justify	18738-4
	Inform about the solution of an issue	Control the Damage Ahead of Time	Can Justify	18738-4
	Empathizing with customers	Control the Damage Ahead of Time	Seemed Like a Good Idea at the Time	18738-4
	Effective communication	Control the Damage Ahead of Time	Can Do	18738-4
	Put call through when there are issues and challenges	Control the Damage Ahead of Time	Can Justify	18738-4
	Customer Appreciation( Gratitude, Empathy, )	Control the Damage Ahead of Time	Can Justify	18738-4
	Compensation; ( rewarding them with what was lost during the downtime period)	Control the Damage Ahead of Time	Can Justify	18738-4
	Robo calls( Automated calls when an issue occurs( Showing empathy)	Control the Damage Ahead of Time	Can Do	18738-4
	Impacted customers( birthday, important moments)	Control the Damage Ahead of Time	Can Justify	18738-4
	Identify high valued customers: Gift them with either routers, date etc	Control the Damage Ahead of Time	Can Justify	18738-4
*	Open MoMo PSB account in one minute	Exaggerate the Experience	Can Do	18738-10
	Create games arcade for customers at the MTN shop floor	Exaggerate the Experience	Can Justify	18738-10
*	Read news headlines for waiting customers on call	Exaggerate the Experience	Can Shift	18738-10
	Create long USSD string for account transfer and balance check	Exaggerate the Experience	Can Do	18738-10
*	Surprise gifts for every customer that visit the shop on MoMo anniversary day.	Exaggerate the Experience	Can Do	18738-10
	Drop corporate gifts at customers' home during birthday anniversaries.	Exaggerate the Experience	Can Justify	18738-10
	Book wedding anniversary dinner for married couples.	Exaggerate the Experience	Can Justify	18738-10
	Give back-to-school items to teenage customers during resumption	Exaggerate the Experience	Can Do	18738-10
	Throw festive parties at low end settlements e.g Makoko, Ajegunle etc	Exaggerate the Experience	Can Justify	18738-10
	Sponsorship of educative programs and give prizes to winners of school competitors	Exaggerate the Experience	Can Shift	18738-10
	Free medical care for aged customers	Exaggerate the Experience	Seemed Like a Good Idea at the Time	18738-10
*	Sponsorship of awareness programs such as HIV, Polio, drug abuse etc	Exaggerate the Experience	Can Do	18738-10
	Pay maternity/delivery bills for customers every first week of the year	Exaggerate the Experience	Can Justify	18738-10
*	Have artists to provide surprise art works or self portraits of the first 10 walk-in customers on the spot in a year	Exaggerate the Experience	Can Shift	18738-10
*	Updated monthly bank statement delivered to customer at 12.01am of the next month.	Exaggerate the Experience	Can Do	18738-10
	Create a fun park and identify communities, say MoMo Park.	Exaggerate the Experience	Can Justify	18738-10
	Provide automated savings program through MoMo APP. Target savings..	Exaggerate the Experience	Can Justify	18738-10
	Have birthday gifts for all aged customers above 80;	Remain Relevant	Can Justify	18738-10
*	Celebrate birthdays of seniors	Remain Relevant	Can Do	18738-10
*	Have personalized birthday messages to all customers.	Remain Relevant	Can Do	18738-10
	Provide back-to-school items to teenage customer during school resumption	Remain Relevant	Can Shift	18738-10
*	Provide relief packages during natural disasters	Remain Relevant	Can Do	18738-10
	Provide relevant information and awareness to customers in several aspects of life. E.g health/medical outreach, free medical care for less privileged.	Remain Relevant	Can Justify	18738-10
	Free festive concerts for customers	Remain Relevant	Seemed Like a Good Idea at the Time	18738-10
	Arrange fares for customers and non customers, such as drink, food, clothing fares	Remain Relevant	Can Justify	18738-10
	Wedding anniversaries for married couples.	Remain Relevant	Can Do	18738-10
*	keep to the agreed commercials incentives	Create the Echo of a Thousand Good Times	Can Do	18738-10
	Have a good welfare for all staff members	Create the Echo of a Thousand Good Times	Can Justify	18738-10
	Special recognition and incentives for staff, agents and other 3rd parties	Create the Echo of a Thousand Good Times	Can Justify	18738-10
*	Hall of fame for best performing field staff and agents	Create the Echo of a Thousand Good Times	Can Do	18738-10
*	Use national media and prominent platforms to recognize agents and third parties	Create the Echo of a Thousand Good Times	Can Justify	18738-10
	Projecting into the aspirational future of agents and merchants.	Create the Echo of a Thousand Good Times	Can Shift	18738-10
	Teach and train agents and customers on life empowering projects - capacity building.	Create the Echo of a Thousand Good Times	Can Do	18738-10
	Combined celebration of special days for customers and agents, such as birthdays, wedding anniversaries etc	Create the Echo of a Thousand Good Times	Can Justify	18738-10
	Being part of the lives of agents and customers	Create the Echo of a Thousand Good Times	Can Do	18738-10
	Platform failure	Control the Damage Ahead of Time	Can Do	18738-10
*	Platform Failure: Provide alternative platforms to customers, communicate the challenges ahead of time and expected time of resolution.	Control the Damage Ahead of Time	Can Justify	18738-10
*	Fraud occurrence: Assure customer of doing everything possible to help resolve issues and return funds, conduct investigation and provide feedback to the customers.	Control the Damage Ahead of Time	Can Do	18738-10
	Service failure (MoMo PSB induced): Take care of incurred damage cost linked to the service failure of MoMo PSB.	Control the Damage Ahead of Time	Can Justify	18738-10
*	Complaint on wrong transaction amounts or recipients: Upon receipt of customer complaint, do a deep dive to understand the ask, resolve the issues timely and request for proof where need be.	Control the Damage Ahead of Time	Can Do	18738-10
*	System security: Ensure adequate system protection to forestall system hacking and customer information compromise.	Control the Damage Ahead of Time	Can Justify	18738-10
	Process: Ensure all business processes are well documented and approved.	Control the Damage Ahead of Time	Can Do	18738-10
*	Feed children in orphanage homes	Create the Echo of a Thousand Good Times	Can Shift	18738-12
	Shed in people within communities	Create the Echo of a Thousand Good Times	Can Justify	18738-12
	Fraud - Obtain all world standard certifications (ISOs etc), install monitoring tool, Investigation & resolution; Win-back team visit customer with freebies	Control the Damage Ahead of Time	Can Justify	18738-12
*	System glitches - Notification to customers before issue (if aware) or when issues happens with apologies; reward customers for service downtime (Airtime/data, cash)	Control the Damage Ahead of Time	Can Shift	18738-12
*	Failed Transactions - All failed transaction automatically reversed immediately and apology sent to customer	Control the Damage Ahead of Time	Can Justify	18738-12
	Wrong compensation for agent/merchant commission - Install a proper consequence management system, notify and compensate affected agents/merchants	Control the Damage Ahead of Time	Can Do	18738-12
*	Bad experience with MoMo touchpoints - Install escalation information at touch point, anonymous surveys and ratings	Control the Damage Ahead of Time	Can Do	18738-12
*	Customer Satisfaction - Multiple convenience channel to escalation, acknowledgement prompt	Control the Damage Ahead of Time	Can Do	18738-12
*	Brand Maligning - a team that manages our online presence, rebuttals, investigations, one-one engagement with the complainant, resolve. Serious Maligning - Reach out to the complainant, engage them to win them over and convert them to brand ambassador	Control the Damage Ahead of Time	Can Do	18738-12
*	Picketing - HR team ensures labor practices and compliance	Control the Damage Ahead of Time	Can Do	18738-12
*	Occupational Hazard - put safety, environment and health policies in check, make provisions for special class of customers (elderly, disabled, pregnant women, children), comfortable waiting area and queue management system	Control the Damage Ahead of Time	Can Do	18738-12
*	Customer support - staff with multilingual ability	Control the Damage Ahead of Time	Can Do	18738-12
*	Percentage of your transaction as a birthday gift on your birth day	Exaggerate the Experience	Can Justify	18738-12
	1st January 2024 2,024B(2GB) of data to all customers	Exaggerate the Experience	Seemed Like a Good Idea at the Time	18738-12
	1st January 2024 2,024 worth of airtime to all customers	Exaggerate the Experience	Seemed Like a Good Idea at the Time	18738-12
	Call customers after failed transaction	Exaggerate the Experience	Can Justify	18738-12
*	Reward customers with 20% of transaction value after every failed transaction that is on-us	Exaggerate the Experience	Can Shift	18738-12
*	Allow customers choose charges to want to pay for some of transactions	Exaggerate the Experience	Can Justify	18738-12
	No interest student loan. payable in 10 years	Exaggerate the Experience	Seemed Like a Good Idea at the Time	18738-12
	Request random customers to make a wish during a festive period and reward them with the gift	Exaggerate the Experience	Seemed Like a Good Idea at the Time	18738-12
	Free in-app purchase for customers	Exaggerate the Experience	Can Justify	18738-12
	All expense paid trip for customers (Could be time out, dinner etc)	Exaggerate the Experience	Can Justify	18738-12
	Voice authentication for MoMo App login an transactions	Exaggerate the Experience	Can Shift	18738-12
	reward customers with money worth 1,000 times your age on your birthday anniversary	Exaggerate the Experience	Seemed Like a Good Idea at the Time	18738-12
*	Cluster base outing or parties for MoMo customers in a cluster	Exaggerate the Experience	Can Justify	18738-12
*	For retailers: Re-stock the inventory for a random merchant	Exaggerate the Experience	Can Justify	18738-12
*	Reward customers with free talk time equivalent to fees for transactions in a particular month	Exaggerate the Experience	Can Do	18738-12
	1. Help customers source for forex at CBN rate	Remain Relevant	Seemed Like a Good Idea at the Time	18738-12
*	2. Offer cash-back to customers when they buy fuel with MoMo	Remain Relevant	Can Justify	18738-12
	3. Proof of funds (Sponsors) for Nigerians traveling for education	Remain Relevant	Seemed Like a Good Idea at the Time	18738-12
*	4. Subsidize foodstuff items for MoMo customers	Remain Relevant	Can Justify	18738-12
	5. One free transport within metropolis/cities	Remain Relevant	Seemed Like a Good Idea at the Time	18738-12
	6. Back to school stationeries for customers (customers get voucher code to collect stationeries from vendors)	Remain Relevant	Can Shift	18738-12
	7. BOGOF for electricity tariff	Remain Relevant	Seemed Like a Good Idea at the Time	18738-12
	8. One hour free music classes for kids during holiday once a month	Remain Relevant	Seemed Like a Good Idea at the Time	18738-12
*	Send security alert to customers living in areas of threat	Create the Echo of a Thousand Good Times	Can Do	18738-12
	Send localized proverbs to people in their language	Create the Echo of a Thousand Good Times	Can Do	18738-12
*	Call MoMo customers on their birthdays (Caller ID will be "Happy Birthday....Name of Customers) and sing personalized message	Create the Echo of a Thousand Good Times	Can Shift	18738-12
	Free drugs for customers visiting hospitals in selected areas	Create the Echo of a Thousand Good Times	Seemed Like a Good Idea at the Time	18738-12
*	MoMo Care for local communities (Install boreholes, charging etc)	Create the Echo of a Thousand Good Times	Can Justify	18738-12
	MoMo support with incentive whenever a person undergoing rehab does not go back to habit	Create the Echo of a Thousand Good Times	Seemed Like a Good Idea at the Time	18738-12
*	Affordable housing scheme for staff	Create the Echo of a Thousand Good Times	Seemed Like a Good Idea at the Time	18738-12
*	Staff happy hour in selected restaurants	Create the Echo of a Thousand Good Times	Can Shift	18738-12
*	Staff family outing in specific locations (event centers)	Create the Echo of a Thousand Good Times	Can Justify	18738-12
*	A thank you call/sms to every newly onboarded customer	Exaggerate the Experience	Can Do	18738-11
	No transaction fees or charges on all transactions	Exaggerate the Experience	Seemed Like a Good Idea at the Time	18738-11
	Free airtime calls for 1 week to newly onboarded MoMo wallets	Exaggerate the Experience	Can Justify	18738-11
	20 free SMS every month	Exaggerate the Experience	Can Do	18738-11
	Free mobile device for MoMo wallets that transaction every month in a year	Exaggerate the Experience	Seemed Like a Good Idea at the Time	18738-11
	Gifts to customers on celebrated milestones - Birthdays, anniversaries etc.	Exaggerate the Experience	Can Justify	18738-11
	Appointment of relationship officers at onboarding to every customer	Exaggerate the Experience	Can Justify	18738-11
	A day with the MD for top 10 customers	Exaggerate the Experience	Can Do	18738-11
	Free logistics/delivery for all bulk items bought at MoMo fair	Exaggerate the Experience	Can Shift	18738-11
*	Annual Make-a-wish survey to customers and fulfillment of 10 randomly picked	Exaggerate the Experience	Can Justify	18738-11
	Cashback of 10% on every delayed reversal exceeding 24 working hours	Exaggerate the Experience	Seemed Like a Good Idea at the Time	18738-11
	20% cash reward to customers exceeding set annual average wallet balance	Exaggerate the Experience	Can Justify	18738-11
	Free basic annual check up for Momo customers	Exaggerate the Experience	Can Justify	18738-11
*	Free car gift to best performing agent for the year	Exaggerate the Experience	Can Justify	18738-11
	Destination vacation to eligible customers on annual MoMo anniversary	Exaggerate the Experience	Seemed Like a Good Idea at the Time	18738-11
	Free access to public libraries for Momo customers	Exaggerate the Experience	Can Justify	18738-11
*	Situating ICT hubs within every city in Nigeria offering free internet access, workspace stations and 1 free meal to MoMo customers	Exaggerate the Experience	Can Justify	18738-11
	Offering free subscription to customers who use MoMo to pay their monthly utility bills	Exaggerate the Experience	Can Justify	18738-11
	Annual MoMo scholarship to 10 students	Exaggerate the Experience	Can Justify	18738-11
	Free quarterly financial advisory certification programs to interested MoMo customers	Exaggerate the Experience	Can Shift	18738-11
	Monthly newsletters to customers on exciting and summarizing of current affairs, investment, health and safety tips	Remain Relevant	Can Do	18738-11
	MoMo annual mental health campaign	Remain Relevant	Can Shift	18738-11
*	MoMo sponsored skills acquisition programs to customers	Remain Relevant	Can Justify	18738-11
*	MoMo children's day event	Remain Relevant	Can Justify	18738-11
*	Free malaria vaccine to individuals sponsored by MoMo (once available)	Remain Relevant	Can Justify	18738-11
	MoMo sponsored food bank offering 1 free meal daily to customers in rural areas	Remain Relevant	Can Justify	18738-11
*	MoMo partnership to provide free fertilizers and equipment to farming communities	Remain Relevant	Can Justify	18738-11
*	Sending gifts to customers on birthday and anniversaries.	Create the Echo of a Thousand Good Times	Can Justify	18738-11
	Set up of MoMo premium lounges at key locations eg. malls, airports etc.	Create the Echo of a Thousand Good Times	Can Justify	18738-11
*	Celebrating, publishing and rewarding MoMo staff of the month (eg. weekend getaway, movie tickets, spa sessions, art gallery ticket etc)	Create the Echo of a Thousand Good Times	Can Do	18738-11
*	Situate free MoMo phone diagnostics center in every walk-in outlet	Create the Echo of a Thousand Good Times	Can Shift	18738-11
	Free monthly MoMo drive-by pop-up stations set up in different locations per month offering free 5 litres of fuel	Create the Echo of a Thousand Good Times	Seemed Like a Good Idea at the Time	18738-11
	Regular financial & wealth tips to customers	Create the Echo of a Thousand Good Times	Can Do	18738-11
	Fixing of street lights in our business communities	Create the Echo of a Thousand Good Times	Can Justify	18738-11
	Setting up free library centers in business communities	Create the Echo of a Thousand Good Times	Can Justify	18738-11
	Sponsoring customer's public transport fares (BRT & train) on Sundays	Create the Echo of a Thousand Good Times	Can Justify	18738-11
*	Situating ICT hubs within every city in Nigeria offering free internet access, workspace stations and 1 free meal to MoMo customers	Create the Echo of a Thousand Good Times	Can Justify	18738-11
	Free basic annual check up for Momo customers	Create the Echo of a Thousand Good Times	Can Justify	18738-11
*	Annual Make-a-wish Christmas event to customers and fulfillment of 50 wishes randomly picked	Create the Echo of a Thousand Good Times	Can Justify	18738-11
	Renovation of public schools within community	Create the Echo of a Thousand Good Times	Can Justify	18738-11
	MoMo financial & economic empowerment session with students of higher institutions	Create the Echo of a Thousand Good Times	Can Shift	18738-11
	Installation of boreholes, power transformers, townhalls, construction of roads etc. within communities	Create the Echo of a Thousand Good Times	Can Justify	18738-11
	Sponsoring community festivals & free distribution of branded items	Create the Echo of a Thousand Good Times	Can Justify	18738-11
*	Fraudulent Hijack of Funds without Customer's compromise/due to bank error - 100% refund of all stolen funds	Control the Damage Ahead of Time	Can Justify	18738-11
	Cyber attack/ Customer Data Hijack - Free legal service for customers wherever stolen data is used/shows up	Control the Damage Ahead of Time	Seemed Like a Good Idea at the Time	18738-11
	Failed Service Subscription/Utility Bill Payment - Outbound call to customer offering an apology and 20% bonus for the next subscription	Control the Damage Ahead of Time	Can Justify	18738-11
*	Double Debits of customer's transactions - Refund of the duplicate transaction and the charges as well as one month of transactions without charges	Control the Damage Ahead of Time	Can Justify	18738-11
*	Transaction Service Downtime without prior notification - Offer apologies to all customers (via SMS, in-app notifications, Social Media and other channels) and no transaction charges for all customers for the next 24 hours/ 1 day	Control the Damage Ahead of Time	Can Justify	18738-11
	Excess Charges for customers' transactions - Refund of excess charges and free SMS transaction alerts for the next 3 months	Control the Damage Ahead of Time	Can Justify	18738-11
	Delayed Dispute Resolution beyond 1 month - A trip to an international sports event of the customer's choosing	Control the Damage Ahead of Time	Seemed Like a Good Idea at the Time	18738-11
	Misguided Information on products and Service features to customers - Special visit by an Executive and100% reimbursement for any loss incurred	Control the Damage Ahead of Time	Can Justify	18738-11
*	General Service/App Downtime - Apologies across all Social Media pages and upon resolution, free 1GB data subscription	Control the Damage Ahead of Time	Can Do	18738-11
	Customers being defrauded by MoMo Agents - Push notifications to be sent out to customers educating them on the standard transaction fees and ensuring completion of transactions with alerts before leaving the agent's outlets.	Control the Damage Ahead of Time	Can Shift	18738-11
*	Celebrating and rewarding Top 5 staff with highest kudos point received annually (free destination trips, vouchers etc)	Create the Echo of a Thousand Good Times	Can Justify	18738-11
	Annual staff outreach to our host community.	Create the Echo of a Thousand Good Times	Can Do	18738-15
	Seasons of Surprise	Create the Echo of a Thousand Good Times	Can Justify	18738-15
*	MTN annual YelloCare activity.	Create the Echo of a Thousand Good Times	Can Do	18738-15
*	Others identified CSR initiatives to our host community.	Create the Echo of a Thousand Good Times	Can Do	18738-15
	Platform downtime Trigger Business continuity management (BCM) of offline transaction	Control the Damage Ahead of Time	Can Do	18738-15
*	Fraudulent activity Transaction limit to mitigate unusual behavior	Control the Damage Ahead of Time	Can Do	18738-15
	Pre- notification campaign to customers.	Control the Damage Ahead of Time	Can Do	18738-15
	Defect of products	Control the Damage Ahead of Time	Seemed Like a Good Idea at the Time	18738-15
	Delay in product(e.g data plan) activation	Control the Damage Ahead of Time	Seemed Like a Good Idea at the Time	18738-15
	Backend customer support, (Right tool of trade to delivered on the service expectation	Control the Damage Ahead of Time	Can Do	18738-15
	-MoMo Number is your unique health care access. it is a point based system, that enables you access health care services once you own a MoMo line and have used a certain threshold on your account.	Exaggerate the Experience	Can Shift	18738-15
*	MoMo account as your retirement benefit A tenure based reward system that recognizes the customer for length of stay on MoMo and usage on MoMo journey.	Exaggerate the Experience	Can Do	18738-15
*	Support governmental policies that effects our daily lives eg, Water supply, Alternative energy.	Remain Relevant	Can Do	18738-15
	Lifestyle of integrity.	Create the Echo of a Thousand Good Times	Can Do	18738-15
*	Exhuming Courtesy	Create the Echo of a Thousand Good Times	Can Do	18738-15
*	Consistency of MTN remuneration on 25th of every month.	Create the Echo of a Thousand Good Times	Can Do	18738-15
	Regionalise the experience. We have different cultures. Food, dress, greeting. Do an event in the region itself and incorporate the cultural elements into that event.	Exaggerate the Experience	Can Do
	Use IA to handle the volume of customers, to be onboarded easily and effectively. NB Analyse their spending, understand customer behaviour and find a solution to their need. It can be used to onboard the customer quicker and to provide support customers.	Exaggerate the Experience	Can Do
	Proactive support to customers - before they contact us, resolve the non-complex issues. System can pick up that there is a dead spot, send an SMS to restart your phone.	Exaggerate the Experience	Can Do
	Simplify the process. Reduce the turnaround time to serve the customers. We need a digital board with an AI to communicate to the customer about the requirements of the centres. They don't have to stand in a queue to get the requirements and move to another queue.	Exaggerate the Experience	Can Do
	We are connected to NIMC but they have "downtime" issues. That means we cant provide a service and partner service is not available. Can we have our own server with data on it to make it easier.	Exaggerate the Experience	Seemed Like a Good Idea at the Time
	Seamless roaming from MTN Nigeria to MTN South Africa (eg.) Roaming partners should be on 1 platform to latch on to. For non-MTN providers, there should be an email or SMS code that someone in that other country can solve my problem.	Exaggerate the Experience	Can Do
	App dedicated to MTN customers to use it to log a complaint. Across countries, have 1 platform where any customer can see their profile, account, get support etc. Self-service trouble shooting. With an escalation option when needed.	Exaggerate the Experience	Seemed Like a Good Idea at the Time
	E-commerce - the return policy should be seamless. We should pick-up the product not ask them to bring in to the shop.	Exaggerate the Experience	Can Justify
	In the North, we have Niger etc that are neighbouring countries. There are lots of transactions and migrations across borders. Our calls go through to those countries but MTN does not have a specific bundle to call across the country. They switch to our competitor sim to make "international" calls. We need "neighbour bundles" so that we can keep our customers on our network.	Exaggerate the Experience	Can Do
	Customer education and communication should be done in local languages. Currently, they switch between the local language and English. We struggle to explain our service or products in their own language. This should minimize the number of customer service sessions. They are loyal customers. We should be able to speak the language they best understand. We know that they don't understand our questions so now they rate us 1 on NPS because customers understand 1 as first, or the best, instead of understanding that 9 or 10 is the best. By creating understanding in their own language we will have better NPS scores.	Exaggerate the Experience	Can Do
	We are driving data, we want customers to use it all the time. There are customers who do not use data yet but they do use airtime. We should not just give data but airtime when they upgrade their line even when they don't use a 4G or 5G phone. Let it be 30% airtime and 70% data. This will encourage them to buy a new smartphone.	Exaggerate the Experience	Can Do
	* Show our customers that we care about them. Send SMS, Christmas text to appreciate the customers. We need to have a CRM system to capture customer relevant information to build their story with us and we can use that to do focused marketing. Personalised messages.	Remain Relevant	Can Do
	* Understand the needs of society and provide tailored solutions. E.g. Develop 'n revision app for school children before their exams. That provides a service to the community and builds goodwill with the brand.	Remain Relevant	Can Do
	* Feedback to our customers, it brings loyalty and referral to MTN. Personal feedback. Linked to CRM system for personal information. Personalised service	Remain Relevant	Can Do
	* Identify with our customers when the need arises. The business communicates about emergencies, and extend it that to various areas. Flooded areas, find alternative routes. Community or environmental information. SMS.	Remain Relevant	Can Do
	* MTN Foundation - We need to speak about our social investment in the country and our customers. It is not seen or known. (TV show touch people's lives) I am so proud of what we do, why can't we use that in our marketing, tell our story.	Remain Relevant	Can Do
	* We are not telling our own story in the rural/outlying areas. Education, social welfare, water infrastructure projects. They don't know about us. Using the local language.	Remain Relevant	Can Do
	* Real engagement with our customers, Real engagement with our staff.	Remain Relevant	Can Do
	* Be flexible and simplify our processes.	Remain Relevant	Can Do
	* Committed relationship - Meeting and exceeding the customer expectations. We know what the needs are. Our product and service should be differentiated.	Create the Echo of a Thousand Good Times	Can Do
	* Committed relationship - Giving real feedback on the issue. Very NB. Show that we are committed. Even if it is not favourable.	Create the Echo of a Thousand Good Times	Can Do
	* Committed relationship - Always be there for our customers. Good and bad - network is down, we should show our concern and communicate to the customer.	Create the Echo of a Thousand Good Times	Can Do
	* Committed relationship to employee - Training and personal development to employees. It has a benefit for the company too. It means we do better.	Create the Echo of a Thousand Good Times	Can Do
	* Committed relationship to communities - Giving back to the community, rural areas where we have never been. Education and life skills. Do more awareness around this. Skill education specifically.	Create the Echo of a Thousand Good Times	Can Do
	* Committed relationship to communities - network connectivity to the rural communities. Upgrade the rural telephone services to 3G. Depending on the size of the community. Add CSR to this process.	Create the Echo of a Thousand Good Times	Can Justify
	* Committed relationship to communities - Hybrid bundles for neighbouring countries. Data in place. Airtime to put in place.	Create the Echo of a Thousand Good Times	Can Do
	* Committed relationship to employees - we all want to own a home. Can MTN help us with a lifestyle benefit to build our own homes. We are here for 15yrs+ that benefit could help.	Create the Echo of a Thousand Good Times	Can Do
	* Downtime affected 6mil customers. Within 10 hours our CEO sent out an apology video to customers. This was well received.	Control the Damage Ahead of Time	Can Do
	* Data and airtime to be replaced for downtime.	Control the Damage Ahead of Time	Can Do
	* I expect a personalise apology, that can also be a business opportunity. not just a generic compensation plan.	Control the Damage Ahead of Time	Can Do
	We need to deal with our employees who leave better.	Control the Damage Ahead of Time	Can Do
	Have a better / available telephone number to call	Control the Damage Ahead of Time	Can Do
	Create standards for when we will send a CEO apology	Control the Damage Ahead of Time	Can Do
	When customer's problem is not fixed, don't just replace data and airtime: come up with some kind of compensation for the time lost waiting, impacts of downtime. (Doesn't need to be literal compensation - how do we go beyond the transaction?)	Control the Damage Ahead of Time	Can Do
	Create standards for when someone is contacted by the most senior person (someone waiting 12 extra hours for sim swap).	Control the Damage Ahead of Time	Can Do
	Create "Boards of Honour" for impacted people who should receive special service anywhere at MTN.	Control the Damage Ahead of Time	Can Do
	For our corporate clients - come up with a way to help them as they are struggling through a problem.	Control the Damage Ahead of Time	Can Do
*	Personalized welcome greeting when a client enters the store (Welcome Dolapo) - recording.	Exaggerate the Experience	Can Justify	18738-3
	Interactive SMS pre subscribers birthday to ask them what they would like for their birthday. MTN then sends the surprise to the client as a present. There can also be a list of items from which they can select.	Exaggerate the Experience	Can Do	18738-3
*	Condolence package to the family of a deceased client to show that we are not only there when they are alive, but that we care for their family after as well.	Exaggerate the Experience	Can Do	18738-3
	AI machine that identifies why a customer visits the store before the customer can even interact with one of the staff members.	Exaggerate the Experience	Can Justify	18738-3
*	Massage parlor for customers who are waiting to be assisted in the stores.	Exaggerate the Experience	Can Justify	18738-3
	Dinner for two gift card when client visits the store to frontlines discretion.	Exaggerate the Experience	Can Do	18738-3
*	Food/drink vending machine where clients scan their slip to get something for free.	Exaggerate the Experience	Can Justify	18738-3
	Free food station for customers waiting to receive support in stores.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	18738-3
*	Kiddies corner in stores where there is a telescope to imagine the future through.	Exaggerate the Experience	Can Do	18738-3
	A board that shows how long clients have been in the store and how long their wait is still going to be.	Exaggerate the Experience	Can Do	18738-3
	A personalized message to each client that enters the store that shows what the previous reason for their visit was and what the status thereof is (completed/still busy).	Exaggerate the Experience	Can Do	18738-3
	A beauty parlor in the store to allow customers to save time while they wait.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	18738-3
	Ring the bell! Staff will ring a bell if a first time MTN client enters the store to make them feel special.	Exaggerate the Experience	Can Justify	18738-3
	Business palliative package.	Exaggerate the Experience	Can Justify	18738-3
	Client can become the MTN CEO for a day.	Exaggerate the Experience	Can Do	18738-3
	By meeting customers changing needs by finding out what their updated needs are frequently (to package services and products).	Remain Relevant	Can Do	18738-3
	By evaluating the best communication channels that our customers prefer and make use of them to communicate with them.	Remain Relevant	Can Do	18738-3
	Get frequent feedback from our customers - listen to customers and implement their feedback.	Remain Relevant	Can Do	18738-3
	Touching the hearts and minds of people - MTN can touch the hearts of people by doing things in the community that will benefit people.	Remain Relevant	Can Do	18738-3
	Jumping on trends! If a musician is trending, MTN should capitalize on it by commenting on the musicians music.	Remain Relevant	Can Do	18738-3
	You can stay relevant for your customers if you personalize your products and services based on the needs of your customers (data usage etc.)	Remain Relevant	Can Do	18738-3
	MTN foundation - community project: Community requests to understand what the community requests are and then MTN can go and assist the community with them.	Create the Echo of a Thousand Good Times	Can Do	18738-3
	Go green with solar to show the commitment MTN has with the community and bettering the environment.	Create the Echo of a Thousand Good Times	Can Do	18738-3
	Employees can do community service to show their commitment to the community (example: cleaning the community/streets).	Create the Echo of a Thousand Good Times	Can Do	18738-3
	Scholarships for primary and secondary school students to provide them with support to study further.	Create the Echo of a Thousand Good Times	Can Do	18738-3
	MTN should pay for further studies or professional development of all employees.	Create the Echo of a Thousand Good Times	Can Do	18738-3
	Partner with local communities where MTN can host symposiums where MTN can tell them what is happening around the word. The event can also be used to reward customers for support (example or rewards: free airtime).	Create the Echo of a Thousand Good Times	Can Do	18738-3
		Control the Damage Ahead of Time		18738-3
	For our corporate clients - come up with a way to help them as they are struggling through a problem.	Control the Damage Ahead of Time	Can Shift	18738-3
	Create "Boards of Honour" for impacted people who should receive special service anywhere at MTN.	Control the Damage Ahead of Time	Can Do	18738-3
	Create standards for when someone is contacted by the most senior person (someone waiting 12 extra hours for sim swap).	Control the Damage Ahead of Time	Can Do	18738-3
	When customer's problem is not fixed, don't just replace data and airtime: come up with some kind of compensation for the time lost waiting, impacts of downtime. (Doesn't need to be literal compensation - how do we go beyond the transaction?)	Control the Damage Ahead of Time	Can Do	18738-3
	Create standards for when we will send a CEO apology	Control the Damage Ahead of Time	Can Do	18738-3
	- "Season of surprises"	Exaggerate the Experience	Can Justify
	- Christmas gifts	Exaggerate the Experience	Seemed Like a Good Idea at the Time
	- Touch the lives of 76m customers	Exaggerate the Experience	Seemed Like a Good Idea at the Time
	- Birthday messaging	Exaggerate the Experience	Can Do
	- Birthday gift boxes/ birthday flower delivery/ birthday cake delivery	Exaggerate the Experience	Can Justify
	- Mindblowing gift for 100th customer per store Fanfare, balloons, PA system, PARTY!	Exaggerate the Experience	Seemed Like a Good Idea at the Time
	- gamify the stores, make the waiting pleasurable	Exaggerate the Experience	Can Justify
	- make a store visit memorable. 5G Playstation stations.	Exaggerate the Experience	Can Justify
	- charging ports in the stores	Exaggerate the Experience	Can Do
	- provide free wifi coverage to the new trains	Exaggerate the Experience	Can Shift
	- "free-phone hour"	Exaggerate the Experience	Can Justify
	- partnering with popular grocery stores and "gifting" a free shopping experience randomly	Exaggerate the Experience	Can Justify
	- fuel vouchers/ loyalty points to earn fuel points	Exaggerate the Experience	Can Shift
	- childrens celebrations in store	Exaggerate the Experience	Can Justify
	How can you show relevance to your customers' lives? / How can you show relevance to the world your customers live in?	Remain Relevant	Seemed Like a Good Idea at the Time
	Supporting medical services in accessing deep rural areas.	Remain Relevant	Can Do
	Supporting education and access to information in deep rural areas.	Remain Relevant	Can Do
	Canoe trasnportation for waterbased communities	Remain Relevant	Can Shift
	Sustained small-scale investment in community based entrepreneurs and organisations.	Remain Relevant	Can Justify
	Health, education and a roof over their heads are paramount to the Nigerian nation.	Remain Relevant	Seemed Like a Good Idea at the Time
	Unlimited Scholarships for targeted communities.	Remain Relevant	Can Shift
	Assisting in building decent accommodation for students at universities.	Remain Relevant	Can Justify
	Parner with customers on how to get solar energy solutions at subsidised rates	Remain Relevant	Can Justify
	- opening up the learning platform (MTN U-Learn) to all stakeholders of MTN for FREE	Create the Echo of a Thousand Good Times	Can Do
	- Rural telephones that can be used for free to call for emergency services etc. Infrastructure that provides connectivity.	Create the Echo of a Thousand Good Times	Can Do
	- Allow "single" employees to include parents or siblings on their medical plans	Create the Echo of a Thousand Good Times	Can Shift
	- commit to minimum turnaround times, and give HUGE gifts when we don't meet the target	Create the Echo of a Thousand Good Times	Can Justify
	- MTN will replace data and airtime to the equivalent of a whole day - for any amout of downtime	Control the Damage Ahead of Time	Can Justify
	- MTN will compensate customers for their time lost while waiting for service resolutions. Personalise compensation.	Control the Damage Ahead of Time	Can Justify
	- Special service at MTN EVERYWHERE for inconvenienced customers.	Control the Damage Ahead of Time	Can Do
	- MTN Won't charge for services until final confirmation has been received.	Control the Damage Ahead of Time	Can Do
	1. Create standards for when we will send a CEO apology 2. When customer's problem is not fixed, don't just replace data and airtime: come up with some kind of compensation for the time lost waiting, impacts of downtime. (Doesn't need to be literal compensation - how do we go beyond the transaction?) 3. Create standards for when someone is contacted by the most senior person (someone waiting 12 extra hours for sim swap). 4. Create "Boards of Honour" for impacted people who should receive special service anywhere at MTN. 5. For our corporate clients - come up with a way to help them as they are struggling through a problem.	Control the Damage Ahead of Time
	MTN Foundation	Exaggerate the Experience	Can Do	18738-4
	Seasonal of surprises, customers open a virtual box and whatever they see inside was sent to them	Exaggerate the Experience	Can Do	18738-4
	Tell us a story about MTN Experience without giveaways. increase online presence, people share positive experience with MTN. Reward a few experiences as a surprise	Exaggerate the Experience	Can Justify	18738-4
	Align with UN SDG Goals. Agriculture a huge concern in our country. Begin to pay value chain in agriculture	Exaggerate the Experience	Can Justify	18738-4
	Applications used in the customer service division. Invest in technologies that will enhance the customer experience	Exaggerate the Experience	Can Shift	18738-4
	Be Automatic and less on manual work	Exaggerate the Experience	Can Do	18738-4
	Big and heavy database, use it to harvest the data and be able to produce telemade products and services	Exaggerate the Experience	Can Do	18738-4
	Embark on the CSI programme that we can can "ask for it and we can get it done" for remote areas and villages	Exaggerate the Experience	Can Do	18738-4
	Provide Primary health services for customers	Exaggerate the Experience	Can Do	18738-4
	Mindfulness and mental wellness. Mental health promotion	Exaggerate the Experience	Can Do	18738-4
	Power provision for individuals and organisations. A large pull of subscribers can we delve into a pool of energy solutions for both individuals and organisations, platform for people to excel in their micro-business.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	18738-4
	Isolate customers who are in network down areas and notify them and give them ways to connect.	Exaggerate the Experience	Can Do	18738-4
	Give the customers on birthdays and wedding anniversaries-specials days. Give airtime or something like that	Exaggerate the Experience	Can Do	18738-4
	Customers who are top spenders and give us regular revenue can we have a once-off for reward. Those who are not eligible for prestige	Exaggerate the Experience	Can Do	18738-4
	replicate digital centers across the country digital experience centers	Exaggerate the Experience	Can Justify	18738-4
	Benefits sustained for retired employees. Lifetime benefits, does not need to include next of kin	Exaggerate the Experience	Can Do	18738-4
	People are stranded in clinics, regardless if you are affiliated to network. Suprise to settle the bills	Exaggerate the Experience	Can Do	18738-4
	Nap arena in the office. tired and times level of concentration drops. rest for 30 minutes and come back refreshed	Exaggerate the Experience	Can Do	18738-4
	Delve into cybersecurity for businesses	Exaggerate the Experience	Can Justify	18738-4
	Consider logistics as a business, large volume of people using it	Exaggerate the Experience	Can Justify	18738-4
*	Severance Package when you are retiring. Medicals to subsidies for elderly ones	Exaggerate the Experience	Can Do	18738-4
	Provison of emergency toll-free line on highways	Exaggerate the Experience	Can Shift	18738-4
	Intervene in Primary healthcare and schools in terms of renovation. For employees to nominate school/clinics they would like to renovate	Exaggerate the Experience	Can Do	18738-4
	Rotation to other countries. Opportunity to work in MTN in other countries, see different fields and see what other people are doing and learn from them	Exaggerate the Experience	Can Do	18738-4
	Bring back the "who want to be a millionaire" programme. Was engaging and impactful	Remain Relevant	Can Justify	18738-4
	Corporate Banter-Reach out to all the People. International friends day and public holidays	Remain Relevant	Can Do	18738-4
	Leverage with Government because of tax compliance, maintain that score. MTN continuously pay their taxes for them	Remain Relevant	Can Do	18738-4
	Explosion of startups in technology especially Fintech, MTN Collaborate with other companies, go into mergers and acquisitions with other customers	Remain Relevant	Can Do	18738-4
	Offer competitive pricing in packages and promotions	Remain Relevant	Can Do	18738-4
	Customer is key, continuously improve customer experience. Review, respond and try to have customers perception of us to be a company that adds value to community and nation	Remain Relevant	Can Do	18738-4
	How do we communicate with our stakeholders? Go to cities and communities and engage people. CSR	Remain Relevant	Can Do	18738-4
	Be a platform business. Deepen the objective and vision, and have companies layered on us. Mini MTNs. Even exisiting business that are looking for solutions that we already have	Remain Relevant	Can Do	18738-4
	We are on 60% bureaucracy and we can still decrease further to 30. Work until we are fully digitalised	Remain Relevant	Can Do	18738-4
	Improve issues around the network for our customers. Work on the network and service, still areas with complaints. Optimise our infrastructure	Remain Relevant	Can Do	18738-4
	Give a discount when there are certain issues happening, as a way of giving back and helping them when they are in need or during tough times.	Remain Relevant	Can Do	18738-4
	Groomed a lot of skillful business in the business, some have moved to other countries and we are losing skills. Maintain an alumni association and have them to contribute to the MTN to help and continue grow the skill in MTN. Look at MTNers who are in politics and Entrepreneurship and leverage on them	Remain Relevant	Can Do	18738-4
	Show up more in the destructive technology space. More gadgets and convert these things into home appliances.	Remain Relevant	Can Justify	18738-4
	Make customer lives easy with things that they will find relevant in 20 years and a platform where people can share energy and investments B2B and B2C	Remain Relevant	Can Justify	18738-4
	The need to avoid the fine in 2015. Continue to stay focused and compliant with all regulatory requirements so situation does not happen again.	Remain Relevant	Can Do	18738-4
	Look at other countries with sub-region where MTN can be and turn into MTN story	Remain Relevant	Can Shift	18738-4
	Go benefits - Giving an amount of money and use it to buy a house appliance of your choice	Create the Echo of a Thousand Good Times	Can Do	18738-4
	Reassurance during an interview and saw potential in me even when I was not performing at my best. And received opportunity	Create the Echo of a Thousand Good Times	Can Do	18738-4
	MTN giving nursing mother 6 months of Maternity leave. A good period to bond with your baby. Assured that nothing will happen to your job and it won't have an impact on your ability to perform.	Create the Echo of a Thousand Good Times	Can Do	18738-4
	MTN Foundation and what we can do together- Community benefitted from it, they went to give out reading materials and school uniforms and bags to primary school kids, has a video that was shared and we nominated the community.	Create the Echo of a Thousand Good Times	Can Do	18738-4
	Optimise network in areas that we do CSR but only have 2G	Create the Echo of a Thousand Good Times	Can Shift	18738-4
	Go back to customers for helpers and get feedback to improve and make them know. And acknowledge customers whose sentiments and feedback we use to improve the business. Go back and say "Thank you"	Create the Echo of a Thousand Good Times	Can Do	18738-4
	Advertisements were consistent in messaging and information. Had emotional connections with the audience. Bring back those types of adverts that are inspirational, empathetic and entertaining	Create the Echo of a Thousand Good Times	Can Do	18738-4
	Everly grateful for MTN	Create the Echo of a Thousand Good Times	Can Do	18738-4
	MTN Foundation doing great work, telling stories of what Foundation does. Leverage on that	Create the Echo of a Thousand Good Times	Can Do	18738-4
	Create standards for when we will send a CEO apology	Control the Damage Ahead of Time	Can Do	18738-4
	When customer's problem is not fixed, don't just replace data and airtime: come up with some kind of compensation for the time lost waiting, impacts of downtime. (Doesn't need to be literal compensation - how do we go beyond the transaction?)	Control the Damage Ahead of Time	Can Justify	18738-4
	Create standards for when someone is contacted by the most senior person (someone waiting 12 extra hours for sim swap).	Control the Damage Ahead of Time	Seemed Like a Good Idea at the Time	18738-4
	Create "Boards of Honour" for impacted people who should receive special service anywhere at MTN.	Control the Damage Ahead of Time	Seemed Like a Good Idea at the Time	18738-4
	For our corporate clients - come up with a way to help them as they are struggling through a problem.	Control the Damage Ahead of Time	Can Do	18738-4
	Partnering with Agents to provide food relief to people in form of discounts " " " with fuel stations to provide fuel for communities " " " electricity (solar bulbs) for markets, streets, etc in communities that we have adopted (bank with them during the day and provide light for extended transaction at night) " " " mercury bulbs for agents for detecting counterfeit currency " " " road signs for some streets, markets, etc. in Nigeria to help with directions " " " food transportation from farm (north, etc.) to the parts of the country they are needed " " " provision of full pack of school provisions for school children " " " school and personal kits/provisions for the kids/people with disabilities " " " provisions for the homeless " " " adopt a school for refurbishment	Exaggerate the Experience		18738-1
	1. Investment and financial tips/advice 2. Having lifestyle based products (insurance, education, etc) 3. Savings and spending analysis to help customers to do budgeting 4. Automated reminders for financial decisions on the app 5. Engagement with customers during holidays and sharing their ideas on our social media 6. Educate other tribes in the country about the culture of other tribes 7. Weather/traffic update or top flashing news of things happening in Nigeria on the MoMo App 8. Market hubs	Remain Relevant		18738-1
	Feature customers who reach a certain Milestone on Major TV Advert during a live broadcast Visit a top MoMo Merchant in a public market and that has performed well and redecorate or expand her shop totally rebranding and refurnishing it Recreate the MTN Season of surprises for MoMo Do Customer Testimonials and highlight on Social media Do A street Talent hunt and sponsor people noticed with exceptional talent e.g. singing Acting Dancing etc Get customers who visit Agent Outlets or MTN Shops to get free Game playing time Gamefication on the App - Upload a picture of yourself top 100 best pictures win a trip to dubai Frequent App users get Unlimited data that cant be sold or get a fantastic prize Visit a Community for less priveledged and offeer them sponsorships for education and scholarships ( A place with Low MoMo Presence) Pick a school and rebrand re modify paint the schools give them MoMo Notebook MoMo Black board MoMo Pen and free wifi for numbers with MoMo accounts Upgrade your Phone campaign. Upgrade phones for people in rural areas that have performed many transactions Street Battle : Do a street competition street with the highest number of MoMo Transactions. Winner gets street tarred , borehole street lights etc Security SOS Police number tab once you have an MTN Number and a MoMo Tab it sends your location to the Police	Exaggerate the Experience		18738-3
		Exaggerate the Experience		18738-3
	Feature customers who reach a certain Milestone on Major TV Advert during a live broadcast • Visit a top MoMo Merchant in a public market and that has performed well and redecorate or expand her shop totally rebranding and refurnishing it • Recreate the MTN Season of surprises for MoMo • Do Customer Testimonials and highlight on Social media • Do A street Talent hunt and sponsor people noticed with exceptional talent e.g. singing Acting Dancing etc • Get customers who visit Agent Outlets or MTN Shops to get free Game playing time • Gamefication on the App - Upload a picture of yourself top 100 best pictures win a trip to dubai • Frequent App users get Unlimited data that cant be sold or get a fantastic prize • Visit a Community for less priveledged and offeer them sponsorships for education and scholarships ( A place with Low MoMo Presence) • Pick a school and rebrand re modify paint the schools give them MoMo Notebook MoMo Black board MoMo Pen and free wifi for numbers with MoMo accounts • Upgrade your Phone campaign. Upgrade phones for people in rural areas that have performed many transactions • Street Battle : Do a street competition street with the highest number of MoMo Transactions. Winner gets street tarred , borehole street lights etc • Security SOS Police number tab once you have an MTN Number and a MoMo Tab it sends your location to the Police	Remain Relevant		18738-3
		Remain Relevant		18738-3
	Introduce Business Tips on the App & USSD	Remain Relevant		18738-3
	Send Traffic Updates On the App - direct customers on best routes to take	Remain Relevant		18738-3
	Get customer data on Hobbies of customers - hold an event where a competition for that particular hobby e.g fishing is the theme	Remain Relevant		18738-3
	Issues with Business approvals from Regulatory- Set up a one day forum with professionals e.g. lawyers finance people will give free advice on how to deal with those situations. In partnership with the required bodies	Remain Relevant		18738-3
	Airport : MoMo Welcome Wagon - Band at Airport - MoMo Branded Cab waiting	Exaggerate the Experience		18738-3
*	i have an idea edit	Focus on the Field of Awareness		table 1
	new idea	Focus on the Field of Awareness		table 1
*	stans idea None Websense related topics too	Focus on the Field of Awareness		table 1
*	dna idea	Match the DNA		table 1
	new idea edit	Match the DNA		table 1
*	new idea	Exaggerate the Experience	Seemed Like a Good Idea at the Time	table 1
*	edit ideannnnnn	Exaggerate the Experience	Can Justify	table 1
	testest	Create the Echo of a Thousand Good Times	Can Justify	table 1
	test editbbbbbb	Create the Echo of a Thousand Good Times	Can Do	table 1
	hrstkrngklrnlknl	Remain Relevant	Can Justify	table 1
*	gjrkgjrfldkbmfdslm	Remain Relevant	Can Justify	table 1
*	kdmvldfmmmmm	Remain Relevant	Can Shift	table 1
*	fgfhgt	Remain Relevant	Can Do	table 1
	kjnklnknm,nm,	Control the Damage Ahead of Time	Can Justify	table 1
	originigal fantastic idea. make our own coffee. grind our own beans	Control the Damage Ahead of Time	Seemed Like a Good Idea at the Time	table 1
	Train option, pay for train ticket for users	Exaggerate the Experience		18738-2
	Payment of hospital bills	Exaggerate the Experience		18738-2
	Payment for fuel at filling station	Exaggerate the Experience		18738-2
	Payment of school fees for less privileged students	Exaggerate the Experience		18738-2
	Paying for people's meal at food joints	Exaggerate the Experience		18738-2
	Paying for groceries at local market and supermarket	Exaggerate the Experience		18738-2
	Paying for groceries at local market and supermarket	Exaggerate the Experience		18738-2
	Paying for groceries at local market and supermarket	Exaggerate the Experience		18738-2
	- Acknowledge anniversay date( Birthday)	Remain Relevant		18738-2
	Reward anniversary date(Birthdays and Onboarding anniversary	Remain Relevant		18738-2
	Reward transaction threshold.	Remain Relevant		18738-2
	Communicate on current realities and proffer ways to ease the current situation ( food price inflation in Nigeria)	Remain Relevant		18738-2
	Nugget on safety rules 1.Stay safe. 2. See something say something 3.give a number to call	Remain Relevant		18738-2
	Give every MoMo Customer a smartphone	Exaggerate the Experience
	Give a paid vacation on the next National Independence celebration	Exaggerate the Experience
	Give the customer an Open cheque to make a wish and we deliver in a waoh manner	Exaggerate the Experience
	We get you to work free on Monday ( Transport fare of fuel fill up) for MoMo Customers	Exaggerate the Experience
	Give cash benefit to customers (5000) on a particular day	Exaggerate the Experience
	Reward the shoppers at the food hub on a saturday ( shopping on MoMo)	Exaggerate the Experience
	Pick a supermarket and shop on us	Exaggerate the Experience
	Do something big in the IDP camp	Exaggerate the Experience
	Do a conditional cash transfer using the cash register	Exaggerate the Experience
	Customers =========== Know our customers birthdays and send them notification send them something special (cake, presents or a wishlist) Send personalized messages, gifts to the customers. We can reward the 1000th or 100,000 customer to be served or do a transaction. Using customer lifestyle data, connect with them and surprise them Community ================= Make the experience special for the customer Using our rigs, we can show games on DSTV, bring the football home during match days Give food, drinks etc. Have focused programs on segments of the society (e.g programs for SME, health etc) Give back to the disadvantaged in the society e.g do something for the school of the blind during the MoMo Month Give CSR leave to employees to volunteer and give back to the society Employee ============ Provide medical support towards fertility treatment Bring your family to work, family open day Support employees with owning their own homes Have a bar/sit out in the office for celebrations/events/film shows etc. Provide fuel dump in the office for staff to purchase duing period of scarcity	Create the Echo of a Thousand Good Times
	Extend the Billionaire promo to make 100 billionaires	Exaggerate the Experience
	We fail we pay - for every failed transaction we pay you	Exaggerate the Experience
	Give houses to MoMo customers	Exaggerate the Experience
	Give food voucher to all MoMo Customers	Exaggerate the Experience
	We fail we pay - for every failed transaction we pay you Give houses to MoMo customers Give food voucher to all MoMo Customers Build Schools and Hospitals in rural areas and make them free Rural Electrification (Rural areas) MoMo Power Build a power Plant for Lagos State - The MoMo Power Plant Free ride on 3rd Mainland Bride and other high traffic routes Build and rename the coastal road to The MoMo Costal Road Fund agents and merchants and provide resources to expand their businesses Build the 4th mainland bridge and call it the momo bridge fully branded no tolls Give 50Million to a customers within the Dormant base Extend the Billionaire promo to make 100 billionaires Do a conditional cash transfer using the cash register Do something big in the IDP camp Pick a supermarket and shop on us Reward the shoppers at the food hub on a Saturday ( shopping on MoMo) Give cash benefit to customers (5000) on a particular day We get you to work free on Monday ( Transport fare of fuel fill up) for MoMo Customers Give the customer an Open cheque to make a wish and we deliver in a wow manner Give a paid vacation on the next National Independence celebration Give every MoMo Customer a smartphone	Exaggerate the Experience
	Build Schools and Hospitals in rural areas and make them free	Exaggerate the Experience
	Rural Electrification (Rural areas) MoMo Power	Exaggerate the Experience
	Build a power Plant for Lagos State - The MoMo Power Plant	Exaggerate the Experience
	Free ride on 3rd Mainland Bride and other high traffic routes	Exaggerate the Experience
	Build and rename the coastal road to The MoMo Costal Road	Exaggerate the Experience
	Fund agents and merchants and provide resources to expand their businesses	Exaggerate the Experience
	Build the 4th mainland bridge and call it the momo bridge fully branded no tolls	Exaggerate the Experience
	Give 50Million to a customers within the Dormant base	Exaggerate the Experience
	Employee of the month celebration	Create the Echo of a Thousand Good Times		18738-1
	Community - Support to communities , health , feeding , Olympics games	Create the Echo of a Thousand Good Times		18738-1
	Scholarship fund for exceptional students in the community	Create the Echo of a Thousand Good Times		18738-1
		Exaggerate the Experience		18738-1
	Employee of the month celebration	Create the Echo of a Thousand Good Times		18738-1
	Employees special birthday celeberation monthly .	Create the Echo of a Thousand Good Times		18738-1
	Surprise visits by Exco to consenting employees!	Create the Echo of a Thousand Good Times		18738-1
	Supply top class school furniture to community schools	Create the Echo of a Thousand Good Times		18738-1
	Destination end of year party!	Create the Echo of a Thousand Good Times		18738-1
	Bring your kids , pets, mama , papa to work !	Create the Echo of a Thousand Good Times		18738-1
	Hand written cards to selected customers to celebrate them	Create the Echo of a Thousand Good Times		18738-1
	Build a Momo city 5 star apartments for MoMo staff	Create the Echo of a Thousand Good Times		18738-1
	Sponsor a fun Talent hunt initiative .	Create the Echo of a Thousand Good Times		18738-1
	Traditional birthday gesture , birthday cakes delivered to homes or office .	Create the Echo of a Thousand Good Times		18738-1
	Relationship with customers- financial literacy conference or repository	Create the Echo of a Thousand Good Times		18738-1
		Exaggerate the Experience		18738-1
		Exaggerate the Experience		18738-1
	Leverage MoMo lounge to create an experience for customers who don’t naturally qualify	Exaggerate the Experience		18738-1
	A home makeover for selected customers !	Exaggerate the Experience		18738-1
	Hire an airplane and give customers who have never flown an experience within Nigeria	Exaggerate the Experience		18738-1
	Movie delight ! For kids who have never been in the cinema	Exaggerate the Experience		18738-1
	MoMo theme park! Build a theme park and people will be selected to attend	Exaggerate the Experience		18738-1
	Sign up the Nigerian National football team to do a football clinic in a distant community!	Exaggerate the Experience		18738-1
	World Cup delight - fly 2 people to World Cup	Exaggerate the Experience		18738-1
	1. Charging points	Exaggerate the Experience		18738-1
	Provide amenities for selected overhead bridges within busy districts to give a wow experience	Exaggerate the Experience		18738-1
	Surprise birthday party!	Exaggerate the Experience		18738-1
	Double food delight ! If you’re a MoMo customer , we come in on random days and double your food purchase at restaurant	Exaggerate the Experience		18738-1
	Community food supply . Surprise people in an area with good bundle supply	Exaggerate the Experience		18738-1
	Surprise Medical payment ! Come in on a random day and pay for example the first 10 bills etc	Exaggerate the Experience		18738-1
	Pay national exam fees for a batch of students	Exaggerate the Experience		18738-1
*	create new DNA!	Match the DNA		hm
	Mutate old DNA	Match the DNA		hm
*	Here's one	Focus on the Field of Awareness		1
*	Two	Focus on the Field of Awareness		1
*	Three	Focus on the Field of Awareness		1
	oOh! cash for doing things aligned to the customer experience - manager to have discretion to allocate.	Exaggerate the Experience	Can Shift	1912-15
	Encourage people to be bold. Get one bold idea for customers per quarter and just execute on it. BOOM!	Exaggerate the Experience	Can Justify	1912-15
*	500 problems in 500 days - $100 donated to charity for every one solved.	Exaggerate the Experience	Can Do	1912-15
*	30 people turning 30 in the year we do. Draw for one and $30K donated to charity of their choice. Done at conference on stage.	Exaggerate the Experience	Can Justify	1912-15
	Customers on billboards and airport screens for Christmas. Employees kids get on a billboard or screen for their birthday.	Exaggerate the Experience	Can Shift	1912-15
*	Sing'a'gram for new employees - to their door - delivers their contract. WOW. Or their office on their last day.	Exaggerate the Experience	Can Justify	1912-15
	Use billboards for new employees, anniversaries, etc.	Exaggerate the Experience	Can Shift	1912-15
	Special experience on everybody's birthday. Whole day doing things they love.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	1912-15
*	oOh! hitman or hitwoman - get rewarded for 'killing' bad, inefficient or redundant processes (and work).	Exaggerate the Experience	Can Shift	1912-15
*	Everyone in the business only incentivised on the outcomes we most care about - eg. Customer experience. Therefore no sales commissions, maybe no EBITDA, etc.	Exaggerate the Experience	Can Shift	1912-15
*	Personalised bonus letters - manager can add own text.	Exaggerate the Experience	Can Do	1912-15
	Everybody can be a winner - submit your dream and one person gets it come true...	Exaggerate the Experience	Seemed Like a Good Idea at the Time	1912-15
*	Providing solutions and thought leadership to businesses and the community - allow them to access tools, training, etc.	Remain Relevant	Can Shift	1912-15
	Share knowledge and opportunities for development.	Remain Relevant	Can Shift	1912-15
*	Taking on all advertising activities for charities in Australia so they don't have to employ a CMO.	Remain Relevant	Can Justify	1912-15
	Privacy vs the data businesses have - could we be the first company to take an active stand on this?	Remain Relevant	Seemed Like a Good Idea at the Time	1912-15
*	How do we provide individual relevance re the strategy by being clear on the individual impact?	Remain Relevant	Can Do	1912-15
*	Relevance is gained through keeping thing simple - complexity kills relevancy. Ensure we simplify strategy comms to the lowest level possible.	Remain Relevant	Can Do	1912-15
	Open source ideas from clients, the community, etc.	Remain Relevant	Can Shift	1912-15
*	Making our strategy relevant to our employees, clients and the community - ie. demonstrate clearly how it impacts all 3.	Create the Echo of a Thousand Good Times	Can Do	1912-15
	Engaging the influencers in the strategy - how do we help familes, etc of employees understand what our employees do and why it makes a difference. Eg. Comic strip with employees as superheroes.	Create the Echo of a Thousand Good Times	Can Justify	1912-15
*	Build a contribution wall - where employees put up notes that describe how they contribute to the strategy. Could it be an interactive wall? It pulls up samples of employees and can have recognition software that brings up an individual or team of individual walking by. Can include more than contributions - could be their favourite memory, etc. - it would help create a legend.	Create the Echo of a Thousand Good Times	Can Justify	1912-15
	Need to understand what issues our clients have. What drives them spare? What problems have they ever had? Map the problems and likelihood and build strategies to address them.	Control the Damage Ahead of Time	Can Justify	1912-15
	SWOT team - Stop Wasting Our Time - small group dedicated to going around and finding things that we need to stop. Things that waste our time and get in the way of doing our jobs and serving customers.	Control the Damage Ahead of Time	Can Shift	1912-15
	Thermometer on Intranet home page - how many things have we stopped. Measure, celebrate and reward.	Control the Damage Ahead of Time	Can Do	1912-15
		Exaggerate the Experience		1912-1
*	Supercharge uh-oOh!	Control the Damage Ahead of Time		1912-1
*	Supercharge uh-oOh!	Control the Damage Ahead of Time		1912-1
*	Branded maintenance vehicles.	Control the Damage Ahead of Time		1912-1
*	The oOh! promise - we will respond within a certain time	Control the Damage Ahead of Time		1912-1
*	Internalize installers/maintenance/site builders to ensure quality control and brand ambassadors - commerical training within that fie3ld	Control the Damage Ahead of Time		1912-1
*	Once resolution is complete - Commercial to follow up mia culpa	Control the Damage Ahead of Time		1912-1
	NKH - Highlight how OpenTable gives back to the community on our website (crisis response)	Create the Echo of a Thousand Good Times	Can Do	R2
	Company cafeteria where we serve great meals to employees, and the FOH and Kitchen are staffed by young people from the community who are looking to build skills in the restaurant industry.	Create the Echo of a Thousand Good Times	Seemed Like a Good Idea at the Time	R2
	Empower senior leaders to take small groups of employees out to lunch on a regular basis. Like a listening tour, it gives people a chance to interact with leadership. With each visit, the team presents a gift of gratitude to the restaurant.	Create the Echo of a Thousand Good Times	Can Do	R2
	A video series showing the end-to-end experience of a great dinner: From the vision of the restaurateur, the passion of the staff, to the purpose and experience of the diners. Could be a beautiful documentary style story -- very relatable.	Create the Echo of a Thousand Good Times	Can Shift	R2
*	Blow the roof off the Win-back moments - the warmth of the OT team, the ease of returning, the chance to tell your story.	Create the Echo of a Thousand Good Times	Can Do	R2
*	Small moments - an overall campaign of marking the small moments, to surprise and delight our customers. On their anniversary, apply a 50% discount as a thank you for their business; if we know its someone's birthday, send the a card; anniversary of the restaurant opening, give them some marketing love.	Create the Echo of a Thousand Good Times	Can Shift	R2
	Empower the field team to recognize personal moments in the lives of our customers (drop off champagne when a chid is born, match a donation to a community event, etc.)	Create the Echo of a Thousand Good Times	Can Shift	R2
	Most common help request: Asking for help configuring their floor plan	Control the Damage Ahead of Time	Seemed Like a Good Idea at the Time	R2
*	About 4k ERBs are replaced each year. Blow their mind with an amazing service experience for a same day "first aid kit" - OT support member to get them up and running again - on an iPad with GuestCenter preloaded, delivered in a beautiful branded box. Stay there to help them set up the floor, train your staff.	Control the Damage Ahead of Time	Can Justify	R2
*	We know when a restaurant is getting a bill that is significantly larger than previous month or YOY. Before we send them the bill, call them and let them know, and be able to explain it, and give the OT person discretion to react in the event it is a concern.	Control the Damage Ahead of Time	Can Shift	R2
	Proactive detection of ERB issues - we show up with a new box before it breaks down.	Control the Damage Ahead of Time	Can Shift	R2
	Proactively avert Holiday disasters eg, my book is full, but I'm not open, or I didn't fill up because I restricted availability. Alert all restaurants in advance of a Holiday by doing a proactive call down to let restaurants know we are here to help.	Control the Damage Ahead of Time	Can Shift	R2
*	For Same Day Cancellations / No Shows, we'll make you whole 1) offer table to VIP customers, 2) give restaurants a "make good" credit for a Promoted Inventory listing	Control the Damage Ahead of Time	Can Justify	R2
	The iPad (FOH)	Focus on the Field of Awareness		R2
	Owner App	Focus on the Field of Awareness		R2
	Training Portal	Focus on the Field of Awareness		R2
	Insights and Data (Owners/Managers)	Focus on the Field of Awareness		R2
	Invoice (Owners)	Focus on the Field of Awareness		R2
	Customer Service / Tech Support	Focus on the Field of Awareness		R2
	Diner Reviews	Focus on the Field of Awareness		R2
	OpenTable Marketing Campaigns	Focus on the Field of Awareness		R2
	QBR / Meetings	Focus on the Field of Awareness		R2
	Emails	Focus on the Field of Awareness		R2
	Website / Planning / Account Management (GCA/GCR)	Focus on the Field of Awareness		R2
	Fill the dining room at no charge to them -- this is what 100% availability feels like	Exaggerate the Experience	Can Justify	R2
	The dinner exchange -- two restaurants and we take them over and the staff swaps and is treated to a great meal	Exaggerate the Experience	Seemed Like a Good Idea at the Time	R2
	OpenTable hosted Happy Hour (after hours) at a great bar -- industry people eat/drink for free	Exaggerate the Experience	Can Justify	R2
	For our smaller restaurants - we send a celebrity chef to help them for a night	Exaggerate the Experience	Can Justify	R2
	Celebrity diner (Beyonce) we bring her to a restaurant for dinner -- and fill the house with diners - social media extravaganza	Exaggerate the Experience	Seemed Like a Good Idea at the Time	R2
	Small business ads - we advertise for them on a bill board or tv	Exaggerate the Experience	Seemed Like a Good Idea at the Time	R2
	New Restaurant Opening - we help someone bring their dream to life	Exaggerate the Experience	Can Justify	R2
	Fill your restaurant with kids who have never had a fine dining meal before (No Kid Hungry)	Exaggerate the Experience	Seemed Like a Good Idea at the Time	R2
	One night, many Cities, OpenTable hosts groups at Restaurants -- family reunion, brings co-workers back together, neighbors	Exaggerate the Experience	Can Shift	R2
	Single City takeover - OpenTable takes over the market, emails, social media, fill every restaurant	Exaggerate the Experience	Seemed Like a Good Idea at the Time	R2
*	Service is our middle name. Restaurants never wait for a customer support person -- ever. Support team are product/knowledge experts, able to support real world issues on the fly. With access to Customer info, knowledge about how to solve customer problems and discretion to meet their needs.	Exaggerate the Experience	Can Justify	R2
	Always allow diners to donate their points to NKH	Exaggerate the Experience	Can Justify	R2
	Matching points for NKH -- Pick a restaurant, tell diners, match points on the restaurants behalf and have it all donated to NKH	Exaggerate the Experience	Seemed Like a Good Idea at the Time	R2
	For smaller / less visible restaurants -- help them with Social Media, full house, grand re-opening	Exaggerate the Experience	Seemed Like a Good Idea at the Time	R2
	Rainy day pool of funds - help restaurants during times of stress	Exaggerate the Experience	Can Justify	R2
	High Schoolers Stage - OpenTable helps fund a program where high schoolers are taught restaurant skills with an actual job in a restaurant. Restaurants get help, kids get skills, OpenTable helps the industry	Exaggerate the Experience	Can Shift	R2
	Boondoggle experience for the FOH team (like what Chefs often get)	Exaggerate the Experience	Seemed Like a Good Idea at the Time	R2
	Gamify diner reviews and shift ratings -- let FOH compete with each other, across a neighborhood, across a City, nationally.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	R2
	10x the Tips -- awarded to the teams with the best customer ratings	Exaggerate the Experience	Can Shift	R2
	OpenTable test kitchen - a place where chefs come test their ideas for new concepts, menus, etc. We curate the calendar, offer seats to VIP diners, provide the press coverage, social media, etc.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	R2
*	Restaurant Rescue Squad - a 24x7 hotline to connect restaurant owners with resources to help them with critical business issues and in an emergency - lawyers, tax advisors, employment/HR, etc. -- beyond OpenTable product issues	Exaggerate the Experience	Can Shift	R2
	Restaurant Panic Button - emergency support staff, dishwashers, line cooks, servers, hosts	Exaggerate the Experience	Seemed Like a Good Idea at the Time	R2
*	New Business Model - Give customers control over how much they spend with OpenTable. Instead of current model ($1/diner, no control over how many diners) launch a marketing platform that allows restaurants to create and manage targeted marketing campaigns (aka FB)	Exaggerate the Experience	Can Justify	R2
*	Create a customer database for Restaurants, that allows us to have a consolidated view of each customer, including their account info, product usage, customer contacts & permissions, marketing responsiveness, etc. This will make us much smarter, and capable of anticipating our customers needs because we will ALL know them as ell as the account manager )for those accounts who have one)	Exaggerate the Experience	Can Do	R2
*	Reward customer loyalty. Treat our most loyal customers (highest CPR, longest tenure) better with preferred pricing, special offers like extra marketing support, etc. Basically our version of "amuse bouche". Every Elite/Top customer should feel the love, as if they had a visit from an Exec team member.	Exaggerate the Experience	Can Justify	R2
	Make it incredibly easy for Diners to redeem or donate their Bonus Points. As easy as it is for them to earn them.	Exaggerate the Experience	Can Justify	R2
	All OpenTable employees who work on the Restaurant side of the business must get certified on GuestCenter. This will ensure all of our employees understand the product we sell.	Exaggerate the Experience	Can Do	R2
	#MeToo - Demonstrate our commitment to Equality, Diversity. How can OpenTable be a voice for this -- Christa 50/50 commitment; Women's Leaders Dinner in SF, WOOT. We could tie our sponsorship dollars for things like James Beard Awards and conferences to these organizations demonstarting their commitment to 50/50 as well in terms of awards and conference speakers.	Remain Relevant	Can Do	R2
*	No Kid Hungry - make our support for ending childhood hunger more visible and relevant to Diners and Restaurants. Includes making it easy for Diners to donate their Bonus Points and easy for Restaurants to get credit for the meals those donations provide.	Remain Relevant	Can Justify	R2
	Creating Community - Help restaurants connect more deeply with their local community. A matching funds program where OpenTable matches donations that a restaurant company makes (along the lines of an employee matching funds program).	Remain Relevant	Can Justify	R2
	Local Community - Buy Local movement, help elevate local growers, vendors, etc. with a Preferred Providers program (vetted local businesses that our customer have recommended.	Remain Relevant	Seemed Like a Good Idea at the Time	R2
*	Take a stance on Restaurant Staffing - figure out how we can help reduce their daily pain-points for staffing: training, hiring, promotions, etc.	Remain Relevant	Seemed Like a Good Idea at the Time	R2
*	Help Restaurant employees manage their careers more effectively with a LinkedIn type service for Restaurant staff. That helps them promote themselves, show their skills, benchmark their capabilities	Remain Relevant	Seemed Like a Good Idea at the Time	R2
	Make it easy for restaurants to get advice, support with compliance support, tax advice, insurance, etc.	Remain Relevant	Can Justify	R2
*	Leverage our scale to help our customers get better pricing on a host of services - business insurance, payroll, workers comp, etc. (eg, Quickbooks add-ons)	Remain Relevant	Can Shift	R2
	A guide / webinars / blog posts on why restaurants Fail and Succeed. Maybe create a video series, or a YouTune web series to bring this to life -- make it entertaining!	Remain Relevant	Can Do	R2
*	A million first dates / A million anniversaries - show these "claims" within the product (GCA), on the Support Hold recording, or within emails, with quotes and images of our diners	Create the Echo of a Thousand Good Times	Can Do	R2
	Fill the Restaurant acquisition channel with customer testimonials - quotes and imagery to show how many restaurants appreciate and enjoy OpenTable	Create the Echo of a Thousand Good Times	Can Do	R2
	Share the stories of customers who have become employees -- Dustin, Charlie, Betsy, etc.	Create the Echo of a Thousand Good Times	Can Do	R2
	Humanization of OpenTable. Direct line/connection with product managers. Business optimization/advisors. Free trial period of OT. Better negotiated rates with other vendors. Stories tell them about their diners. Lower account load for AM's. Diner profiles. Ability to market/communicate back. Pop-up/ticketed events. Events. Onboarding. Support.	Focus on the Field of Awareness	Can Do	R1
	Restaurant video vignettes. OpenTable staige. OpenTable.	Exaggerate the Experience		R1
	Launch team - optimized, maximized. Two-week regular consulting check-ins.	Exaggerate the Experience	Can Shift	R1
	Ken Fulk - design. Danny Meyer - hospitality. Dominique Ansel - pastry chef. Thomas Keller - culinary.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	R1
	Permit expedition.	Exaggerate the Experience		R1
*	Comprehensive package - liquor license expedition, merchandising for extra revenue stream, install all your systems, staff, training on vendor systems.	Exaggerate the Experience	Can Justify	R1
	Free covers for first year customers	Exaggerate the Experience	Can Shift	R1
*	OpenTable allows popups to be listed on OpenTable network	Exaggerate the Experience	Can Do	R1
*	Mentor party.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	R1
*	Chefs on a plane. Pick up chefs along the way global.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	R1
	1 year celebratory soigné experience	Exaggerate the Experience	Can Do	R1
	Restaurant class community.	Exaggerate the Experience	Can Do	R1
	Call in to 1-800-Opentable gets to talk to others on hold; chat room	Exaggerate the Experience	Seemed Like a Good Idea at the Time	R1
	OT-fielded phone reservations	Exaggerate the Experience	Can Shift	R1
*	OpenTable Ventures - funding & support	Exaggerate the Experience	Can Justify	R1
	Crowd funding/kickstarter for restaurants	Exaggerate the Experience	Can Do	R1
	Crowd funding/kickstarter for restaurants	Exaggerate the Experience	Can Do	R1
	OpenTable employee debit card & funded dine out program.	Exaggerate the Experience	Can Justify	R1
	Open office hours with product team	Exaggerate the Experience	Can Do	R1
	May day button within GC	Exaggerate the Experience	Can Justify	R1
	Partner with a restaurant for a community-based activation	Exaggerate the Experience	Can Do	R1
	Pop credit certificates to give out to restaurants	Exaggerate the Experience	Can Do	R1
	$50 free covers credits to new OTC restos	Exaggerate the Experience	Can Do	R1
	Automated billing solution	Exaggerate the Experience	Can Shift	R1
		Remain Relevant		R1
		Remain Relevant		R1
		Remain Relevant		R1
*	Hospitality hiring network; partner w/ Poached	Remain Relevant	Can Justify	R1
*	Hire experts & evangelists	Remain Relevant	Can Do	R1
	Unbiased recommendation sheet for other tech vendors	Remain Relevant	Can Do	R1
*	Built in options - POS, scheduling, loyalty, social media, offers/coupons, inventory management, hiring, delivery (GC as an app store)	Remain Relevant	Can Justify	R1
*	Negotiated rates/discounts with cc processors, linen companies, hot schedules, inventory management, venga, POS, avero.	Remain Relevant	Can Justify	R1
*	Industry expert webinar series	Remain Relevant	Can Do	R1
	Personal gifting and notes to restaurant customers	Create the Echo of a Thousand Good Times	Can Do	R1
	Super soigne gifting program	Create the Echo of a Thousand Good Times	Can Do	R1
*	Empowering field team to do more customized gifting, drop-in to customers and prospects	Create the Echo of a Thousand Good Times	Can Do	R1
	Customers - hosted events: dinners, summits, conversations, hospitality lounges.	Create the Echo of a Thousand Good Times	Can Do	R1
*	OpenTable employee stage program with restaurants	Create the Echo of a Thousand Good Times	Can Do	R1
		Create the Echo of a Thousand Good Times		R1
	Employee support call sit-in	Create the Echo of a Thousand Good Times	Can Do	R1
*	Turn on points donation in markets after natural disasters/crisis	Create the Echo of a Thousand Good Times	Can Shift	R1
*	OpenTable employee service days	Create the Echo of a Thousand Good Times	Can Do	R1
*	Employee to employee spot bonus/recognition program Spot bonus WITH an OT-branded reloadable gift card	Create the Echo of a Thousand Good Times	Can Do	R1
*	Other department representation beyond sales at Chef's Table/Grand Cru	Create the Echo of a Thousand Good Times		R1
	OpenTable corporate housing	Create the Echo of a Thousand Good Times	Seemed Like a Good Idea at the Time	R1
	Celebrating restaurant milestones	Create the Echo of a Thousand Good Times	Can Do	R1
	Employee badges for restaurant visits/calls	Create the Echo of a Thousand Good Times		R1
	Reward restaurants' longevity on OpenTable	Create the Echo of a Thousand Good Times	Can Do	R1
	Reward OpenTable employees longevity	Create the Echo of a Thousand Good Times	Can Do	R1
*	Deploy OT employee to work NYE at all restaurants affected last year during 2016 NYE outage	Control the Damage Ahead of Time	Seemed Like a Good Idea at the Time	R1
	Generate a customer guarantee to restaurant customers	Control the Damage Ahead of Time	Can Do	R1
	Being proactive - admit to fault	Control the Damage Ahead of Time	Can Do	R1
*	Proactive communication to restaurants affected by NYE last year, direct line to support, beef up support team on NYE	Control the Damage Ahead of Time	Can Do	R1
*	May day live chat button 24/7 within GC	Control the Damage Ahead of Time	Can Justify	R1
*	Self-service billing and reminders in GC; ability to change cc info easily online	Control the Damage Ahead of Time	Can Justify	R1
	A triggered free POP campaign to solve for last minute cancellations	Control the Damage Ahead of Time	Can Justify	R1
	Combing sub 2 star reviews; give OT or restaurant oppty to make good	Control the Damage Ahead of Time		R1
	70% of our employee base is remote from SF. sending teams out to them, bring them to SF. Show commitment to these teams. What can we do for professional development?	Create the Echo of a Thousand Good Times	Can Justify	R3
	Christa and other big shots rotate visits to every office every two years.	Create the Echo of a Thousand Good Times	Can Do	R3
	Employee onboarding. Everybody cycles through a restaurant. How to work with and touch restaurants. How to envelop our employees into restaurant culture. Enable people to "live hospitality". On the other side, those from restaurant background can get the skills they need (i.e. Excel training). Offer follow-up training 6 months in, a couple of years in.	Create the Echo of a Thousand Good Times	Can Do	R3
*	Employee nominates and give treat to favorite restaurant.	Create the Echo of a Thousand Good Times	Can Do	R3
*	Enable giving back time and effort to the community. Bolt on to influencer events community outreach - nominated for by the invited restaurants. Spend our time at the restaurant's discretion. Work with the restaurant staff at this event.	Create the Echo of a Thousand Good Times	Can Shift	R3
	Run a one-night pop-up. At direction of local chef, but staffed front and back of house by OT employees.	Create the Echo of a Thousand Good Times	Seemed Like a Good Idea at the Time	R3
	Day in the life of all departments.	Create the Echo of a Thousand Good Times	Can Do	R3
	Modern-day OTC or OTA setup. GC down. How to better inform restaurants of what to do in case of drastic down time. SMS notification, in-app notification. Phone tree.	Control the Damage Ahead of Time	Can Shift	R3
*	Allow preemptive compensation before they contact us.	Control the Damage Ahead of Time	Can Justify	R3
*	Humanizing the release notes. When we build something new inform the customers who were specifically asking for it. Call out restaurants who asked for these items in the Product Marketing comms to restaurants.	Control the Damage Ahead of Time	Can Do	R3
*	Enable first-level employees to surprise and delight. Empower the team.	Control the Damage Ahead of Time	Can Shift	R3
	More empathy on lockouts. Both in timing, tone and delivery. Also How can we help them pay their bill (payment plans for seasonal sites) Partnership with square loans. more than just extending the payment, allowing them to do more business.	Control the Damage Ahead of Time	Can Do	R3
*	Preemptive call or contact when we know the may experience an issue.	Control the Damage Ahead of Time	Can Do	R3
	Different constituents - Host, Manager, Owner. Invoice, FOH, iPhone App, Phone call, visit, QBR, other lifecycle touches. GCA, Phone and e-mail support. e-mail Marketing. Login Screen. Onboarding process. E-mails, Blog -- Open for Biz. OpenTable Consumer experience. ISR outreach. Innovation summits. Conferences.	Focus on the Field of Awareness	Seemed Like a Good Idea at the Time	R3
	Pick a random restaurant and make them full. (buy dinner for people). Bring locals in potentially hard luck stories. Prevent the one more bad weekend. -- Enable extreme hospitality. OTT hospitality. Using the existing Visit Notes. OpenTable will pay for the cake. Regulars eat free for a year. Get with diners to describe their experience and re-enact it. Create apprenticeship levels for service jobs. Help immigrants getting into the restaurant industry. Prisoners/Hard Luck in the kitchen have value in workplace when they leave. Giving back to community - Folk whose jobs were hit by fires or disasters. Quest Love to show up at the restaurant, Steph Curry eats here. Connect people who may not otherwise connect. Service families. Bring random people together. Host a TV series. Oprah on 60 min. Valentine's Engagement Proposal. Pop-up restaurant in city after city. Proceeds to charity -- helping restaurant workers. Tie in with Netflix and Chef's Table. OpenTable MasterChef Test kitchen available. Easter Eggs in the product. Fill Restaurant after the fire. Lyft rides home for staff after shift. Take people out to dinner.Create neighborhood restaurants form homes. Pot-Luck for restaurants. Staff meals for folk. Women in the restaurant industry. Opening consultants. Regulars are Free Regulars are Free	Exaggerate the Experience	Seemed Like a Good Idea at the Time	R3
*	OpenTable Academy -- help open new restaurant. Ask An Expert. Provide legal, marketing etc. Photo Shoots and Venue Makeovers, Certificates.	Exaggerate the Experience	Can Justify	R3
*	Fill a struggling restaurant. With Locals, with OT folk, with anybody.	Exaggerate the Experience	Can Shift	R3
*	Enable extreme hospitality. OverTheTop hospitality. Using the existing Visit Notes. OpenTable will pay for the cake. Regulars eat free for a year. Get with diners to describe their experience and re-enact it. find out ahead of time, for example, if someone is proposing. then allow for ridiculous experience (fireworks, limos, music bands)	Exaggerate the Experience	Can Do	R3
	OpenTable Test kitchen - Celebrity and give back to community.	Exaggerate the Experience	Can Justify	R3
	Sustainable Seafood. - food waste programs. Awareness. Best thing a person can do to reduce impact of climate change is eliminate food waste.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	R3
	Acts of kindness and training for staff. Lyft rides, child care, Up-level certificate.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	R3
*	Help people get experience for specific jobs and level up on skill. Potentially great for immigrants. Big Starting point, huge employer.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	R3
	Reviving a small town by bringing back a few restaurants and jobs.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	R3
*	Make is easy and fast for an OpenTable employee to fix or resolve a restaurant issue when they visit.	Exaggerate the Experience	Can Do	R3
*	Surprise zeroing out of bill for restaurants affected by natural disasters.	Exaggerate the Experience	Can Justify	R3
	Regulars are free. And we introduce stealth regulars to the restaurants. Maybe trigger at five years. Surprise and connect the stories of the diners to the restaurants.	Exaggerate the Experience	Can Justify	R3
	Zero out our bills for restaurants hit by natural disasters. As a surprise. Allow to give points to affected restaurants.	Remain Relevant	Can Justify	R3
	Find emotional or deep issue with a restaurant. Bring up how a bigger issue is affecting them. Like minimum wage increase or tip sharing for example. We know what they are getting hit with, be the expert, offer help and follow up. Put info at employee fingertips so they can suggest the next thing while they are connected to us.	Remain Relevant	Seemed Like a Good Idea at the Time	R3
	Labor, immigration and tax problems hitting the industry. Understanding rent increases. -Share intel and info by geography to help inform decisions.	Remain Relevant	Can Shift	R3
	Attrition and recruiting. - Create database of FOH and BOH staff. Know when restaurants close and that their people need a place to go. Make available for all staff and restaurants. Profile of professionals on our network. Helping culinary schools and hospitality programs concentrate on FOH management. Crate job boards and database of people. B2B profile.	Remain Relevant	Can Justify	R3
*	Create networking events of influences and industry folk. i.e. Create network of women in the restaurant industry. Host and encourage local forums. Allow and facilitate this. Pay for travel and create connection opportunities.	Remain Relevant	Can Justify	R3
*	Micro loans for restaurant startups or those restaurants who need a push. Connect diners who have a bunch of cash. Facilitate and kickstart. Micro-lending matching. Partner with services who do this.	Remain Relevant	Can Justify	R3
	This is not a thing. Ignore. I did not know how to delete this.	Remain Relevant	Seemed Like a Good Idea at the Time	R3
	Tally of connections made and people touched at influence events shared with all employees. Also show we understand our customer's business. How can we also expand that connection to all employees. Work shifts at restaurants. Show how many years experience we have.	Create the Echo of a Thousand Good Times	Can Justify	R3
*	Enable an employee ambassador program. Train on how to handle different questions and the experience. If people want to be out there we should allow it.	Create the Echo of a Thousand Good Times	Can Do	R3
	Decode the wine-list. Integration with Vivino. I'm feeling lucky. Pick a GOOD bottle, not the second least expensive. Pair it with what you'll order; we see that you've ordered X DISH, you should order X WINE.	Focus on the Field of Awareness	Seemed Like a Good Idea at the Time	D2
	Help me nav the menu. How do I maximize the bang for buck here? I have no money, how can I push it?	Focus on the Field of Awareness	Seemed Like a Good Idea at the Time	D2
	Magic Menu: scarcity of menu items; trending tonight; chef recommends. "A burger was overcooked - want it for $5 off?"	Focus on the Field of Awareness	Seemed Like a Good Idea at the Time	D2
	Collaboration on where to go with friends; "Does everyone like this?"	Focus on the Field of Awareness	Can Shift	D2
	Planning for an occasion for people you don't know particularly well.	Focus on the Field of Awareness	Seemed Like a Good Idea at the Time	D2
	SUMMARY: Whittling down on a place to go; evaluating whether X or Y or Z is the right place for your occasion; what should I order? what should I recommend to others on my party? After deciding - sharing the details with your party; Pre-dining/Arrival - what to do before we get there or after (bar, desserts, etc);	Focus on the Field of Awareness		D2
	Secret Chef / Chef comes to house w/amuse bouche the previous evening.	Exaggerate the Experience	Can Justify	D2
	Randomly pay for people's meal that took our recommendation.	Exaggerate the Experience	Can Do	D2
	Restaurant crawl - first 10 parties - we'll pay for THIS DISH HERE; THAT DISH THERE; THOSE DISHES THERE	Exaggerate the Experience	Can Justify	D2
	Corporate / Social responsibility - restaurants donating all their food to serve to the homeless for one night.	Exaggerate the Experience	Can Do	D2
	Pay for part of your meal / Pay for the whole meal - leave behind at the bill.	Exaggerate the Experience	Can Do	D2
	Push notification during meal; enjoy your meal - wine / meal / app on us. Remind them we're a part of their meal.	Exaggerate the Experience	Can Justify	D2
	Oprah XMas special: for a particular night - everyone eating at a particular restaurant gets something.	Exaggerate the Experience	Can Justify	D2
	Find out where people want to go and we fly them there.	Exaggerate the Experience	Can Justify	D2
	Take chefs somewhere; take to the airport; communal table in a place where camaraderie / connection isn't so expected.	Exaggerate the Experience	Can Justify	D2
	Buyout a full restaurant. For folks looking for availability: "please join us for a special event".	Exaggerate the Experience	Can Justify	D2
	We know when it's your special occasion / anniversary - we buyout the whole restaurant.	Exaggerate the Experience	Can Justify	D2
	On a special occasion (anniversary, engagement, etc) - buyout a full restaurant - bring people/family to the restaurant.	Exaggerate the Experience	Can Justify	D2
	Dine around the world: Follow-the-sun dining. We pick up the check at 1 meal every turn, around the world.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	D2
	Connection: facebook party. 1 person kicks off a party, invites 1, and everyone else follows.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	D2
	"Dream Dinner" - who would you invite to your dream dinner? And we make it happen.	Exaggerate the Experience	Can Justify	D2
	Send the chef to show up at their home to ask why they didn't show up...	Exaggerate the Experience	Seemed Like a Good Idea at the Time	D2
	Date night on OpenTable - take parents out to shop, kids are babysat, we set them up at the highest end restaurant possible.	Exaggerate the Experience	Can Shift	D2
	College kids / Catering frat party. How do you do something extravagent for that demo. What about when it's test time?? Can we cater while studying is in session? Late night dining for college kids. Take college students... on a bus... to somewhere for 4th meal.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	D2
	Submit best ramen; hacked up recipe using cheapest ingredients. Winner gets to have it put on a menu / gets to meet with chef.	Exaggerate the Experience	Can Shift	D2
	Create a pop-up of a very popular brunch spot.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	D2
	"Rescue a restaurant". Took care of costs, remodel, analysis support, marketing support, etc. and turn it around. Be our product and put our experts in marketing, hospitality, analysis, etc.	Exaggerate the Experience	Can Justify	D2
	Push notification: geo-fence every gym... buy them a meal bc they've earned it.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	D2
	Everyone traveling from X to Y gets fed by opentable with the food from the very best chef in Rome. When in Rome, book your next meal on OpenTable.	Exaggerate the Experience	Can Justify	D2
	STAN's IDEA. Troll special notes: follow up when there is a proposal, big business deal, anniversary with an email to ask for photos. And each year, to commemorate, we send them a Gift Card.	Exaggerate the Experience	Can Shift	D2
	365 days of OpenTable... what's your dream meal/dream restaurant. Highlight couples/groups celebrating an occasion, paid for OT, each day.	Exaggerate the Experience	Can Do	D2
	Turning no-show / cancel into a positive. When someone can't make it for an unfortunate reason, we send the chef to them. We send them a gift card to 'make it up' in the future.	Exaggerate the Experience	Can Justify	D2
	Bring families together - who wish they could be together / cannot because of circumstances (military, business travel, not enough money, etc.) together. Pay for travel, meals, etc. "I need to make a reunion with this group; logistics tough to plan, etc."	Exaggerate the Experience	Can Justify	D2
	Mother's day - bring family together when someone is deployed (mom, child, husband).	Exaggerate the Experience	Can Justify	D2
	Connection: The table is just the start. Channeling our inner Ellen, we want to connect those that can't otherwise be together. Mother's Day, Valentine's Day.	Exaggerate the Experience	Can Justify	D2
	Connection: The table is just the start: poll our diners for their dream dinner guest list, and then make it happen.	Exaggerate the Experience	Can Justify	D2
	"The Yes Mobile": A way to reinforce our central role in celebration/special occasions: troll social media for engagements around a point of interest and create a popup experience for them.	Exaggerate the Experience	Can Justify	D2
	Global travel: For everyone traveling from X to Y (NY to Rome) we have a legendary chef prepare a quintessential Italian dish brought to you by OT. Provide each traveler with a list of recommended restaurants for any/all groups/occasions.	Exaggerate the Experience	Can Justify	D2
	Restaurant Crawl \| bus from hotspot to hotspot, top 10 dishes in a city (dine like a local), 10 amazing restaurants / 10 amazing dishes, themed crawls (meat-lovers crawl, vacation crawl, etc)	Exaggerate the Experience	Can Shift	D2
	Employee ambassador program/Citizen jounalist: Every OpenTable employee is incentivized to use our product and contribute to our ecosystem. Every employee is compped $X each year or X reservations a year IF... they contribute to the experience. A)review restaurant B)submit photos C)review your experience w/OT, provide feedback on how well profiles represent the experience and figure out how to tailor - pipe that feedback to relevant folks (perhaps through EMPLOYEE MODE site app) . Eventually, extend invitation to this to broader audience of OpenTable users. Have to start internally; get people passionate about OpenTable's products; We need internal folks to advocate first... then open to our users., Create diner feedback platform..., Invite OpenTable diners that are evangelists into our platform Have to start internally; get people passionate about OpenTable's products; We need internal folks to advocate first... then open to our users., Create diner feedback platform..., Invite OpenTable diners that are evangelists into our platform Have to start internally; get people passionate about OpenTable's products; We need internal folks to advocate first... then open to our users., Create diner feedback platform..., Invite OpenTable diners that are evangelists into our platform	Exaggerate the Experience		D2
	Encourage a community dialog (diner to diner)	Remain Relevant	Can Justify	D2
	Restaurants open as foodbanks during catastrophe	Remain Relevant	Can Shift	D2
	OpenTable to pay for meals in troubled areas (Harvey, Wildfires). Disaster relief is a must... ongoing relief and recovery is particularly important. Certificates to be used in an ongoing way.	Remain Relevant	Can Justify	D2
	Bringing our diners into No Kid Hungry a bit more / Convert points to any charity.	Remain Relevant	Can Justify	D2
	Busy, stressed, overwhelmed, overworked... stretched for $ (cash poor, plenty of money on paper)... hands are full, managing kids, managing family... low on energy........ HOW DO WE HELP:	Remain Relevant		D2
	We want people to come a dine - there are real world challenges (kids) - how do we eliminate that challenge? Teach kids to cook, onsite, bring kids to dinner.	Remain Relevant	Seemed Like a Good Idea at the Time	D2
	Community: get people to feel more a part of their local community	Remain Relevant		D2
	Escape: how do we help people escape?	Remain Relevant		D2
*	Let GC guide your conversation with guests. We can cue a host, server, chef, etc. with information about a user's location - paired with a news reel - allowing a restaurant employee to have a more personally relevant conversation. They can be sympathetic when needed, they can be topical (sports, events, etc) in a natural way.	Remain Relevant	Can Justify	D2
*	Better understand the motivation of a meal. Why is a diner looking forward to this meal, what is the occasion, what are you excited or nervous about? Ensure the restaurant is aware of this to ensure a personalized reception. ....OpenTable could also step in to selectively or randomly comp a meal....	Remain Relevant	Can Shift	D2
*	We create an OpenTable certification; we create an award system to recognize RESTAURANT EMPLOYEES that go above and beyond on behalf of a diner. Recognize RESTAURANTS that go above and beyond on behalf of a diner. OpenTable is the one that enables great hospitality - the restaurants execute.	Remain Relevant	Can Justify	D2
	OpenTable CERTIFIED kid-friendly & high quality	Remain Relevant	Can Justify	D2
	Trigger words in 'reasons for cancel' text field. That should go into a queue for triage/outreach.	Remain Relevant	Can Justify	D2
	Restaurant meetups w/Diner VIPs. Panel of restaurant owners & diners.	Remain Relevant	Can Do	D2
	Meet up between restauranteurs, diners and tablemates	Create the Echo of a Thousand Good Times	Can Do	D2
	Positive stories about: Christa's restaurant visits or customer care's above and beyond stories	Create the Echo of a Thousand Good Times	Can Shift	D2
*	Book: Top 1000 customers/diners get a special gift from OT of memory book of special occasions: Diners of OpenTable (coffee table book) gift, ad campaign,	Create the Echo of a Thousand Good Times	Can Shift	D2
	Diners' year in review of your dining experiences over the year	Create the Echo of a Thousand Good Times	Can Do	D2
	A story around the 20 years of opentable - diners and restaurants from the beginning. kids born with OT was born.	Create the Echo of a Thousand Good Times	Can Shift	D2
	20 years of connections ad campaign	Create the Echo of a Thousand Good Times	Can Justify	D2
	time-hop of reviews and reservations made (sync to linkedin and facebook so you can tie dining to your social network)	Create the Echo of a Thousand Good Times	Can Shift	D2
	Push notification -- reminder of an important meal (anniversary dinner)	Create the Echo of a Thousand Good Times	Can Shift	D2
	Get "paid" / reimbursed for using our product and contributing to our eco-system	Create the Echo of a Thousand Good Times	Can Shift	D2
	Volunteer day for employees and to tell the story around this	Create the Echo of a Thousand Good Times	Can Shift	D2
*	Pop up restaurant ran by OT employees, profits go to non-profit -- so we actually know how a restaurant is ran and the employees can eat at the restaurant. (mtg place for the three groups to come together)	Create the Echo of a Thousand Good Times	Can Justify	D2
	Celebrity chefs to come to a professional kitchen here to cook for our employees	Create the Echo of a Thousand Good Times	Can Justify	D2
	Community classes on how to run a restaurant, how to be a great hostess, how to cook, etc...	Create the Echo of a Thousand Good Times	Can Do	D2
*	Coding classes held at OT	Create the Echo of a Thousand Good Times	Can Do	D2
	Class for REM (rockstar evil marketers) ;-P	Create the Echo of a Thousand Good Times	Can Do	D2
	Mentoring program for the community / at-risk youths	Create the Echo of a Thousand Good Times	Can Do	D2
	OpenTable sponsored restaurants for at-risk youth	Create the Echo of a Thousand Good Times	Can Justify	D2
	OpenTable insiders picks. Blockbuster-style employee picks.	Create the Echo of a Thousand Good Times	Can Shift	D2
	The Bat Signal: A person calls or shows up at your home when you can't make a reservation (A good time guaranteed)	Control the Damage Ahead of Time	Can Justify	D2
	Using social media as a channel for signals of issues and reach out immediately.	Control the Damage Ahead of Time	Can Shift	D2
	Bad experience at a restaurant and they complain -- can OT fix this solution for them? (give the feedback to the restaurant to make whole, etc)	Control the Damage Ahead of Time	Can Justify	D2
	If a diner goes to a restaurant and the restaurant doesn't have the reso, can we have a dining concierge for them to contact to fix the situation? (Concierge can offer restaurant $ for an extra seat, get another reso nearby really quick, send a car, comp a glass of wine/meal)	Control the Damage Ahead of Time	Can Justify	D2
	Bad review left - we comp their meal	Control the Damage Ahead of Time	Can Justify	D2
	Bad review trigger to OT	Control the Damage Ahead of Time	Can Shift	D2
	Troll competitor reviews that are 1 star reviews and make good for them from OT. Tell the restaurants that we saved the diners for them.	Control the Damage Ahead of Time	Can Shift	D2
	for winbacks, product failures, we fill the restaurant with OT employees to make it whole	Control the Damage Ahead of Time	Can Shift	D2
	Arrival: pre-dinging mode; coordinating the party for arrival and setting expectations with party and restaurants. Stressful if not on time, stressful if you're going to be lingering in the waiting area (diner gets alerted to the whereabouts of others in the party / that is shared with restaurants).	Focus on the Field of Awareness	Can Shift	D2
	The bill: during any meal, it's the only part of the process that isn't enjoyable, inherently is waiting/paying the bill.	Focus on the Field of Awareness	Seemed Like a Good Idea at the Time	D2
	Having to tell the server what I like, dislike or detest - I hate [XYZ] (DenisMayo) - I want to pass this information to the restaurant so that I can focus only on their recommendations / cut down on the back and forth.	Focus on the Field of Awareness	Can Shift	D2
	Marie: automated social proof. "your friends dined here"	Focus on the Field of Awareness	Can Do	D2
	Denis: trending dish. What do I need to order when I get to this restaurant? What would fit my taste profile? How does this take into account the things I love and hate?	Focus on the Field of Awareness	Can Justify	D2
	Understand if the restaurant meets the occassion	Focus on the Field of Awareness	Seemed Like a Good Idea at the Time	D1
	Under	Focus on the Field of Awareness	Seemed Like a Good Idea at the Time	D1
	Understand if the restaurant fits their needs	Focus on the Field of Awareness	Can Do	D1
	Remind them of past great experiences or poor experiences	Focus on the Field of Awareness	Can Shift	D1
	Recommendations and reviews that were spot on and helpful	Focus on the Field of Awareness	Can Shift	D1
	Social reviews - people they know and trust	Focus on the Field of Awareness	Can Shift	D1
	Special experience in the restaurant b/c they used OT	Focus on the Field of Awareness	Can Justify	D1
	Fast, easy and reliable booking	Focus on the Field of Awareness	Can Do	D1
	Coordinating and planning others	Focus on the Field of Awareness	Can Do	D1
	End to end better experience	Focus on the Field of Awareness	Seemed Like a Good Idea at the Time	D1
	Having whole dining life in one place	Focus on the Field of Awareness	Can Shift	D1
	Get rewarded for using the service	Focus on the Field of Awareness	Can Do	D1
	Acknowledge my milestones and important days	Focus on the Field of Awareness	Can Shift	D1
	Making them feel comfortable with the journey to the table	Focus on the Field of Awareness	Seemed Like a Good Idea at the Time	D1
	Having an open communication channel with the restaurant	Focus on the Field of Awareness	Can Do	D1
	Insight into the restaurant experience and reason for being	Focus on the Field of Awareness	Can Shift	D1
	Understanding of the restaurant neighborhood and local culture	Focus on the Field of Awareness	Can Shift	D1
	Directly connecting restaurant and diner in advance of the meal	Focus on the Field of Awareness	Can Do	D1
	What the restaurant is known for - dishes, features, atmosphere	Focus on the Field of Awareness	Can Do	D1
	What are the cultural norms and rules around dining in the area?	Focus on the Field of Awareness	Can Shift	D1
	How I can get a table at the hottest places?	Focus on the Field of Awareness	Can Shift	D1
*	Any table you want on your birthday Could be a perk for all OT employees - OT buys dinner and gets you into the restaurant of choice.	Exaggerate the Experience	Can Justify	D1
	OpenTable randomly buys you dinner.	Exaggerate the Experience	Can Shift	D1
	Free dinner for the full restaurant one night.	Exaggerate the Experience	Can Justify	D1
*	Go out to an italian restaurant and you get a free trip to Italy with the chef...	Exaggerate the Experience	Can Shift	D1
	We make your last supper meal happen. (not actually your last supper, though)	Exaggerate the Experience	Seemed Like a Good Idea at the Time	D1
	Free meals after a disaster - we fund it at restaurants to serve free meals.	Exaggerate the Experience	Can Justify	D1
	Thanksgiving dinner is on OpenTable. Or we give out dinners for Thanksgiving.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	D1
	Fly people to have dinner with their mom for mother's day that otherwise cannot be. Same thing for military folks in service.	Exaggerate the Experience	Can Shift	D1
	What if we did dinner for restaurant staff the day after a big holiday.	Exaggerate the Experience	Can Justify	D1
	Restaurant workers day - OT buys you dinner.	Exaggerate the Experience	Can Justify	D1
	Bring great chefs to hospitals. Bring great chefs to a long flight from OpenTable.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	D1
*	Bring great food to people waiting in line at the DMV.	Exaggerate the Experience	Can Shift	D1
*	You can add someone to your reservation that is a celebrity.	Exaggerate the Experience	Can Justify	D1
	OpenTable's reservation recommendation telephone line with celebrity chef recommending restaurants.	Exaggerate the Experience	Can Justify	D1
	Every millionth diner gets something amazing - year free, trip, etc.	Exaggerate the Experience	Can Do	D1
	Diners can work in a famous restaurant kitchen one night? Or cooking classes with the chef.	Exaggerate the Experience	Can Justify	D1
	We give you the ability to actually have dinner with anyone that is Living or dead (okay just living).	Exaggerate the Experience	Can Justify	D1
	"This is your life" at a restaurant.	Exaggerate the Experience	Can Justify	D1
	"Fake diners" do a song and dance for your engagement dinner.	Exaggerate the Experience	Can Justify	D1
	Military night - OT Buys you a beer or champagne.	Exaggerate the Experience	Can Justify	D1
	Bkk\	Exaggerate the Experience	Seemed Like a Good Idea at the Time	D1
	Bkk\	Exaggerate the Experience	Seemed Like a Good Idea at the Time	D1
	Book anything (ice cream, experience, etc.)	Exaggerate the Experience	Seemed Like a Good Idea at the Time	D1
*	OpenTable follows up with the guest notes afterwards to see how it went (wedding proposal, anniversary, birthday) with customized email or phone call.	Exaggerate the Experience	Can Shift	D1
*	Free anniversary dinner at that restaurant if you get engaged there paid for by OT.	Exaggerate the Experience	Can Justify	D1
	OT doubles down when you are celebrating something (beating cancer, new job, birthday, new baby, divorce)	Exaggerate the Experience	Seemed Like a Good Idea at the Time	D1
*	Get out of jail free card - OT concierge that "makes something amazing happen quickly"	Exaggerate the Experience	Can Justify	D1
	What was your favorite meal? We will recreate it.	Exaggerate the Experience	Can Justify	D1
	OpenTable mulligan - it didnt go as planned the first time, we can help you do it again better this time. Could be a customer service thing too. When someone has a bad experience through OT (even if its the restaurants fault), OT helps you do it again and ensures its great.	Exaggerate the Experience	Can Justify	D1
	Pay it forward...you reserve at OpenTable. When you get home, we give you the ability to choose someone have dinner on OT.	Exaggerate the Experience		D1
	Pay it forward - you can buy the next person at the table a drink.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	D1
	Kids school lunches - OpenTable takes famous chefs to improve the food at schools.	Exaggerate the Experience	Can Justify	D1
	Diners get a chance to compete to open their own restaurant that OT funds.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	D1
	Most frequent diners in SF from OT are presented with free dinner by OT employees one Saturday night.	Exaggerate the Experience	Can Do	D1
	Throw a massive dinner party for OT diners with most reservations (at a famous place)	Exaggerate the Experience	Can Justify	D1
*	Admin assistant day - we pay for your admin to out. Same for concierges, others to celebrate (military, moms, etc.) Same for concierges, others to celebrate (military, moms, etc.)	Exaggerate the Experience	Can Justify	D1
	Concierges dine for free one night on OT. Create concierge day as a holiday.	Exaggerate the Experience	Can Justify	D1
	OT popup that rotates through immigrant cuisines run by recent immigrants.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	D1
	After house fire - OT buys you dinner for X weeks to get back on your feet.	Exaggerate the Experience	Can Justify	D1
	OT restaurant incubator - restaurant that we enabled folks to get their start in.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	D1
	Chef Swap - Fine dining and casual dining chefs are swapped to give folks a taste of new cuisines.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	D1
*	OT food trucks that land in disaster areas.	Exaggerate the Experience	Can Justify	D1
	OT White party - national picnic.	Exaggerate the Experience	Can Justify	D1
	OpenTable say "Thank You" to restaurants by waiving all cover fees on Thanksgiving dinner.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	D1
	OpenTable "amuse bouche" - first X diners each month are free. Edited to first X diners ever on OpenTable. Or a small amount every year?	Exaggerate the Experience		D1
	Find diners who have been trying to use OpenTable to get into a restaurant but its never available...and get them reservations and buy them dinner.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	D1
	Find diners who have been trying to use OpenTable to get into a restaurant but its never available...and get them reservations and buy them dinner.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	D1
	Giving our employees an employee support line to share stuff that is not working for restaurants and diners and there is a commitment to fix things and make things right.	Exaggerate the Experience	Can Do	D1
	OpenTable employees are required to work in a restaurant when they start at OT to build empathy and understand the diners and customers.	Exaggerate the Experience	Can Do	D1
	OT doesnt charge restaurants for their reservations. And we get premium access to the restaurants. The restaurant can put X diners on their own VIP list and we dont charge them for those diners and they see premium availability as well. And OT most valuable diners. Get access to premium availability.	Exaggerate the Experience	Can Justify	D1
*	OT disaster response - trucks, feeding diners.	Remain Relevant	Can Justify	D1
	How do we become the spot for information during a disaster - which restaurants are open. Where people can get food and supplies to feed their families. Jobs that restaurants need help with, etc. Get restaurants a "we are okay/not okay" button in owner app/GuestCenter	Remain Relevant	Can Shift	D1
	How do we celebrate with diners for important milestones - birthdays, beating cancer, new job, etc.	Remain Relevant		D1
	OpenTable as a mouthpeice for how diners can help during a crisis. We tried with Raise the Glass"	Remain Relevant	Can Shift	D1
*	Could OpenTable launch crowdfunding platform for restaurants to raise money quickly (if they are in need) and provide value back in meals later. Could be to help with openings as well.	Remain Relevant	Can Justify	D1
	When someone books a lot and then stops booking something has happened in their life. How do we be relevant here? They had a baby, they lost their job, they moved, they are sick, etc. Seems like a high leverage point for us to be able to be important to them besides just "dine out again or we miss you".	Remain Relevant	Seemed Like a Good Idea at the Time	D1
*	For people with kids, if we know how old their kids are, we can provide them with advice and information that we don't give today. Tips, lists, ideas, etc. Partnership with Care.com. Content that makes dining out with kids easier. Or how to dine out more when you have kids. List of ways to make dining with a 5 year old easier. OT to send out a branded kit to restaurants to give toys and games to kids.	Remain Relevant	Can Shift	D1
	Content around what else to do than give your kid a phone or ipad at the restaurant table. #dineresponsibly campaign. Also advice to restaurants for what to do here and if they participate, we put them on a special kid-friendly list.	Remain Relevant	Can Shift	D1
	What does our app do when you are in "dining mode"? How do we encourage you to put your phone away and/or understand what is going on (wine list, menu terms/glossary, tipping advice, review snippets, dish recommendations)	Remain Relevant	Can Do	D1
	The OpenTable "hero" desk - ability for us to have a concierge desk that "Saves the day" when something happened - you need a table, you are stuck somewhere, you need an extra hand, etc.	Remain Relevant	Can Justify	D1
*	When folks cancel, it is an important touchpoint to gather info on diners lives and how we can help. What can we do to take advantage of this? For super popular restaurants, when someone cancels, it might be really hard to get another booking. Could we prioritize these folks to make it easier if they changed their plans due to something unavoidable? Alerts to give them priority on available tables?	Remain Relevant	Can Justify	D1
	How do you turn someone around that we just found out got injured, lost a family member (mom's day response, etc.) can we send food to them? Caviar partnership.	Remain Relevant	Can Justify	D1
*	How does opentable use dining as a conduit for change. Get opposite sides of an issue around the table and publish ways to find common ground and move forward together.	Remain Relevant	Can Justify	D1
*	Enable restaurants to showcase the community give back and charities they participate in on their restaurant profile page. and donate to their points or more to these charities.	Create the Echo of a Thousand Good Times	Can Shift	D1
	Company matching of employee gifts, enable employees to give back to the communities they are in during business hours.	Create the Echo of a Thousand Good Times	Can Justify	D1
	Enable restaurants to be merchandised better as "environmentally friendly" or "sustainable food"	Create the Echo of a Thousand Good Times	Can Shift	D1
*	Enable diners to donate their points (and possibly even more) for every reservation and ensure we merchandise it to diners and restaurants the impact. Flag in OT software that this diner has donated their points or given a donation. Maybe the diners get better service by the restaurant.	Create the Echo of a Thousand Good Times	Can Justify	D1
	Round-up program with a match from OT at as many restaurants as possible. This is the ability to round up your bill to donate the change.	Create the Echo of a Thousand Good Times	Can Justify	D1
	OpenTable to create a fund for restaurant workers to help them through hard times (disability, family situation).	Create the Echo of a Thousand Good Times	Can Justify	D1
	Enable diners to contribute from the restaurant profile page directly to the charities that the restaurant cares about in their community. Restaurants dont feel badly about people coming to the OT page for their restaurant vs. directly to the restaurant website.	Create the Echo of a Thousand Good Times	Can Shift	D1
	Enable diners to volunteer for helping restaurants in their community via OT (e.g., an accountant that uses OT can help a restaurant learn how to keep their books).	Create the Echo of a Thousand Good Times	Can Justify	D1
*	Enabling OT employees to have branded personalities on the OT experience - favorite lists (ala Blockbuster employee) And send out in emails to diners!	Create the Echo of a Thousand Good Times	Can Shift	D1
	Email to diners with an employee list of top picks - get to know the employee and what he/she loves about eating locally	Create the Echo of a Thousand Good Times	Can Shift	D1
	Showing diners the impact we have on the restaurant industry - revenue generated, tips generated, seated diners	Create the Echo of a Thousand Good Times	Can Shift	D1
	OpenTable to pay for the healthcare bill for all restaurant employees for a week to show we care about the folks who work there.	Create the Echo of a Thousand Good Times	Seemed Like a Good Idea at the Time	D1
*	OpenTable scholarship for restaurant employees - help pay for training and education.	Create the Echo of a Thousand Good Times	Can Justify	D1
	Brand campaign that shows that we understand the importance of what happens around the restaurant table for consumers. All the moments that happen in the restaurant.	Create the Echo of a Thousand Good Times	Can Justify	D1
*	How do we share the magical stories diners tell us about the experience at the restaurant with the diners. We should include these review snippets with their bill or with their reports. This should read "how can we tell restaurants" not the diners.	Create the Echo of a Thousand Good Times	Can Shift	D1
	Add life events to the diner profile. Married. Had a kid. Where did you get engaged? What restaurant was your first date at? Ask people why they added a restaurant to their favorites.	Create the Echo of a Thousand Good Times	Can Shift	D1
*	Enable diners to create a shareable map of dining occasions with context to what happened at the important ones (got engaged, first date, kid threw up on you, slapped by girlfriend, etc.).	Create the Echo of a Thousand Good Times	Can Shift	D1
*	Show diners the cumulative number of minutes that online waitlist saved them from actually waiting in line.	Create the Echo of a Thousand Good Times	Can Shift	D1
	Task rabbit style product that will wait in line for you at the restaurant.	Create the Echo of a Thousand Good Times	Seemed Like a Good Idea at the Time	D1
	Intercept diners heading into the food store and do their shopping for them while we send them to eat and relax. Recognizing the pace of their busy life.	Create the Echo of a Thousand Good Times	Seemed Like a Good Idea at the Time	D1
*	OpenTable mulligan - help desk to make things right RIGHT now.	Control the Damage Ahead of Time	Can Justify	D1
*	When you give a 2 or 1 star review, we give you a list of 5-star rated restaurants of other diners that also hated that restaurant	Control the Damage Ahead of Time	Can Shift	D1
*	Near me now list in the app when a diner shows up and the restaurant is closed or doesn't have their reservation and cant accommodate them.	Control the Damage Ahead of Time	Can Do	D1
	If someone searches for a restaurant on OT and then calls and books (and we can see they dined on that date as a phone reservation), we should be able to know that OT didn't work for them. What if we gave them points as a "sorry we didn't work for you, try again next time".	Control the Damage Ahead of Time	Seemed Like a Good Idea at the Time	D1
	If someone searches for a reservation unsuccessfully at a restaurant 5 or more times, we grab a future date/time and hold it for them and offer to them.	Control the Damage Ahead of Time	Can Shift	D1
	OpenTable platinum (points or pay to play) to give you an early jump on a % of reservations. (like early access for a fan club)	Control the Damage Ahead of Time	Can Justify	D1
	False "no-shows" - they respond to the email that they actually did show up. What if we create a fun "ooops, of course you did" video message featuring Christa apologizing?	Control the Damage Ahead of Time	Can Shift	D1
*	Everytime we falsely accusing someone of no showing a reservation, we donate $1 (5 meals) to no kid hungry and we create a quick video.	Control the Damage Ahead of Time	Can Justify	D1
*	"Never show me this restaurant again" button - when someone has a bad experience at a restaurant, we can suppress the restaurant from every showing up in their logged in search results.	Control the Damage Ahead of Time	Can Shift	D1
	Enabling video reviews for diners to use when making their decisions.	Control the Damage Ahead of Time	Can Justify	D1
*	Security guards in every store	Exaggerate the Experience		938-13
	Visual stories about employees' real lives displayed in the stores.	Exaggerate the Experience	Can Do	938-13
	Make a huge cake with icing And cookies	Exaggerate the Experience	Can Justify	12176-1
	Anotehr one adding this	Exaggerate the Experience	Can Shift	12176-1
	This is relevant yes it is	Remain Relevant	Can Justify	12176-1
	This is relevant yes it is	Remain Relevant	Can Shift	12176-1
*	Doable and affordable Adding this	Create the Echo of a Thousand Good Times	Seemed Like a Good Idea at the Time	12176-1
	Another one This is the other	Create the Echo of a Thousand Good Times	Can Do	12176-1
	Testing control	Control the Damage Ahead of Time	Seemed Like a Good Idea at the Time	12176-1
	Another control control freak	Control the Damage Ahead of Time	Can Justify	12176-1
*	Hidden HeroOh's	Create the Echo of a Thousand Good Times	Can Shift	1912-3
	Twinning/Buddy program - Employees to Clients matching	Create the Echo of a Thousand Good Times	Seemed Like a Good Idea at the Time	1912-3
	Community notice board	Create the Echo of a Thousand Good Times	Can Do	1912-3
	Tier, define and formulise for actioning ermergency	Control the Damage Ahead of Time	Can Shift	1912-3
*	Exaggerated make-good - eg., concession content fix. Gold standard content free for a year	Control the Damage Ahead of Time	Can Justify	1912-3
	Hidden HeroOh! - uh-ooh on steriods; live tracking for the fix; follow-up in a unique way	Control the Damage Ahead of Time	Can Justify	1912-3
	Main event style, massive world stage speakers at a TedX (TedoOh!) style event (Hillary, Barrack, Kim Jong Il, etc), every quarter. innovation, inspiration, etc	Exaggerate the Experience	Can Justify	1912-12
	Relevance to Industry: CEO of award winning airline to clients with airline clients (as part of our TedX style event)	Remain Relevant	Seemed Like a Good Idea at the Time	1912-12
	Relevance to Lives: deeply capturing every element of someone's life (eg coffee drinker, likes RomCom, etc) and tapping into the moment wher least expected to be engaged with	Remain Relevant	Can Do	1912-12
	Relevance to Industry: facilitating business forums that engage ad clients (FMCG eg) with commercial clients (eg shopping centres). oOh being the conduit between industries groups to get together, discuss challenges, address issues.	Remain Relevant	Can Shift	1912-12
	Relevance to Industry: supporting business start-ups with marketing and media support (maybe for equity? but more about being relevant to client and the industry their in).	Remain Relevant	Can Justify	1912-12
	Relevance to Lives/Industry: connecting agencies / clients /individuals to our commercial tertiary ed clients, and creating an opportunity for clients/agencies to up-skill in areas that benefit themselves, their agency, and their clients.	Remain Relevant	Can Shift	1912-12
*	Relevance to Position: bringing clients to the main stage of the TedX-style event, positioning them as the expert in the space, reinforcing their relevance in their role and elevating their position in the industry	Remain Relevant	Can Shift	1912-12
	EMPLOYEE: being imaginative on the rewards (outside of salary) to drive the right behaviours (eg build the sales pipe to X by this date, and receive a dinner for you and your friend / partner, etc).	Create the Echo of a Thousand Good Times	Can Do	1912-12
	CLIENT: 'Late Night Zone' in the oOh Office. anyone still working late at night (at ooh or agency or client) is welcome at our office after 7pm... food, drinks, shared resources.... a hub for those that are working late, forging their career, and who truly give a shit. ...even sleep pods for those working uber-late ...mood board of those who have participated as part of this 'late night community' ...and an uber style service to get everyone home	Create the Echo of a Thousand Good Times	Can Shift	1912-12
	COMMUNITIES: facilitating not for profit forums to share ideas, challenges, resources, etc,	Create the Echo of a Thousand Good Times	Can Shift	1912-12
	COMMUNITIES: harvest talent from uni's to be auto-placed into agencies, in marketing roles with clients or concession partners, or strat/sales roles within media owners. build in a platform "seek of students'	Create the Echo of a Thousand Good Times	Can Shift	1912-12
*	Campaign didn't go up, PR stunt amplification missed, time targeted activity running over time, site power down for days when the visiting global VP market is in town!, etc. HIT THE RED BUTTON... ie open up the communication lines and deal with it openly and honestly. THE RED BUTTON IS... a. establish what went wrong, how it went wrong, what's been done to get it back on track. b. confirmation on the implementation of the compensation c. surprise and delight to show how much we truly give a shit (hand written letter from the CEO, call from the CEO, tap into what t he campaign was all about and sort it. for example... Samsung campaign fucked up, so we go and buy 2000 Samsung phones and offer and additional campaign). ...its a framework that needs to be established with a central point to quarter back the process (Tracey???) ...the the final point of the framework is the key to the success. ensuring that we are over and above the compensation to ensure they still get the outcome they required (be creative, create the legend)	Control the Damage Ahead of Time	Can Shift	1912-12
*	re-roofting a cyclone hit town school with billboard skins	Exaggerate the Experience	Can Shift	1912-12
	being briefed and thanking for the opportunity (surprise and delight)	Exaggerate the Experience	Can Do	1912-12
*	knowing all bday's of our clients and sending gifts (out of the blue, tailored to their interests)	Exaggerate the Experience	Can Do	1912-12
	90 sec show reel of all that went into a proposal (brainstorms, passion, the ideas, etc)	Exaggerate the Experience	Can Shift	1912-12
	personalising the clients route to work, engaging them with our screens on the first day with 'thank you messages'	Exaggerate the Experience	Can Do	1912-12
	matching $$s spent with us on campaigns with $$s allocated to not for profits	Exaggerate the Experience	Can Shift	1912-12
	in regions where our boards/sites dominate, give something back to that community (parks, pools, community centres, etc) 'can shift' as it helps drive an internal oOh communty focussed spirit	Exaggerate the Experience	Can Shift	1912-12
	agencies who are working late (eg pitch time), shipping in pizza's, etc (surprise and delight)	Exaggerate the Experience	Can Do	1912-12
*	a quarterly 'Dream Program'. making dreams come true... a client fam in needs, a team in need of a break/holiday, etc anything!!	Exaggerate the Experience	Can Do	1912-12
	CBD site tours that a completed with an abseil down the side of a CBD tower.	Exaggerate the Experience	Can Do	1912-12
	Lear Jet and/or helicopter site tours	Exaggerate the Experience	Can Do	1912-12
	Giveaway a private jet experience, Syd to Melb, at Xmas time for shopping, $5000 in cashto spend	Exaggerate the Experience	Seemed Like a Good Idea at the Time	1912-12
	Scholarship panel.... those who don't have the means receive the opportunity to receive the education they need (schoOhl!)	Exaggerate the Experience	Can Justify	1912-12
	send Neil Perry to an agency to cook dinner during pitch time ...not necessarily Neil Perry... could be a pizza!, but something where the sentiment smells like this	Exaggerate the Experience	Can Do	1912-12
	send the poms home for Xmas and shut the gates (...no idea is a bad idea, right!)	Exaggerate the Experience	Seemed Like a Good Idea at the Time	1912-12
	hug all poms as they arrive back to Australia after new years	Exaggerate the Experience	Seemed Like a Good Idea at the Time	1912-12
	cheeky upgrades (eg lounge passes to clients who are travelling, Eco to Business Class, etc)	Exaggerate the Experience	Can Do	1912-12
	when shit goes wrong with clients (eg Optus WC) we offer Optus a free campaign	Exaggerate the Experience	Can Shift	1912-12
	TOPIC: How do we induct a new agency person into the media world and educate them on OOH and oOh!. Could re create all of our different product environment in one spot The oOh! Membership or loyalty program	Exaggerate the Experience	Seemed Like a Good Idea at the Time	1912-10
	Random acts of Kindness	Exaggerate the Experience	Can Do	1912-10
	Coffee Run in Branded Coffee Van.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	1912-10
	Gym memberships for our agency	Exaggerate the Experience	Can Do	1912-10
	The oOh! Academy Re create the different environments	Exaggerate the Experience	Can Justify	1912-10
	Help people with their Charitable endeavours or aspirations.	Exaggerate the Experience	Can Do	1912-10
	Find or Provide Time Saving Tools for our clients: Like creative check tools, or others	Exaggerate the Experience	Seemed Like a Good Idea at the Time	1912-10
	Flights home for Xmas or relevant BIG events	Exaggerate the Experience	Seemed Like a Good Idea at the Time	1912-10
	The oOh! Taxi service for late night works in agency	Exaggerate the Experience	Can Justify	1912-10
	Personalised: induction, items, website access	Exaggerate the Experience	Can Justify	1912-10
	iPads for site runs	Exaggerate the Experience	Can Do	1912-10
*	The oOh! Loyalty program: could be points or oOh! Dollars	Exaggerate the Experience	Seemed Like a Good Idea at the Time	1912-10
*	The oOh! Taxi or oOhber service for agency partners	Exaggerate the Experience	Can Justify	1912-10
		Exaggerate the Experience		1912-10
*	We want to create the oOh! Tasker: we do the stuff you cant or dont have time to do it	Exaggerate the Experience	Can Justify	1912-10
	The oOh! Caravan / Winnebago that anyone can take for Free for a road Trip	Exaggerate the Experience	Seemed Like a Good Idea at the Time	1912-10
	Using Technogy to create surveys to gauge client or partner sentiment. OR how do we just ask them what they need how do they feel.	Remain Relevant	Seemed Like a Good Idea at the Time	1912-10
	Women in Media: Mentoring, safety, Family life, career, Maternity leave.	Remain Relevant	Can Justify	1912-10
	A help line for employees or Agency partners.	Remain Relevant	Seemed Like a Good Idea at the Time	1912-10
	Making sure we are asking the right questions at the right Time. Do we need training ?	Remain Relevant	Can Justify	1912-10
	To Prove our relevance we must Listen and to ensure oOh! Response is appropriate	Remain Relevant	Can Do	1912-10
	Media Junkee: A media website NON oOh branded for ALL the media community.	Remain Relevant	Seemed Like a Good Idea at the Time	1912-10
	The oOh! Charity: create our own charity that supports others	Remain Relevant	Can Justify	1912-10
	Let them know all things we are doing in the community. What we are spending and giving it out. How do we use our inventory to tell that community what we are doing.	Create the Echo of a Thousand Good Times	Can Shift	1912-10
	Using our medium to reinforce messages about Saftey eg people (women ) leaving work late	Create the Echo of a Thousand Good Times	Can Justify	1912-10
	How do we make sure there First week is Really important ?	Create the Echo of a Thousand Good Times	Can Do	1912-10
*	How can we celebrate special moments for our clients and employees	Create the Echo of a Thousand Good Times	Can Shift	1912-10
	Anniversary for the media agency person and there relationship with oOh!	Create the Echo of a Thousand Good Times	Can Justify	1912-10
	The Love Tree: How people have helped you	Create the Echo of a Thousand Good Times	Seemed Like a Good Idea at the Time	1912-10
	Use our media to make the company or person Famous for a day. agency client win, award etc	Create the Echo of a Thousand Good Times	Can Shift	1912-10
	The oOh! Buddy system for our media agency partners.	Create the Echo of a Thousand Good Times	Can Do	1912-10
	Present to Uni students about the OOH in open days and across all types of degrees	Create the Echo of a Thousand Good Times	Can Shift	1912-10
	Create a list of all the problems we frequently get and what should our response be. What is our Delegated authority.	Control the Damage Ahead of Time	Can Do	1912-10
	Review Delegate Authourity rules and Values eg $5000 limited (not good anyway) was removed to Zero. So everything goes to Phil.	Control the Damage Ahead of Time	Can Do	1912-10
	Report the stuff ups and the fix for the clients. How did we make it good	Control the Damage Ahead of Time	Can Do	1912-10
	Cancellation Clause and terms need to be reviewed for a digital world	Control the Damage Ahead of Time	Can Do	1912-10
	We need an internal SLA to solve client issues and problems. How long will it take and how can we take out the layers of decisions.	Control the Damage Ahead of Time	Can Do	1912-10
	We need an internal SLA to solve client issues and problems. How long will it take and how can we take out the layers of decisions.	Control the Damage Ahead of Time	Can Do	1912-10
	Cut-outs of media articles that may be relevant to commercial partners, sent with a personalised email or handwritten note	Remain Relevant	Can Do	1912-1
*	Use Quanitum data to provide insights to our commercial partners on their businesses	Remain Relevant	Can Do	1912-1
	Small business coaches	Remain Relevant	Can Do	1912-1
	Remain relevant throughout the contract lifecycle - not just at point of establishment or renewal. Provide insights, advice, service levels	Remain Relevant	Can Shift	1912-1
	Provide data and insights that are contextually relevant to businesses within a particular geographic area	Remain Relevant	Can Do	1912-1
	Use content that has been specially produced on a broader scale for no financial gain to oOh!	Remain Relevant	Can Do	1912-1
	Create digital games that can be utilised in cafes by different players to create a community that can both within a physical space and online	Remain Relevant	Can Justify	1912-1
*	Supporting local sports teams that are supported by our commercial partners e.g. Brisbane Airport sponsorship of local rowing team	Create the Echo of a Thousand Good Times	Can Do	1912-1
	High dwell time environments - value in celebrating clients birthdays, life events etc	Create the Echo of a Thousand Good Times	Can Do	1912-1
*	Find common objectives with key clients (e.g. charities or causes we both support) and amplify our combined efforts	Create the Echo of a Thousand Good Times	Can Do	1912-1
	Planting a market/ community garden in front of our billboards regionally - promoting community effort to grow things together. Including a rain water tank (enviro friendly) etc etc etc	Create the Echo of a Thousand Good Times	Can Justify	1912-1
*	Buying produce from our regional billboard owners, use the produce to cook meals for local community centres or charities - we're supporting the local community in different ways	Create the Echo of a Thousand Good Times	Can Justify	1912-1
	Sponsor self defence classes for our whole team and selected clients	Create the Echo of a Thousand Good Times	Can Justify	1912-1
*	Matching program - you buy X posters or skins we donate X meals to charity or X blankets to homeless shelters. Alternatively, using campaign impressions so if it hits or goes beyond a target we donate something tangible to a charity of your choice	Create the Echo of a Thousand Good Times	Can Justify	1912-1
	Partnering with a delivery company to deliver food to less fortunate	Create the Echo of a Thousand Good Times	Can Justify	1912-1
	Internalise all asset and R&M staff	Control the Damage Ahead of Time	Can Justify	1912-1
	Supercharge the uh-oOh!	Control the Damage Ahead of Time	Can Shift	1912-1
	Pods of tech and R&M staff, highly mobile in branded vans	Control the Damage Ahead of Time	Can Justify	1912-1
	Cafe - hire barista/ chef/ waiters for the day to give owners a day off	Exaggerate the Experience	Can Justify	1912-1
*	Heston Blumenthal to cook for a day in one of our cafes	Exaggerate the Experience	Can Justify	1912-1
*	Mark Bouris to give talks to small business owners	Exaggerate the Experience	Can Do	1912-1
*	Space experience for Airport partners	Exaggerate the Experience	Seemed Like a Good Idea at the Time	1912-1
	Antarctica flight for Airport partners - fly where you don't usually fly	Exaggerate the Experience	Can Justify	1912-1
*	Retail Partners - Anna Wintour type person to give fashion tips/ day with partners	Exaggerate the Experience	Can Justify	1912-1
	Experiential panels in commercial partners offices at Christmas to give gifts	Exaggerate the Experience	Can Shift	1912-1
	At night, light up panel in Retail Centre as cleaner is nearby and ask what they want for Christmas - then deliver the present.	Exaggerate the Experience	Can Do	1912-1
*	Universities/ Small business - give students a mentor experience with Richard Branson type person/ or a scholarship	Exaggerate the Experience	Can Do	1912-1
*	Universities - pick a student, fund their education and life for X years, promote it as a joint approach with the uni	Exaggerate the Experience	Can Justify	1912-1
	Office Partners - do something great for a tenant, donate advertising to help retailers	Exaggerate the Experience	Can Do	1912-1
	Office - wash all cars in the car park one day	Exaggerate the Experience	Can Justify	1912-1
*	Sequential campaign across our network getting a deserving team member of commercial partners a holiday - "Sam, you deserve a break (with their photo on billboard", "Go to the Airport", get them on a flight to X - their face and name across our network etc	Exaggerate the Experience	Can Shift	1912-1
	All commercial partners - do something at their home while they are at work (mow their lawn etc), focus on doing something that makes their family life better	Exaggerate the Experience	Can Justify	1912-1
	Double whammy feelgood - time off experiencing a community based activity close to their heart e.g. save the pandas	Exaggerate the Experience	Can Shift	1912-1
*	Reciprocal presents (chocolates / flowers) unsuspecting partners	Exaggerate the Experience	Can Do	1912-1
	Put BM's in their agencies to work from one day a fortnight.	Exaggerate the Experience	Can Do	1912-6
	CMO's invite only, exclusive experience	Exaggerate the Experience	Can Justify	1912-6
	Weekend Away for senior clients and families	Exaggerate the Experience	Can Justify	1912-6
	Have the $$ to pro-actively build case studies in our top 12 major categories.	Exaggerate the Experience	Can Justify	1912-6
	Virtual reality site tours into Surprise once in a life time experience.	Exaggerate the Experience	Can Justify	1912-6
*	Disc profiling for our agencies. Every person in every agency. Impacting how we engage, how we present, how we entertain with each client Could form part of oOh! Academy. Which could include time saving tips, access to tools, insights, guest speakers. Anything that will help our agencies	Exaggerate the Experience	Can Shift	1912-6
*	Birthday gift on the birthday of every client. Automated service	Exaggerate the Experience	Can Do	1912-6
	Roll out the LEAD program to key clients, once they spend $$/ time/ relationship positioning.	Exaggerate the Experience	Can Justify	1912-6
	Personalize the experience : 3pm munchies for each client after they give us time	Exaggerate the Experience	Can Do	1912-6
	What's important to you (client) is important to us. So help them on their community based projects. If they have a day where they support local community activities, BM's go as well.	Exaggerate the Experience	Can Do	1912-6
	24/7 access to oOh! resource. Meaning staff are to be available for a night shift remotely. Giving agency partners unlimited access within the short market. For this concept, we would need to utilise a resource that can make decisions.	Remain Relevant	Can Shift	1912-6
	soOh!s team. Assisting in pitches. Including around the clock resourcing access and relevant gifting. i.e. pizza's delivered whilst working on pitch late at night.	Remain Relevant	Can Do	1912-6
	The oOh! Phone. Set up as a London style phone booth in every agency. When urgent, just pick up the oOh! phone and get immediate access to key people at oOh! to help. Similarly on an adhoc basis, we ring the phone and deliver a surprise and delight to the person at the agency who answered. i.e. movie tickets.	Remain Relevant	Can Justify	1912-6
	Automated/ shareable/ relevant competitor insight, delivered monthly as a newsletter. Tailored to specific agencies/ categories.	Remain Relevant	Can Do	1912-6
	Monthly Case Study updates going out to agencies.	Remain Relevant	Can Justify	1912-6
	oOh! White paper every Quarter. Taking a leadership position on hot topics. i.e. transparency	Remain Relevant	Can Shift	1912-6
	Have digital screen in our top 100 agencies/ clients. Engage through this platform	Remain Relevant	Can Shift	1912-6
*	30th Birthday party, where we create an experience with the clients that have been on the journey with us. The party has the top 30 clients and their different journeys, experiences, campaigns, moments captured and on show at the event for everyone to see.	Create the Echo of a Thousand Good Times	Can Justify	1912-6
	Create & publish a problem matrix. Know the problems and the levels of problems that can occur with a campaign. Ensure there is a clear process of what & who a client calls if & when something happens.	Control the Damage Ahead of Time	Can Shift	1912-6
	Speed of response. We will guarantee to fix the problem within a certain time frame i.e. 1-2 hours Realised that this concept falls folds into one of our other ideas; creating the problem matrix	Control the Damage Ahead of Time	Can Shift	1912-6
	Flip the process. Rather than look at who is to blame. Fix the problem then look at the cause. Promoting and celebrating the cause for change. At the end of each month actually showcase what we did after we fixed your problem and the changes that were implemented off the back of the issue.	Control the Damage Ahead of Time	Can Do	1912-6
	The +One Committee. We create a national leadership committee that is activated as soon as there is a problem with a key client. The Committee decides who is closest to that piece of business and said client gets a text within an hour of realizing the problem from the !One committee to let them know it has been elevated and is being fixed with immediacy	Control the Damage Ahead of Time	Can Do	1912-6
		Control the Damage Ahead of Time		1912-6
	Providing free space for our clients charity partners with their brand associated.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	1912-8
	Providing free space for our advertisers to promote their charities, with their presence across the creative.	Exaggerate the Experience	Can Do	1912-8
	Lead the industry to establish an Outdoor category awards in line with Cannes.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	1912-8
	Good Friday Appeal - Use an Excite panel to setup at the Royal Childrens hospital to connect sick children to their heroes.	Exaggerate the Experience	Can Justify	1912-8
*	Female Safety - Our industry often results in females having to travel home at odd hours of the day and sometimes alone. The impact from this community based idea would resonate across this customer audience and the industry as a whole. Providing connectivity to safety via the 004 call & text function if people are feeling unsafe around our assets. Possible partnerships to include Uber & Qantas - Getting you home safely.	Remain Relevant	Can Justify	1912-8
	Using Shortpress as the vehicle to support small businesses who wouldn't usually have the ability to purchase large scale media campaigns. Provide marketing support and remain engaged for the campaign process to continue to test & learn varied campaign efforts to scale the organisation - particularly to markets or areas where they may not have the resources to do themselves.	Remain Relevant	Can Shift	1912-8
	CNO - Chief Needs Officer & division that deals with our customers to better understand what they are trying to achieve and filtering ways in which oOh! can assist with this.	Remain Relevant	Can Justify	1912-8
	The oOh! Community Foundation - Re-use of outdoor printed products to assist meaningful usage. Smart Skins - the ability to create products like playgrounds in community schools. Use for shelter. Make shopping bags for Coles/Woolworths. Make bags & pencil cases for use in Community Schools. Employees can engage in the program by attending the production line, assisting to build the products & actually assist in handing out the bags & pencil cases to the community schools we support while providing youth mentoring. Builds a relationship with the clients by using their skins for the program, allowing them to be part of the final benefit and allowing them to join the experience of employee engagement.	Create the Echo of a Thousand Good Times	Can Justify	1912-8
	Reward our customers who support our campaign timelines. Eg Clients who supply creative before our deadline results in free media where available prior to the around their campaign dates.	Control the Damage Ahead of Time	Can Do	1912-8
	As a prevention strategy we understand what are processes are, what the desired state of each of these steps looks like and therefore what can go wrong with each of these. By understanding these potential problems we can identify the root cause and fix it.	Control the Damage Ahead of Time	Can Do	1912-8
	Embrace our growth mindset, allow reps to admit accountability if we believe we are responsible for causing the f*ck up! Create a language playbook for how to respond to issues that they'll be contacted on.	Control the Damage Ahead of Time	Can Do	1912-8
	Having a clear plan for make-good based on issues that occur with postings or campaign. Eg Lights are out on a classic billboard, what is the the standard make good which the rep can initiate without higher up approval. Matrix of make-goods based on a wide range of issues that can occur with a campaign posting.	Control the Damage Ahead of Time	Can Do	1912-8
*	A better system notification to advise reps when sites are inoperable or out of action for any reason so they can proactively share the problem with clients, alongside the bench marked solution and make-good we will provide.	Control the Damage Ahead of Time	Can Justify	1912-8
	Provide a live display of the issue being rectified so the client can see the resolution in real time. Ie. A Billboard skin being removed, have the installer where a go pro so we can show the client how it happened.	Control the Damage Ahead of Time	Can Justify	1912-8
*	- Female saftey. Fitting our inventory with cameras to provide wider CCTV footage, white screen digital panels to light up the area. Could we connect with an Uber like business to provide free lifts home or similar?	Exaggerate the Experience	Can Justify	1912-8
	- Customer birthday messages. Inventory placed in and around the workplace to share birthday messages via our digital inventory. Understand their commute & connect with their peers to try and follow their day and impact them as often as possible via our inventory.	Exaggerate the Experience	Can Shift	1912-8
	Virtual Reality site tours for customers to view once their campaign goes live.	Exaggerate the Experience	Can Justify	1912-8
	Listening in to Office lift conversations to understand the needs of our customers based on their daily emotions and then feeding their desires.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	1912-8
	Exaggerate one	Exaggerate the Experience	Can Justify	1914-1
	Exaggerate two	Exaggerate the Experience	Can Shift	1914-1
	Remain relevant	Remain Relevant		1914-1
	Relevant	Remain Relevant		1914-1
	Create echo echo echo	Create the Echo of a Thousand Good Times	Seemed Like a Good Idea at the Time	1914-1
	Another one	Create the Echo of a Thousand Good Times	Can Shift	1914-1
	Controlling Damage	Control the Damage Ahead of Time	Can Justify	1914-1
	Again	Control the Damage Ahead of Time	Seemed Like a Good Idea at the Time	1914-1
	- Anniversary message or gifting with partner in put, for someone that deserves it. - Donate a dollar amount of the impressions a client booked to charity of their choice - Provide a campaign for free for struggling client (direct) - Media Buyer books campaign (e.g. $2.5M value, then we by surprise offer that buyer a campaign to the same value for them to give to whatever charity they want) - Provide a behind the scenes view of the process we went through to deliver the campaign to them - Everytime you sign a contract, there is a suprise and delight moment.. - Set meeting with client... they come down looking for person, but instead met by (Orvil The Processor) little Robot to present schedule and show the thinking that this AI put behind optimising their schedule? - Room full of puppies - Get them in car and take them to a shop for a makeover / shopping spree... gameifiy it.. 6 seconds to choose what you want from the excite panel and choose what you want. - Provide cleaners or laundromats - Surprise CHEF into Agencies when pitching or to clients when working on tenders - Send flowers / uber eats etc to the families of significant others of our clients (staying late at work) - Driver "oOh!Pool" - PERSONAL ADMIN DAY oOh! Butler for the day : An Agent for the Agent (Tax man, Travel Agent, Car Service, Financial Planning, Health/Nutritionist coach - WE CARE ABOUT YOU! etc) - Training courses and awareness, better self - EXCITE PANEL booth in agency - Put for a week, ask for what they would love to sort out in their life or what a great weekend would look like? - Career Dinner, people fly into same space and have big event - Make Dinner Club (Fly to amazing venue, have a well known singer and chef etc, great for networking) - Make oOh! Lounges at every Airport and Big Retail centres, more exclusive than Chairmans lounge (Set up Edge activation within Business Lounge) -	Exaggerate the Experience	Can Do	1912-4
		Exaggerate the Experience		1912-4
	Everytime you sign a contract, there is a suprise and delight moment..	Exaggerate the Experience	Can Do	1912-4
*	Surprise CHEF into Agencies when pitching or to clients when working on tenders	Exaggerate the Experience	Can Shift	1912-4
	PERSONAL ADMIN DAY oOh! Butler for the day : An Agent for the Agent (Tax man, Travel Agent, Car Service, Financial Planning, Health/Nutritionist coach - WE CARE ABOUT YOU! etc	Exaggerate the Experience	Can Shift	1912-4
	Career Dinner, people fly into same space and have big event - Make Dinner Club (Fly to amazing venue, have a well known singer and chef etc, great for networking	Exaggerate the Experience	Can Justify	1912-4
*	Find aclient struggling... give thme a small business makeover - get experts in and cap off with Unmissable campaign	Exaggerate the Experience	Can Shift	1912-4
	oOh! Tank - whatever media investment they've spent with oOh!, we give back as business improvement for them	Exaggerate the Experience	Seemed Like a Good Idea at the Time	1912-4
	We have the scale to be a legitimate consumer voice... we can provide commentary on what is happening in retail for example (consumer confidence etc) voice of travel, voice of road usage and infrastructure - provide category thought leadership pieces	Remain Relevant	Can Shift	1912-4
*	We can provide category updates within Aust and abroad - provide to clients - Real time traffic updates	Remain Relevant	Can Shift	1912-4
*	Can be the intermediary to connect our clients to commercial partners	Remain Relevant	Can Do	1912-4
*	Best creative ideas or inspiration from around the world - creative expertise for OOH	Remain Relevant	Can Shift	1912-4
*	Be the secret weapon - Superhero cough OTP cough to progress their career	Remain Relevant	Seemed Like a Good Idea at the Time	1912-4
*	Be the middle man to find out what best practice looks like and then disseminate to other individuals -we get access to many more clients so can distill to an individual client / individual	Remain Relevant	Can Shift	1912-4
*	facilitate cross industry mentoring - both personally and professionally (e.g. when people buying first property, TAX, SMSF) - spend XXX amount with oOh!, then you are entered into the network for your staff to get personal help	Remain Relevant	Can Justify	1912-4
	NFC use of phone, that when you are in the industry, you can walk up to any panel and it will take over the screen for 6 seconds and give you a greeting... this allows Media related clients of us to have a "bragging" moment to their peers in personal life	Remain Relevant	Can Justify	1912-4
*	oOh! Tasker - Put in life tasks (online concierge) Tax advice etc, that people can log into to access	Remain Relevant	Seemed Like a Good Idea at the Time	1912-4
	Link to apple wallet, free coffees to spend at oOh! cafe -send on BDAY, but give reps ability to send to clients - act like CLIPP at oOh! only venues	Remain Relevant	Can Justify	1912-4
*	POP Stars - work like Pokemon Go... real time upload of Pops that are needed... hardest to get sites (e.g. Canberra Airport) give the higher rewards.... Annual award for best, most consistent photography etc	Remain Relevant	Can Justify	1912-4
*	Be a Thought Leadership Voice in relevant in relevant env. e.g. - sponsor Traffic Report or XMAS reporting etc	Remain Relevant	Can Shift	1912-4
	montage of past business work together when signing off deal	Create the Echo of a Thousand Good Times	Can Shift	1912-4
	Behind the scenes story - how stuff is printed, installed,	Create the Echo of a Thousand Good Times	Can Justify	1912-4
	Brand story on website - BC story and the evolution and what our values are	Create the Echo of a Thousand Good Times	Can Do	1912-4
	Wall of fame at oOh! office	Create the Echo of a Thousand Good Times	Can Do	1912-4
	#TBT on our social channels - used to promote industry landmarks and really anything... promote our partners	Create the Echo of a Thousand Good Times	Can Do	1912-4
	Employee culture = #itsgoodtobeval	Create the Echo of a Thousand Good Times	Can Do	1912-4
	our key clients can use our digital assets to plug in to give shout outs to their people... just fun and fame	Create the Echo of a Thousand Good Times	Can Justify	1912-4
	have oppo to submit big idea competitoions / ideas in oOh!	Create the Echo of a Thousand Good Times	Can Justify	1912-4
	Have oOh! services to help people out ... staff can volunteer to help - e.g. if buying house, need help with contract (commercial team) - e.g. June is Tax month, January is health and wellness etc... but have services to tap into	Create the Echo of a Thousand Good Times	Seemed Like a Good Idea at the Time	1912-4
	Like Grill'd social matters, we have an online portal where community can nominate and vote to give $100K value each month - connect to community	Create the Echo of a Thousand Good Times	Can Justify	1912-4
*	When sites don't go live or under delivered... we only charge them for what they received, yet still deliver the missing value later?	Control the Damage Ahead of Time	Can Do	1912-4
*	If something goes wrong, we give you the choice of a cash back option, or 200% credit	Control the Damage Ahead of Time	Can Do	1912-4
	If something is late/ some form of problem, we fly you out to see when it's up and running.	Control the Damage Ahead of Time	Seemed Like a Good Idea at the Time	1912-4
	Full transparency - instead of client coming to us, we go to the client with the problem, along with the resolution and game plan for not having that reoccur.	Control the Damage Ahead of Time	Can Do	1912-4
	When issue occurs, we deal with it, but follow up at the same time with how we have fixed it for next time and what we will do if it was ever to occur again	Control the Damage Ahead of Time	Can Do	1912-4
	Be vulnerable and recognise issues. if we waste time ,we make it back up for you	Control the Damage Ahead of Time	Can Do	1912-4
*	Front foot troubleshooting process internally and externally	Control the Damage Ahead of Time	Can Do	1912-4
	use workplace for work to mobilise the masses (amber alert etc) if issue with client stuff - Internal A Team	Control the Damage Ahead of Time	Seemed Like a Good Idea at the Time	1912-4
*	uh ooh hotline - always answered, on every brief, all client needs to provide is site location and client name or contract ID	Control the Damage Ahead of Time	Can Justify	1912-4
	use internal assets to notify there was an issue and after the fact, promote the solution	Control the Damage Ahead of Time	Can Do	1912-4
*	oOh! Life Savers - Community issue, (Amber Alert, Bush Fire, Hail) - local community or council can access free CSA space to promote, If client has campaign issue, they can call life savers to sort out, if internal Employee breaks down driving to work, can call for advice	Control the Damage Ahead of Time	Seemed Like a Good Idea at the Time	1912-4
	BAT PHONE (NOT RED BUT ORANGE). THE MEDIA - BAT PHONE. IN CLIENT OFFICES WHICH IS AN OOH HOTLINE. DIRECT ACCESS TO THE SOURCE INFORMATION orange ipad	Exaggerate the Experience	Can Justify	1912-2
	SHINE SESSIONS (EXTERNAL) HELD AT FUNKY COOL, VENUES SHOWCASING LOTS OF SHINY NEW SHIT!! EDUCATING THE MARKET...CONTENT LED BY CLIENT PREFERENCES/BUSINESS CHALLENGES... oOh! incubator supporting small businesses achieve goals and grow by using our network of clients and resources.	Exaggerate the Experience	Can Shift	1912-2
	OOHMEDIA IS OPENING DOORS FOR COMPANIES AND BRANDS. REVOLUTIONISE THE FRONT DOOR OF EVERY CLIENT. CREATE VISUAL EXPERIENCE, ENGAGING, EMOTIVE... Agency front doors	Exaggerate the Experience	Can Justify	1912-2
	YOUR MOBILE OFFICE - COURTESY BUS! OOHMEDIA. INTEGRATED OFFICE COMING TO YOU. ENABLING PRODUCTIVITY INCREASES. WIFI ENABLED ETC.	Exaggerate the Experience	Can Justify	1912-2
	CUSTOMER APP - CLIENT DOWNLOADS APP - PERSONAL INFO - CUSTOM PREFERENCES - CURATED CONTENT BASED ON PREFERENCES - CONNECTED TO INFORMATION VIA OTP OR OTHER SOFTWARE PLATFORM ENABLING PERSONALISED OOH EXPERIENCE. Preferred customer reward that would involve an ooh lane or customer experience	Exaggerate the Experience	Can Justify	1912-2
	ONE TOUCH HOME - TEAMS ACROSS AUSTRALIA THAT COME AND SET UP YOUR HOME TO A TECH PALACE.. TOTAL CROSS PLATFORM EXPERIENCE - MIRRORS ABILITY OF OOHMEDIA PRODUCTS AND SERVICES.	Exaggerate the Experience	Can Justify	1912-2
	EA FOR EVERYONE!!! - EVERY CLIENT 🙂 supplied assistance in time of need. i.e marketing team get a pa for 1 week certain criteria apply. business support	Exaggerate the Experience	Can Justify	1912-2
	Out client's time is precious, and we want to both reward and encourage them for working with us as well as show how much we appreciate their time. To do this, for every minute we spend at a meeting with them, we commit that same amount of time back into volunteer for a cause they as a business are close to, whether that be with them on a day or our in our own time.	Exaggerate the Experience	Can Do	1912-2
	CoOh!CHELLA by music junkee, harbour event, celebration of life for everyone. Food truck that goes out and supplies food to the local community or our agencies and clients	Remain Relevant	Can Shift	1912-2
	1. automated digital scheduling. when a site goes down the creative is auto sent to a proxity digital site.	Control the Damage Ahead of Time	Can Do	1912-2
	2. Rapid response team is notified and video calls the client at any stage 24/7. explaining what is being done to solve the issue.	Control the Damage Ahead of Time	Can Justify	1912-2
	3. Learning and data capture. From the rapid response team data is collected so that we can look at how to prevent issues occurring. This is reported back to the company on a weekly basis.	Control the Damage Ahead of Time	Can Do	1912-2
	4. Rapid response number- this is the hotline provided to all customers reachable 24 hours. all calls are reported to the nominated clients BM as they state the client name.	Control the Damage Ahead of Time	Can Shift	1912-2
	Food truck that supplies the community in need with food and drinks.	Create the Echo of a Thousand Good Times	Can Justify	1912-2
	using our regional resources and install team to go out into the community and assist where required. Building structures, cutting trees etc...	Create the Echo of a Thousand Good Times	Can Justify	1912-2
	Workplace that is public to our customers, personalised messages using our channels to celebrate internal and external stakeholders. community board to help staff get ideas about what they can do to touch our clients in a personal manner.	Create the Echo of a Thousand Good Times	Can Do	1912-2
	Orange Christmas going town to town, contra flow for gifts and entertainment. Communities in need both met and reg	Create the Echo of a Thousand Good Times	Can Justify	1912-2
	Big digital screen in our reception bringing all states and units together. display so that all visitors can see	Create the Echo of a Thousand Good Times	Can Do	1912-2
	Hackathon name TBA. what is keeping you up at night and we will get it sorted. bring in diversifies resources into a meeting with the client, solve issues that are outside of outdoor media.	Remain Relevant	Can Shift	1912-2
	Diversity, celebrating our people and where they come from	Create the Echo of a Thousand Good Times	Can Do	1912-2
	Developing a growth and development program for our clients and partners where we come in and run a shine/stan slap/other form of session for the business itself. Can be extended to people in our clients personal world not just in the business sense.	Remain Relevant	Can Shift	1912-2
		Remain Relevant		1912-2
	BUYING SHELF-SPACE FOR CLIENTS	Exaggerate the Experience	Seemed Like a Good Idea at the Time	1912-2
	WHATEVER THE CAMPAIGN WE BUY ONE OR BUILD ONE I.E. CAR - BUY AND AUDI, CLOTHING, PAY FOR NEW STORE FIT OUT...:-)	Exaggerate the Experience	Seemed Like a Good Idea at the Time	1912-2
	FROM SALE WE RECOGNISE ALL PEOPLE THAT WORKED ON THE BUSINESS USING A VISUAL DASHBOARD AND THE NUMBER I.E. HOURS OR DOLLARS IS DIRECTED TO A COMMUNITY PROGRAM OF THE CLIENTS CHOICE WITH RESULTS BEING UPDATED/SHARED TO CLIENT.	Exaggerate the Experience	Can Justify	1912-2
	THE OOH!LANE - WE WANT TO SAVE PEOPLE TIME AND GET THEM TO WHERE THEY NEED TO BE IN ALL FACETS OF LINE. PERSONALLY AND PROFESSIONALLY. JUST PHONE OOH! 004. KEYNOTES SPEAKER EVENTS, MONTHLY SHINE SESSIONS, GET YOUR OWN EA FOR THE DAY, PRICE HOLIDAYS, JUST CONTACT OOHLANE! FOR ALL YOUR PERSONAL AND PROFESSIONAL NEEDS. zxc	Exaggerate the Experience	Seemed Like a Good Idea at the Time	1912-2
	Sit with primary contact - at the right time (FYE) - if they do not have the budget, find out where the shortfall is and make it up for them. Brand alliance (oOh! contact) who are required in their role to generate revenue from various sources - sometimes there is a shortfall.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	1912-3
*	Cafe: Provide assistant for a week: eg pay for a barrista for a cafe	Exaggerate the Experience	Can Justify	1912-3
*	Regional billboards: The oOh! Annual Make oOh!ver: Choosing one town a year and spruce it up/deliver on what is on Council list for the town. Choose a "partner" town (client) for a year to establish playground, xmas event, kids in event, upgrading toilets, planting plants, flower beds, wifi, provide skins for artists to graffiti.	Exaggerate the Experience	Can Justify	1912-3
	Commercial Xmas payment: Offer Commercial partner to donate part of your Xmas revenue/minimum guarantee towards a charity - oOh matches it.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	1912-3
	Bucket list experiences: Gather clients' bucket list and provide it to them - surprise and delight.	Exaggerate the Experience	Can Do	1912-3
	Client Experience: Eg Bring in Buzz Aldrin to chat to staff at airport for FLY	Exaggerate the Experience	Can Justify	1912-3
	Road Billboards: Provide free advertising to the business of commercial property owners.	Exaggerate the Experience	Can Do	1912-3
	Cafes/Gyms: Assist struggling businesses by providing expert assistance to identify issues the business may have and providing the solutions to improve it or carrying out the improvements.	Exaggerate the Experience	Can Justify	1912-3
*	Eg Cafes/Gyms: Assist struggling commercial businesses by providing expert assistance to identify issues the business may have and providing the solutions to improve it or carrying out the improvements.	Remain Relevant	Can Justify	1912-3
*	Client Experience: Health check for commercial partners. Develop set on personas expanding to better understanding commercial partner pain points not assume. Assist with their challenges. Potential for training eg facility mgr - TAFE trained - assist them to skill up.	Remain Relevant	Can Do	1912-3
	Road Billboards: Provide free advertising to the business of commercial property owners.	Remain Relevant	Can Do	1912-3
*	Hidden Heros: Eg At the end of a job, send them completion email which is populated by photos of all those who contributed to the solution (personalising)	Create the Echo of a Thousand Good Times	Can Shift	1912-3
*	asdfljka;sldfjk	Control the Damage Ahead of Time	Seemed Like a Good Idea at the Time	1
	my first idea	Focus on the Field of Awareness		1
*	adsflkjfasd;ljasd;lfkjasdf	Exaggerate the Experience	Can Shift	1
	blah, bla, bl, b	Exaggerate the Experience	Can Do	1
	I don't know but I've been told: big legged women ain't got no soul. -- Robert Plant	Create the Echo of a Thousand Good Times	Seemed Like a Good Idea at the Time	1
	A whop bob a boop bop a whop bop bam. -- Little Richard	Create the Echo of a Thousand Good Times	Can Justify	1
	Deadly Serious. Totally Twisted.	Remain Relevant	Can Shift	1
*	Your strategies may be rocket science. Perfect. We're in the rocket fuel business.	Remain Relevant	Can Do	1
	Yappy dog.	Control the Damage Ahead of Time	Can Justify	1
		Exaggerate the Experience		2532-3
	Enabling education for all who show commitment and aptitude when their family cannot afford, we are your family.	Exaggerate the Experience	Can Do	2532-3
	give me a platform to on-sell my skills and trade with your other existing customers	Exaggerate the Experience	Can Do	2532-3
	give me a space to operate where you take care of the governance and I ply my trade	Exaggerate the Experience	Can Do	2532-3
	in rural areas, with no branches, send cards and cash using drones	Exaggerate the Experience	Seemed Like a Good Idea at the Time	2532-3
	Every customer, regardless of portfolio size has one dedicated point of contact for everything banking	Exaggerate the Experience	Seemed Like a Good Idea at the Time	2532-3
	every call centre call is manned by a human that understands who I am and what I am passionate about	Exaggerate the Experience	Can Justify	2532-3
*	if I dont bank using devices, give me a place to walk into, digital or otherwise to do my banking	Exaggerate the Experience	Can Shift	2532-3
*	my fees(in part) is funding education and other social initiatives. ( I will never complain about fees!)	Exaggerate the Experience	Can Shift	2532-3
*	I can barter my trade to pay for bank services, by contributing to other initiatives that the bank is vested in.	Exaggerate the Experience	Can Shift	2532-3
*	Scenario: we need doctors to assist with a medical situation on the continent. SB mobilises its Doctor customers, through our social platform, to assist (Project Facilitation Platform).	Exaggerate the Experience	Can Justify	2532-3
		Exaggerate the Experience		2532-3
*	Fund small business units and help them get into speed. put them into partner suppliers in the network. fund my business so that I may be able to employ more people thereby growing the economy.	Remain Relevant	Can Do	2532-3
	Fund my education so that I may start a business one day	Remain Relevant		2532-3
	Use the Project Facilitation Platform to give my business exposure, local and international.	Remain Relevant	Can Do	2532-3
	create opportunities for me to travel to learn how things work in all parts of the world, so that I can bring those expertise back to my home land.	Remain Relevant	Can Justify	2532-3
*	Banks to fund schooling institutions, educate our kids. Banks to fund our police force to restore security in the country/continent. Arm them with skills and deploy them to do the jobs. enable a business environment that is safer and run by wise people. Using home loan data, create communities with subsidised security for Bank clients SBPS aligned to SAPS.	Remain Relevant	Can Do	2532-3
	Create incentives for talent to move into areas where they are required (policing, medical, political, etc)	Remain Relevant	Can Justify	2532-3
*	Leverage our 150 year legacy and be proud of our journey thus far	Create the Echo of a Thousand Good Times	Can Do	2532-3
	Use opportunities, digitally or through real estate to celebrate life achievements.	Create the Echo of a Thousand Good Times	Can Do	2532-3
	Rethink our approach to restructure.	Create the Echo of a Thousand Good Times	Can Justify	2532-3
	Reward employees with "days off" instead of punishing the performer by piling on more work !	Create the Echo of a Thousand Good Times	Can Do	2532-3
	Standard bank stationery donated to underprivileged schools.	Create the Echo of a Thousand Good Times	Can Justify	2532-3
	We often celebrate proud moments within our teams on private groups, we need to expose this to our customers.	Create the Echo of a Thousand Good Times	Can Do	2532-3
*	Celebrate the successes and accomplishments of our staff and clients on billboards, digital apps, real estate, etc.	Create the Echo of a Thousand Good Times	Can Do	2532-3
*	A visit from our Senior IT/Business execs to top clients when something goes wrong. Use the opportunity to engage with the client at a senior level to ensure that we give feedback and context.	Control the Damage Ahead of Time	Can Do	2532-3
*	Waive 2 months bank fees for all customers that are impacted by outages.	Control the Damage Ahead of Time	Can Justify	2532-3
	Issue a press release to all our clients via the mobile app explaining what went wrong, and what are doing about it to reasonably prevent this from happening again. Be non defensive and authentic in your apology.	Control the Damage Ahead of Time	Can Do	2532-3
	When there is an outage, give the client hourly updates	Control the Damage Ahead of Time	Can Do	2532-1
*	Minimize impact to customer	Control the Damage Ahead of Time	Can Do	2532-1
*	Seamless automation of recovery processes	Control the Damage Ahead of Time	Can Do	2532-1
*	Prioritization of resilience. Simplification of estate	Control the Damage Ahead of Time	Can Do	2532-1
	Access to accounts without card/identification	Exaggerate the Experience	Can Do	2532-1
*	Take banking services to elderly, disadvantaged and communities without branches.	Exaggerate the Experience	Can Do	2532-1
	Install portable banking devices on every street corner.	Exaggerate the Experience	Can Justify	2532-1
	Group prioritisation - 5 key focus areas for the whole bank (as opposed to every BU doing everything on the 'to-do' list)	Exaggerate the Experience	Can Do	2532-1
*	Open source the app.	Exaggerate the Experience	Can Justify	2532-1
*	Biometric access to everything	Exaggerate the Experience	Can Shift	2532-1
	Develope a banking Siri	Exaggerate the Experience	Can Shift	2532-1
*	Set up a function that has the sole purpose of gaining insights (predictive analytics) on all market segments/demographics that our customers belong to.	Remain Relevant	Can Do	2532-1
*	Use of predictive analytics and customer behavior to preempt and develop offerings that customers don't realise that they need.	Remain Relevant	Can Do	2532-1
	Have to have a firm grasp of the Social, economic and environmental context in which we are operating	Remain Relevant	Can Do	2532-1
*	Create a common site (e.g. a market place) where Standard Bank customers and staff can interact, share skills and provide services to each other.	Remain Relevant	Can Do	2532-1
*	College of Knowledge - relationships between customers and employees	Create the Echo of a Thousand Good Times	Can Do	2532-1
	CSI initiatives - working with underprivileged communities	Create the Echo of a Thousand Good Times	Can Do	2532-1
*	Feenix - show how many students we have put through tertiary institutions.	Create the Echo of a Thousand Good Times	Can Do	2532-1
*	Co-locating with our business	Create the Echo of a Thousand Good Times	Can Do	2532-1
	Doing training such as 'ways 2BU' with our business. I.e. walk the journey together	Create the Echo of a Thousand Good Times	Can Do	2532-1
*	Sending staff out to rural areas to assist with banking activities	Create the Echo of a Thousand Good Times	Can Do	2532-1
*	- Personalise the account e.g. call my marketlink account to "wedding fund" , create buckets what i save for	Exaggerate the Experience	Can Shift	2532-2
	- Internal platform (simple place) state my problem and e.g. my app doesn't work and someone phones me back and helps me.	Exaggerate the Experience	Can Do	2532-2
	Delivering Christmas gifts to a disadvantaged community	Exaggerate the Experience	Can Shift	2532-2
	Shyft accounts - can't get back into your account (can put in, but can't take out) complicated, need a "chat bot" some instant reply	Exaggerate the Experience	Can Do	2532-2
	Click on the app, e.g. loan - someone calls you to help you / offer you a loan and speed it up	Exaggerate the Experience	Can Justify	2532-2
*	One view of all your accounts (VAF, Homeloans, saving, investments etc.)	Exaggerate the Experience	Can Do	2532-2
*	Internal customers: View of all systems being on (personalized) by Business - how their business is doing from a Technology perspective	Exaggerate the Experience	Can Justify	2532-2
	Linking real time- service delivery and reliability e.g. uptime of ATMs linked to ATM costs from IT Opportunity cost if the service is not working	Exaggerate the Experience	Can Shift	2532-2
*	Happy Birthday to our Clients, congrats on your car, your house. When you move into your house (hamper, congrats..) that is delivered to your new house or in your new car.	Exaggerate the Experience	Can Do	2532-2
*	Follow up calls when purchasing an "Asset" - how is your new car, house. How's studies going?	Exaggerate the Experience	Can Do	2532-2
*	Bank deducts money for your car license from your account, auto renews and get it delivered at physical address or collect	Exaggerate the Experience	Can Justify	2532-2
	Health checks or financial health checks for our clients	Exaggerate the Experience	Can Justify	2532-2
	One stop shop for your Requirement fulfillment (procurement, HAM, SAM etc.)	Exaggerate the Experience	Can Do	2532-2
	Personal laptops devices - mobility centre (just to support our employees)	Exaggerate the Experience	Can Justify	2532-2
	Support people on the floor, not just Service desk	Exaggerate the Experience	Seemed Like a Good Idea at the Time	2532-2
*	Celebrations of what we've achieved, what's working well	Exaggerate the Experience	Can Do	2532-2
*	Studying - crafting a career path	Remain Relevant	Can Justify	2532-2
*	Electricity & Water (social and climate sustainability) - availability and awarenss . Tanks, bottles and make more affordable to save your own water.	Remain Relevant	Can Justify	2532-2
*	Learning Hubs - classroom in a box (Online learning) partner with universities, community centres etc..	Remain Relevant	Can Justify	2532-2
*	Gender violence - safehaven	Remain Relevant	Can Justify	2532-2
	Skill up communities - teach you a skill to be entrepreneurial (knitting, etc.)	Remain Relevant	Can Justify	2532-2
	Community centres (scouts, brownies) create places for emotional support. Subsidize them	Remain Relevant	Can Justify	2532-2
*	Positive and hope reinforcement - Why is Africa a great place, with great potential.	Remain Relevant	Can Shift	2532-2
	Reaction unit to help in times of crisis (xenophobia, natural disasters)	Remain Relevant	Can Justify	2532-2
*	Celebrate employees - doing well! Recognition	Remain Relevant	Can Do	2532-2
	Debt : Helping our Customers when they are struggling to make ends meet, CV, looking for jobs, options (emotional, financial support) etc.	Remain Relevant	Can Do	2532-2
	Community - "career" days, writing your cv, building your "brand", budgeting, financial and physical wellness	Remain Relevant	Can Do	2532-2
	We have run campaigns where Client sent in pictures of their "happy" moments that Standard Bank made happen (graduation, vacation pics, cars etc) was awesome - more of that!	Create the Echo of a Thousand Good Times	Can Do	2532-2
	Feenix - pop up on apps, contribution to education (crowd funding)	Create the Echo of a Thousand Good Times	Can Do	2532-2
	Current marketing campaign is great of what we help / contribute towards - Agriculture, transport systems etc... more of, everywhere - consistently	Create the Echo of a Thousand Good Times		2532-2
*	Build a wall of fame of something GREAT you've done - and it stays there "forever"	Create the Echo of a Thousand Good Times	Can Do	2532-2
*	Photo walls of employees (campusses, Branches) I was here...	Create the Echo of a Thousand Good Times	Can Do	2532-2
*	My Story, out story published (like what we did in Accelerate programme)	Create the Echo of a Thousand Good Times	Can Do	2532-2
*	Opportunities for celebrations (CSI, womans day, uplift each other, recognise each other)	Create the Echo of a Thousand Good Times	Can Do	2532-2
*	Make showcases BIGGER, celebrate what we have delivered! Market days - who's doing what	Create the Echo of a Thousand Good Times	Can Do	2532-2
	Customer First - (complaints) how can we fix this?	Create the Echo of a Thousand Good Times	Can Shift	2532-2
	If i am at a Braai, can i log a "complaint" concern somewhere for a Client centrally	Create the Echo of a Thousand Good Times	Can Shift	2532-2
	Cresches at Campusses (employer cares about my family) and me balancing everything	Create the Echo of a Thousand Good Times	Can Justify	2532-2
*	#imstayinginGIT campaign	Create the Echo of a Thousand Good Times	Can Do	2532-2
	If there's a "process" issue (fraud, double debits etc.) refund the money and deal process later in 12hrs.	Control the Damage Ahead of Time	Can Do	2532-2
*	Pre-mortem, squad team, post-mortem and COMMUNICATE and thanked the team that dealt it.	Control the Damage Ahead of Time	Can Do	2532-2
	Branches - systems go off-line (what are the manual processes that can be inforced) ?	Control the Damage Ahead of Time	Can Do	2532-2
*	Damage control (internal customers): Communicate, intent and priority agreement of non-delivery	Control the Damage Ahead of Time	Can Do	2532-2
*	If ATM is offline, you can withdraw from any other bank's ATM with no finance cost	Control the Damage Ahead of Time	Can Shift	2532-2
	Branch banking on demand - Ability for a client to experience the banking services in their space e.g. Shop/Business/Work. Leverage customer insights and analytics to trend/anticipate customer needs	Exaggerate the Experience	Can Justify	2532-32
	Provide the device, pay for the data, insure the device and train the user on how the device and what services are provided and how they can use it. Add the Std Bank SIM to the deal.	Exaggerate the Experience	Can Justify	2532-32
	Standard Bank Marketplace - advertise services for anybody e.g Electrician, Plumber, Carpenter but payment channel is directed through one of our payment platforms. Ability to review the service provided and recommendations being made	Exaggerate the Experience	Can Justify	2532-32
	Provide unsolicited financial advice to customers free of charge through the banking app	Exaggerate the Experience	Can Shift	2532-32
	Randomly choose clients and provide a credit of R10 000 over the christmas period	Exaggerate the Experience	Can Justify	2532-32
*	Lifestyle booster - 1. client having a baby. New account for the baby with a credit amount. 2. University student - provide a start up fund for tuition and or books. 3. Couple getting married - provide a home lond start up fund	Exaggerate the Experience	Can Justify	2532-32
	Turn the branch into a home - offer meals and drinks in the kitchen, financial training in the garage, Fiancial advice in the dining room	Exaggerate the Experience	Seemed Like a Good Idea at the Time	2532-32
	Walk into the branch and ability to "talk" on the service you want. By the time you get to the consultant, they know what you want and all your details	Exaggerate the Experience	Can Justify	2532-32
	Branch service - if your request or the service you need is not provided in 5 minutes, get the service for free and free banking for a year	Exaggerate the Experience	Can Justify	2532-32
	Making complex financial information available to the public - Moody's ratings - what does it mean ?	Remain Relevant	Can Shift	2532-32
	Provide access to specialist services we provide internally within Std Bank to our clients. e.g. Cyber Security Assessment for our clients and their systems/infrastructure, Risk Awareness, Canteen health and safety tips etc	Remain Relevant	Can Justify	2532-32
	Community involvement through schools, sports and social events - Financial Literacy, Debt Planning, Coding basics, Tax Returns, Kids App, 4IR skills for the future	Remain Relevant	Can Shift	2532-32
*	Offering turnaround services to customers that are finding it difficult to succeed in the business world e.g Garage Rehab and Gas Monkey garage partnership	Remain Relevant	Can Shift	2532-32
	Creating social and environmental awareness through partnerships with SME's that bank through us. The bank can incentivise these SME's with lower fees, rates, etc.	Remain Relevant	Can Justify	2532-32
	Public platform to receive and share stories where clients have been assisted. Ability to create the bulletin board physically and digitally and have it publically available to everyone to see. Celebrate your clients success stories on this board.	Create the Echo of a Thousand Good Times	Can Shift	2532-32
	Leverage the 150 year story of the bank - builds trust and confidence to the brand	Create the Echo of a Thousand Good Times	Can Do	2532-32
	Create the Rate Us option on our Web page	Create the Echo of a Thousand Good Times	Can Do	2532-32
*	Decorate branches and web page with success stories of where the bank has assisted staff, clients, businesses etc. Customer Pictures and Stories	Create the Echo of a Thousand Good Times	Can Shift	2532-32
	Share the success stories of the region/country and create the link to the bank e.g Rugby World Cup - Not only SA, celebrate Africa's success	Create the Echo of a Thousand Good Times	Can Do	2532-32
	African Theme to celebrate the regions we operate in	Create the Echo of a Thousand Good Times	Can Do	2532-32
	Cover the financial loss, client reputaional loss (Credit Rating) and top it up with a benefit (Weekend Away).	Control the Damage Ahead of Time	Can Justify	2532-32
	Interanlly, where staff are involved, book a weekend away for the staff member and his/her family. Time off without affecting their leave is also an option to consider.	Control the Damage Ahead of Time	Can Justify	2532-32
	Stop passing the buck and Group IT taking ownership of the issue. CIO Structure being visible during the crisis/incident and leading the teams during the event.	Control the Damage Ahead of Time	Can Do	2532-32
	Improving the culture that staff are fully prepared and aware of what is expected from them in the event of a critical issue.	Control the Damage Ahead of Time	Can Do	2532-32
	Business Impact Analysis in place for all critical business and technology processes e.g Japan incident and Call Center (Business Banking example)	Control the Damage Ahead of Time	Can Do	2532-32
*	Use Liberty data breach as an example of how an incident should be managed. CEO going on radio, tv, twitter and other social media comms	Control the Damage Ahead of Time	Can Do	2532-32
	Taxi industry. Taxi Finance for owners - sponsored services.	Exaggerate the Experience	Can Justify	2532-42
*	Taxi Payment system. Standard bank customer that pay with SB APP or card get a discount or loyalty points. We sponsor their cost to for the transactions for the driver. Loyalty programs - driver training, food, coffee, free taxi washes.Branding on Safe Driver/Blue drive taxi.	Exaggerate the Experience	Can Justify	2532-42
	Kids/student accounts gets loyalty points for distinction or 10% improvement on points at end of year for spending on movies, studies anything.	Exaggerate the Experience	Can Shift	2532-42
	Standard bank sponsored community sport activity where community get together get coached by someone in the community. Consider a Standard bank Olympics.	Exaggerate the Experience	Can Justify	2532-42
*	Take banking to elderly with beauty & physiotherapist treatment by students that do study practicals. Or take the elderly to the bank by collecting the elderly with a Taxi and taxi them to the social grant point/bank, bank and shopping and back home.	Exaggerate the Experience	Can Justify	2532-42
	How do we bank blind people - ATM/APP internet etc enhancements.	Exaggerate the Experience	Can Justify	2532-42
*	Reinvent social grants process and the payout of the funds. Pay funds to chemist/superstores to provide basic groceries/prescribed medicine.	Exaggerate the Experience	Can Justify	2532-42
	No monthly fees in December or your birthday month. Specials on UCount partners for your birthday.	Exaggerate the Experience	Can Justify	2532-42
	School savings accounts where Bank can contribute a % to the savings account or sponsor the fees on the deposit/transfer/withdraws. Loyalty program on this accounts for stationary.	Exaggerate the Experience	Can Justify	2532-42
	Community relevant projects in help community grow trough building schools, hospitals and small manufacturing plants.	Remain Relevant	Can Justify	2532-42
*	Expand the academy and education opportunities to SB staff & Customers in the fields the bank has skill shortages.Robotics, Data analytics, Cloud computing, Data/system security.	Remain Relevant	Can Justify	2532-42
	While pushing digital platforms and solutions educate customers on cyber security and provide relevant software and software installation support.	Remain Relevant	Can Justify	2532-42
	Standard Bank providing security staff in crime areas = Outsurance traffic points-man. Training, job creation and reduction of crime.	Remain Relevant	Can Justify	2532-42
	On the Standard Bank channels create a directory of trusted Standard Bank customers providing a service in a geographical area. The payment platforms can be used to facilitate the payment and the Bank can follow-up the service with a call.	Create the Echo of a Thousand Good Times	Can Justify	2532-42
*	Employees setting an example of a positive behavior in interctions with each other and customers. Knowing your employee and your colleagues .	Create the Echo of a Thousand Good Times	Can Do	2532-42
*	Corporate identity on casual day to grow pride/brand loyalty. Beyond excellence badge or clothing to recognize the achievement.	Create the Echo of a Thousand Good Times	Can Do	2532-42
	Community activities to interact and support struggling customers/communities..	Create the Echo of a Thousand Good Times	Can Justify	2532-42
	Directory of skills available of people searching for jobs. The Bank or organisations can inquire on this database for matching the skills for available positions.	Create the Echo of a Thousand Good Times	Can Justify	2532-42
	Standard Bank history timeline - keep adding to this and make it visible. Let the customers leave there mark in our timeline. Add photo's and messages. How do we also use the platforms internally "jammer" to share success stories and events as well as feedback from clients	Create the Echo of a Thousand Good Times	Can Do	2532-42
	Customer can't transact. Communication plan of challenge and alternative solutions. Switch over to DR or 3rd party back up and then service through the alternative channel even if it is manual processing of the transactions.Compensate customers for proven loss and inconvenience. Take responsibility and Personally apologize to all customers.	Control the Damage Ahead of Time		2532-42
	Customer can't transact on prefer channel. Put communication plan into action by posting notes on the channel, send communication of channels impacted and available channels.Compensate customers for proven loss and inconvenience. Take responsibility and Personally apologize to all customers.	Control the Damage Ahead of Time		2532-42
	Transaction processed incorrectly - Fraud systems down. Assist with the correct transaction posting and reversal of the incorrect. Communication plan to all impacted parties, clients and department. Compensate customers for any proven loss due to incorrect posting. Take responsibility and Personally apologize to all customers.	Control the Damage Ahead of Time		2532-42
	Service Reliability Engineering practice/process/tool to focus on ecosystem that focus on monitoring and correcting challenges. This include the view of entering services and supporting applications. They focus on what could go wrong, communication to customers & stakeholders, create an indecent and point to failures. This includes a matrix of which people/teams get involved, when and their responsibility/accountability.	Control the Damage Ahead of Time	Can Shift	2532-42
*	Communication plan will be based on the Service Reliability Engineering process. to be executed during incident/outage at specific points based on type of indecent. Define the technology platform for communication, i.e. everything down (3rd party service, phone call), only partial etc.	Control the Damage Ahead of Time	Can Do	2532-42
*	Apology communication post the indecent/outage should include 3 aspects (1) Acknowledgement and sincere apology (2) Preventative actions taken (3) How we intent to reimburse customers for losses/cost and or inconvenience.	Control the Damage Ahead of Time	Can Do	2532-42
	Standard bank maintains documents eg ID, Licences, passport. You can access.	Exaggerate the Experience	Can Do	2532-12
	Deliver new ID to you from Home Affairs	Exaggerate the Experience	Can Justify	2532-12
*	Once you reach a savings goal. Get reward. eg for a gauranteed pick a box reward . (the different boxes will have a variety of hidden rewards )	Exaggerate the Experience	Can Do	2532-12
*	Randomly select clients to sponsor money towards their education or their kids education for future fit jobs	Exaggerate the Experience	Can Do	2532-12
	Dial 120Help# and we'll call you.	Exaggerate the Experience	Can Justify	2532-12
	Use data analytics on self service	Exaggerate the Experience	Can Do	2532-12
*	in line with the strategy of closing down branches, for customers that come into branches, after the tellers or consultants check the system and we see that youre not registered for mobile banking, we then gift you with a smart phone at the branch.	Exaggerate the Experience	Can Justify	2532-12
	Register people for Mobile App and sim card at branch, when speaking to Teller.	Exaggerate the Experience	Can Do	2532-12
	Surprise christmas cell phone give away to drive cellphone banking	Exaggerate the Experience	Can Shift	2532-12
*	Black friday month- No Bank Charges	Exaggerate the Experience	Can Do	2532-12
*	For every customer that gets to an atm and bank balance is R0 in Chrsitmas, we show a casino jackpot screen and give them R1000 before releasing their card	Exaggerate the Experience	Can Justify	2532-12
	Black Friday - Free bank charges for the week	Exaggerate the Experience	Can Shift	2532-12
*	Asset finance 'payment holiday' in December for the customer. (no installment and freeze interest for that month) for selected clients per annum. Clients will have a surprise to look forward to, as it will be by random selection	Exaggerate the Experience	Can Justify	2532-12
	Get R100 opening balance for opening an account during January since less people will generally save in January	Exaggerate the Experience	Can Do	2532-12
	Award people that aren't recognized eg Car guard , through random acts of kindness like food, clothes, education	Exaggerate the Experience	Can Do	2532-12
	Weather APIs - to look out for natural disasters, hail etc	Remain Relevant	Can Justify	2532-12
*	Have standard bank representatives in post office to serve people in rural areas. Cause post offices are there in rural areas but hardly used.	Remain Relevant	Can Justify	2532-12
*	Mobile Standard bank Branch and ATM	Remain Relevant		2532-12
	What techniques we can use to celebrate successes or solve problems.	Remain Relevant	Can Do	2532-12
*	Mobile ATM	Remain Relevant	Can Do	2532-12
	When you open an account/buy assets , don't pay for about 6 months and we freeze the interest.	Remain Relevant	Can Shift	2532-12
*	Monitor account statement to predict life milestones and react accordingly.	Remain Relevant	Can Shift	2532-12
*	Have teams that are dedicated on researching client experience in the bank, and improve it	Remain Relevant	Can Shift	2532-12
*	Create jobs for unemployed at post office as a SB representative for 'mobile bank' services	Remain Relevant	Can Do	2532-12
*	SB recycle bins	Remain Relevant	Can Do	2532-12
*	Honest and better communication between company and clients	Create the Echo of a Thousand Good Times	Can Do	2532-12
	Communicating history of services and wins	Create the Echo of a Thousand Good Times	Can Do	2532-12
*	Performance bonuses, recognize and celebrate success	Create the Echo of a Thousand Good Times	Can Do	2532-12
	Get new sent information about new posts opening if I've shared my desired career path with you.	Create the Echo of a Thousand Good Times	Can Do	2532-12
*	Open academy to prepare people to be future fit	Create the Echo of a Thousand Good Times	Can Justify	2532-12
*	Ucount as a reward program	Create the Echo of a Thousand Good Times	Can Do	2532-12
*	Give them back money lost due to our outages and any additional interest they could have accumulated	Control the Damage Ahead of Time	Can Do	2532-12
		Control the Damage Ahead of Time		2532-12
*	You call me to communicate what happened, apologize and compensate me.	Control the Damage Ahead of Time	Can Shift	2532-12
*	Sim must apologize for major outages	Control the Damage Ahead of Time	Can Do	2532-12
	Crisis helpline that stays on line with you till you're safe and sorted	Control the Damage Ahead of Time	Can Do	2532-12
*	Acknowledge and apologize for our outages/faults on social media platforms where our customers usually go to vent.	Control the Damage Ahead of Time	Can Do	2532-12
*	After major issues with asset finance, providing the clients affected with a year free of installments and a freeze on interest during this period.	Control the Damage Ahead of Time	Can Do	2532-12
	1. Birthday wish pop up	Exaggerate the Experience	Can Do	2532-52
	Wishing and acknowledge clients on their anniversaries	Exaggerate the Experience	Can Do	2532-52
	Fees reversals on special occasions i.e. random customers born on public holiday,	Exaggerate the Experience	Can Justify	2532-52
*	using the broken window theory to co-create the environments our customers want to live in. fixing street light, communities centers and ensure we make it customer centric and not focus too much on the bank brand	Exaggerate the Experience	Can Do	2532-52
	new cars for the first (two) few customers	Exaggerate the Experience	Seemed Like a Good Idea at the Time	2532-52
	TO WOW CUSTOMERS WITH UPTIME OF ATM... CREATE A DEDICATED TEAM TO SUPPORT AND SERVICE AN ATM CENTRE FOR A WHOLE MONTH TO ENSURE THAT THE SITE DOES NOT GO OFF.	Exaggerate the Experience	Can Justify	2532-52
	Grocery Flash Mob - stake out random shops and refund customers their purchase when they use their SB bank card or samsung pay/ snapscan.	Exaggerate the Experience	Can Justify	2532-52
	Customer & Employee Awareness of Products & Services	Exaggerate the Experience	Can Do	2532-52
	Open Some branches for 24 Hours/ extended hours during paydays or high peak periods	Exaggerate the Experience	Can Justify	2532-52
	Taxi Campaigns - installation of advertising devices on taxis	Exaggerate the Experience	Can Justify	2532-52
	Develop a lite version of the SB banking app for data saving & space saving purposes.	Exaggerate the Experience	Can Shift	2532-52
	Improve Systems Stability by placing dedicated monitoring team	Exaggerate the Experience	Can Shift	2532-52
	Electronic/digital Payment for taxis with reduced fees as an SB customer	Exaggerate the Experience	Can Justify	2532-52
	Make a Wish for under privileged children	Exaggerate the Experience	Can Do	2532-52
	Buy Discovery Bank	Exaggerate the Experience	Seemed Like a Good Idea at the Time	2532-52
*	Preventative awareness and education initiatives for Boys and Men on GBV, rape and abuse.	Remain Relevant	Can Do	2532-52
	As a Bank support government initiatives to combat corruption for example initiate block chain tools and technologies	Remain Relevant	Can Shift	2532-52
	Funding for Installations of power generation equipment in needy communities	Remain Relevant	Can Shift	2532-52
	Partnerships to power generation initiatives for public facilities i.e. Libraries, Clinics,	Remain Relevant	Can Justify	2532-52
	Create park and ride facilities to enable communities access transportation	Remain Relevant	Seemed Like a Good Idea at the Time	2532-52
	Create car pool and lift clubs opportunities and rewards for using such facilities	Remain Relevant	Can Shift	2532-52
	Awareness programmes for water conservation initiatives in areas with poor services	Remain Relevant	Can Justify	2532-52
	Initiate financial management training programmes for municipality and council staff	Remain Relevant	Can Justify	2532-52
	Develop Mobile Application for fault reporting for municipal services	Remain Relevant	Can Justify	2532-52
	Support initiatives to record unregistered immigrants through Banking products	Remain Relevant	Can Justify	2532-52
*	Refurbishing depreciated computer equipment for the use in underprivileged schools	Remain Relevant	Can Do	2532-52
*	Co creating with clients to improve their communities. Broken window theory. Allowing clients to use Ucount rewards.	Create the Echo of a Thousand Good Times	Can Do	2532-52
*	Donating depreciated laptops and machinery and install educational programs and donating them to schools and include computer labs.	Create the Echo of a Thousand Good Times	Can Do	2532-52
	Expand Coding Basics to outlaying provinces in South Africa	Create the Echo of a Thousand Good Times	Can Shift	2532-52
	Coding Academy in the bank	Create the Echo of a Thousand Good Times	Can Do	2532-52
	Having a nursery service at bank buildings at banks	Create the Echo of a Thousand Good Times	Can Justify	2532-52
	Language & Business Conduct Coaching for school kids in rural areas	Create the Echo of a Thousand Good Times	Can Shift	2532-52
	Reward clients for achieving their savings goals that they've committed to.	Create the Echo of a Thousand Good Times	Can Justify	2532-52
	Geo-location safety between the Banking App and the Card	Create the Echo of a Thousand Good Times	Seemed Like a Good Idea at the Time	2532-52
	Broader bank based mentor-ship & coaching within the bank	Create the Echo of a Thousand Good Times	Can Do	2532-52
*	greater awareness and education around staff assist	Create the Echo of a Thousand Good Times	Can Do	2532-52
	Broader bank based mentor-ship & coaching within the bank	Create the Echo of a Thousand Good Times	Can Do	2532-52
	system is down when customers need it	Control the Damage Ahead of Time	Can Do	2532-52
	Loss of trust and ability to transact	Control the Damage Ahead of Time	Can Do	2532-52
*	Taking ownership and responsibility of the damage without blaming someone else	Control the Damage Ahead of Time	Can Do	2532-52
	Sincerity in response from Top Exec of GIT	Control the Damage Ahead of Time	Can Do	2532-52
	Assurance of improved monitoring to ensure GIT avoids occurrence of the damage	Control the Damage Ahead of Time	Can Do	2532-52
	Buy Uniforms to wear during recovery of downtime	Control the Damage Ahead of Time	Can Do	2532-52
	Be ahead of the problem and effectively communicate with our clients by perhaps having a robot indicator on the app, that will let customers know before they log in that it's up or down	Control the Damage Ahead of Time	Can Do	2532-52
*	issue a personalised certificate to customers to apologise and they can share these with their clients: https://www.realestate-tokyo.com/living-in-tokyo/transportation/train-delay-certificate/	Control the Damage Ahead of Time	Can Do	2532-52
	Complimentary tea & coffee & snacks	Control the Damage Ahead of Time	Can Shift	2532-52
	December is on us ! Free banking for Christmas ! ( banking for the month of December is free, giving customers relief during the long haul to Jan payday! - announce via SMS )	Exaggerate the Experience	Can Justify	2532-22
*	U-count rewards bonus based on years on loyalty to the bank - account or membership - based on year milstones, such as 1, 5, 10, 15......	Exaggerate the Experience	Can Do	2532-22
	Festive data !! free data for the holidays to stay in contact with your loved ones - 1gig!	Exaggerate the Experience	Can Justify	2532-22
	Random Gifts for non customers R100 to-pup on instant money!!	Exaggerate the Experience	Seemed Like a Good Idea at the Time	2532-22
	Split your trip !! We are always with you !! 2x 1/2 price Uber vouchers per year to connected events or to keep you safe. Or pay for your Uber to your nearest branch.	Exaggerate the Experience	Can Justify	2532-22
	Cash reward on your birthday -wishes you on your birthdays or anniversaries, or special events like birth	Exaggerate the Experience	Seemed Like a Good Idea at the Time	2532-22
	Intelligent KYC - either by facial recognition, fingerprint or card tap. Will make service more personal and faster. Also ask what service you are interested in and AI can direct you to the correct queue as well as prompt the employee behind the desk.	Exaggerate the Experience	Can Justify	2532-22
	Personal family milestones.. Gift based on something personal in ones life, ie school anniversaries, wedding, ect...	Exaggerate the Experience	Can Do	2532-22
	Have "pop up branches for the day " in remote area's for those without access (elderly, disabled, no transport) around pension days, month ends, festive seasons etc	Exaggerate the Experience	Can Justify	2532-22
	Step 1, Really get to know your customers, know what is happening in their lives, know important events, know their business. Do surveys , use data insights and provide - free relevant research to Small & Med companies, free information around life events when they happen ( school, varsity, death, retirement, birth ) We have most of this available and can easily fill any small gaps. Offerings should be country relevant and we do have specific data Eg : we have seen hundreds of situations of small companies in trouble and information around different problems and how they succeeded/failed - why not make this data available to not only our customers but to all - become the bank that shares! Offering free tax advice to customers.	Remain Relevant	Can Justify	2532-22
*	Make the names of our products more relevant to the target markets, use modern relevant terms that are well understood and known eg Majojo burgers, another eg stan = understand .. play on stan dard bank - we understand. Use country specific names in the relevant languages ... eg savings may be able to be related to some funky concept or catch phrase in Kenya and another in Uganda - Stay relevant !	Remain Relevant	Can Do	2532-22
	Home affairs - Long queues - information access to our customers to enable them to view all their info, update details, submit documentation, print lost ID.s , request birth certificates, we have this for our staff, lets remain relevant and offer it to our customers!	Remain Relevant	Can Justify	2532-22
*	VAF - Vehicle license renewals at the branch !!! we already do Natis.... Why not allow this to be done via an app - payments - then just collect at your nearest branch	Remain Relevant	Can Shift	2532-22
	"Benify" - for customers in today's digital age, time is everything, show our customers we understand this by pulling all their current benefits being utilised and investments into one view as well as provide them with what benefits are still available to them available.	Remain Relevant	Can Justify	2532-22
	Make the branches fit for the communities they serve - deco, staff dressing and Applications - eg for rural communities with aged folk have rural type retro benches that reflect their era. At student campuses have funky digital rooms with successful employees or clients of the past. Front of the standard mobile app to depict real community and customer pictures with their stories.	Create the Echo of a Thousand Good Times	Can Do	2532-22
*	Tell stories ! we have 150 years of stories ! Find interesting local customers and tell their story !!! Specific Research and creation of Montages on social media, our digital platforms (All) as well as in the branch - these need to be area specific, language specific and more personal (via video or snapshots)	Create the Echo of a Thousand Good Times	Can Do	2532-22
*	Tell stories !! Find interesting employees and tell their story !!! to other employees and our customers alike. Eg Funeka's story, Everyone has a story - I am currently one of 3 generations of SBSA women in banking spanning 70 years of legacy & loyalty and still "employed " by SBSA (my mom - SBSA pensioner , myself - currently in IT, My daughter - currently in GIT )	Create the Echo of a Thousand Good Times	Can Do	2532-22
	In the event that we failed to process one of the transactions, customers can be credited a scaled portion of the value of the transactions, as well as the transaction fee being cancelled.	Control the Damage Ahead of Time	Can Justify	2532-22
	Communications on major service disruptions would be sent to customers within 15 minutes of validation of the issue. DO not want to send any sooner until the cause is validated or possibility of the system recovering within the 15 mins	Control the Damage Ahead of Time	Can Shift	2532-22
	In major service disruptions wheres customers cannot transact for extended periods, Alpheus and respective head makes a public apology explaining the cause, impact and what will be done to rectify and prevent this going forward	Control the Damage Ahead of Time	Can Do	2532-22
	Aftersales personal messaging and followups to check in with the customer if they managed to recouperate from the event	Control the Damage Ahead of Time	Seemed Like a Good Idea at the Time	2532-22
	Disaster response scenario planning per service with scripted responses where possible to enable faster communication. This would also require the branch emergency response teams to be trained and practice these scenarios	Control the Damage Ahead of Time	Can Shift	2532-22
*	At branches, if there is system outages affecting customers, there is a physical, visible, knowledgable person in a maintenance uniform who is on the floor communicating with customers with empathy.. Person should be empowered to make things right, from coffee to financial reparations within guidelines.	Control the Damage Ahead of Time	Can Do	2532-22
*	"We are on it !" Video to depict all the visible actions that standard bank are taking in order to address a disaster. War / Control / Crisis room alert and Alpheus alert, show critsit room with all engineers working on the problem. Show emergency personnel on the floor in the branches. Exaggerate it !!!!!!!!!!!!!!	Control the Damage Ahead of Time	Can Do	2532-22
	Create the capability ahead of time to enable targeted communications to all people who were actually impacted (those trying to transact at the time of the service disruption)- use data and logging to find out those impacted and send personal comms/ apologies/ reparation to them.	Control the Damage Ahead of Time	Can Shift	2532-22
	Community spaces within branches to offer facilities for people (everyone) to work, study, some time on the internet etc.	Exaggerate the Experience	Can Do	2532-43
	Pop up spaces to offer facilities for people (standard bank customer benefit) to work, study, some time on the internet etc.	Exaggerate the Experience	Can Shift	2532-43
	Interactive agent who can assist customers with how to use the app/internet banking in real-time On all of our customer facing websites	Exaggerate the Experience	Can Shift	2532-43
	A tile on the banking app (i.e. My cousin) that is a referral portal of services offered by 'cousins' of standard bank staff. I.e. if i am looking for a plumber, i can look on the app and see a trusted reference (because the staff use it or it is a family member of the staff)	Exaggerate the Experience	Can Justify	2532-43
	Open up Snapscan for Person 2 Person transactions. i.e. i need to pay you, show me yo QR code, i open up the app and pay you by scanning your code	Exaggerate the Experience	Can Justify	2532-43
	Get my license disk, not from the licensing department, from wherever i can print and use my standard bank card/profile to authenticate	Exaggerate the Experience	Can Shift	2532-43
	A facility to provide assistance for personal emergencies i.e where a customer might not have medical aid but does have funds in the account (our systems are down but the person needs help) Enable offline capability for limited transaction types	Exaggerate the Experience	Can Do	2532-43
	Make it easier without accounts to make payments *for people	Exaggerate the Experience	Seemed Like a Good Idea at the Time	2532-43
	Ucount more than points. i.e if a customer buys a car from us, we can workout the mileage and offer them a free set of tires when their tires might be due for replacement	Exaggerate the Experience	Can Justify	2532-43
	Refund our customers bank fees on significant occasions	Exaggerate the Experience	Can Do	2532-43
	Everytime a customer makes a card payment a portion of the payment goes towards a savings account that i cannot access for x number of years This is a secret account that only is revealed to the customer on a special occasion (i.e getting married)	Exaggerate the Experience	Can Shift	2532-43
	When opening an account get free life insurance	Exaggerate the Experience	Can Justify	2532-43
	Touch on many aspects of a customers need. If they are coming in for a loan, understand why and offer something relevant, outside of banking. i.e. business impacted by load shedding, provide options on sourcing a generator.Help solve the underlying problem, offer the right solution.	Remain Relevant	Can Shift	2532-43
	ICAS type facility for all anyone for whatever a persons problem is, there is a line they can call toll free and get professional advice by caring social workers - students, parents, entrepreneurs etc...	Remain Relevant	Can Justify	2532-43
	provide a facility (i.e. transport) to allow schools in the township to access facilities of 'richer' schools	Remain Relevant	Can Justify	2532-43
	Setting up skill centers, fixing up CVs, assistance with available jobs etc...	Remain Relevant	Can Justify	2532-43
	Create support systems for victims of addictions	Remain Relevant	Can Justify	2532-43
	Bring back the take me home service	Remain Relevant	Can Justify	2532-43
	Use the Feenix system to provide a platform for social contributions to assist with the current social concerns (floods, fires etc.)	Remain Relevant	Can Do	2532-43
	Having a personal experience with a bank representative that delivers where necessary. E.g. visiting elderly's home to show how to use the app or personally delivering credit cards/documents instead of expecting the client to come into the branch.	Create the Echo of a Thousand Good Times	Can Shift	2532-43
	Inviting employees, customers, community members to share their stories of their Std Bank experience on digital platforms, like social media, websites and apps. Publish and share feedback. This is specific Group IT stories.	Create the Echo of a Thousand Good Times	Can Do	2532-43
	Share initiatives where the organisation does give back to the communities, e.g. the old laptops given to under-privileged communities.	Create the Echo of a Thousand Good Times	Can Do	2532-43
	Wall of heroes, sharing inspirational stories about our employees, customers and communities on public and social media platforms	Create the Echo of a Thousand Good Times	Can Do	2532-43
	Following up with customers to understand gaps in the service delivery due to the branch closures. Getting feedback from employees that were impacted by the branch closures and providing support to them.	Create the Echo of a Thousand Good Times	Can Justify	2532-43
	Following a child's every milestone from opening a kiddie account, to high school, university, first job, home, car etc and documenting this journey and how standard bank has assisted their growth.	Create the Echo of a Thousand Good Times	Can Do	2532-43
	Know and understand your customer, employee and community and try to personalise that via social media.	Create the Echo of a Thousand Good Times	Can Justify	2532-43
	Celebrate employee, customer milestones by including them in executive breakfasts, lunch, public shout-outs	Create the Echo of a Thousand Good Times	Can Do	2532-43
*	When the "bank" is offline, provide an offline limit facility (via their card) that will kick in and the customer will not know that there was an issue if transacting via POS. We as a bank will take on the risk, from a merchant perspective we will waiver the merchant fee for the offline risk/inconvenience. From a cardless perspective, we could provide an offline QR code in the app that the customer can use in emergency situations	Control the Damage Ahead of Time	Can Shift	2532-43
	If a customer cannot make a payment due to a bank system issue and there is nothing that the bank can do at that time, we as a bank will personally call the customer. Via logs we can see what the customer was trying to do and offer them a courtesy gift for the trouble we have caused. i.e. if they were trying to buy something at Makro, offer a Rx uCount voucher to the value of the failed transaction that can be used at Makro for their next purchase	Control the Damage Ahead of Time	Can Justify	2532-43
	If there are incorrect fees being charged, for whatever reason or situation, the default position should be that this is a bank issue. We will reverse the fees, going back as far as the customer states the issue has occurred. The front-line team is empowered to make these decisions unilaterally. We will offer a gift in uCount points / Data / Airtime as our way to give them back a bit of the inconvenience for the issue experienced.	Control the Damage Ahead of Time	Can Shift	2532-43
	False positive fraud alerts in the middle of the night. A courtesy call in the morning explaining the metrics that caused the alert to generate, how we are going to refine the model and a voucher for the troubles. i.e a coffee voucher for the early start	Control the Damage Ahead of Time	Can Shift	2532-43
	Governance becomes a business enabler to stay relevant. e.g to reduce fee to stay competitive for instant payment. International payments has a lot of red tap clearance which result in making transactions more costly and more spent on resolving the transaction	Remain Relevant	Seemed Like a Good Idea at the Time	2532-53
	Big events e.g. black Friday - we can advise client how much credit that they could spend without getting into debt after the event as well as rewards that they could earn if they spend at our partner stores	Remain Relevant	Can Shift	2532-53
*	to stay relevant by always being innovative with products by including crowd sourcing to understand user needs	Remain Relevant	Can Do	2532-53
*	to allow user to be involved in creating new products e.g. creating a new champagne - house of south and allows the bank to promote and fund it	Remain Relevant	Can Do	2532-53
*	Paying your salary in December earlier than usual so you can have a good Christmas by getting your Christmas shopping earlier	Create the Echo of a Thousand Good Times	Can Do	2532-53
*	#momentsthatmatter - Birthday - employee would like a special message and a personalised gift or even a day off -word of mouth, social media etc	Create the Echo of a Thousand Good Times	Can Do	2532-53
	constant monitoring of the ATM by a camera to identify possible fraud or suspicious activities #tumitherobot - social media	Create the Echo of a Thousand Good Times	Seemed Like a Good Idea at the Time	2532-53
*	bank provides a full on package when a purchase home or car - on the app client or employee can choose and also do an estimate for all the service	Create the Echo of a Thousand Good Times	Can Do	2532-53
*	Leave days should not be auto sold and not be taxed , should be given in cash format e.g. cash voucher or employee has the option to extend if not being sold	Create the Echo of a Thousand Good Times	Can Do	2532-53
*	Daycare should be introduced at the workplace - will influence the community perspective regarding the organisation -word of mouth	Create the Echo of a Thousand Good Times	Can Justify	2532-53
*	Providing services (e.g. plumber / electrician etc) to clients and employees in their requested area (locally) - central database on app or online, to see what is available	Create the Echo of a Thousand Good Times	Can Shift	2532-53
*	Empower call centre agents to solve clients requests upfront instead forwarding to the back end office with a turn around time	Control the Damage Ahead of Time	Can Do	2532-53
	Due to an outage in the bank, clear and concise communication to the client must be communicated and once the outage has been resolve another communication must go out describing what had gone wrong and offering them a reward according to the time of the outage	Control the Damage Ahead of Time	Can Do	2532-53
	Personalised Experience - treated as an individual not being grouped , either at a branch or via online banking	Exaggerate the Experience	Seemed Like a Good Idea at the Time	2532-53
	Rewarding clients when using any transportation	Exaggerate the Experience	Seemed Like a Good Idea at the Time	2532-53
	Opening day of schools - branded clothing items sponsored	Exaggerate the Experience	Can Do	2532-53
*	Standard Banking branding in disadvantage areas to promote products in the bank	Exaggerate the Experience	Can Do	2532-53
*	Gifting a client on a special day which they advise on opening their account with either specialised gifting or valuable	Exaggerate the Experience	Can Do	2532-53
	Able to transact with the bank without an account no	Exaggerate the Experience	Can Justify	2532-53
	Cardless banking across all channels without having an account no or card no	Exaggerate the Experience	Can Justify	2532-53
	Charity vouchers will be awarded to you to buy groceries/toys etc to donate to your charity organisation of your choice	Exaggerate the Experience	Can Justify	2532-53
	Customer queries to be resolved in real time	Exaggerate the Experience	Can Justify	2532-53
	Client has the ability to resolve their own queries to give client control of their bank account e.g. reverse debit orders	Exaggerate the Experience	Can Do	2532-53
	No limits for banking	Exaggerate the Experience	Seemed Like a Good Idea at the Time	2532-53
*	Voice banking - giving the bank instructions for banking transactions via voice	Exaggerate the Experience	Can Justify	2532-53
*	Paying school fees from your gross income, and get rewarded for your child savings	Exaggerate the Experience	Can Do	2532-53
*	Stay relevant by using social events to promote customers #momentsthatmatter i.e open days for schools, promote saving accounts in the younger generation	Remain Relevant	Can Do	2532-53
*	Rewards programmes for children for activities at school e.g. sport events, as well as a learner journey that can include academic as well as sporting where they will be rewarded for progress and achievement	Remain Relevant	Can Do	2532-53
	#Momentsthatmatter e.g. wedding - create invites as well setup for your new life	Remain Relevant	Seemed Like a Good Idea at the Time	2532-53
	Reward your client good behaviour with money rewards e.g savings before goal time expired, pay debt before on time for a consecutive period of time.	Remain Relevant	Can Do	2532-53
*	to stay relavant within digital world we become a platform bank where we partner with different service providers and give our client the most diverse services possible. e.g. uber and air bnb	Remain Relevant	Can Shift	2532-53
	1. Easy and immediate access for any problem to be solved online .	Exaggerate the Experience		2532-33
*	Expert available online to solve clients problem. Meaning the person needs to have the knowledge and authority to solve any problem 24/7	Exaggerate the Experience	Can Justify	2532-33
*	2. Point of sale purchases - if the system is offline , vendor has the surety to let the client leave with their goods and payment will be sorted out later	Exaggerate the Experience	Can Shift	2532-33
	3. If the bank screws up in anyway, we reward you (client)	Exaggerate the Experience	Can Justify	2532-33
	4. App for taxi drivers and taxi commuters similar to the UBER app. Bank can subsidize part of the trip. App can be free if taxi drivers have an account with Standard Bank	Exaggerate the Experience	Can Justify	2532-33
	5. Standard Bank express trolley check out - not limited by the amount of items in your trolley but if you are a Standard Bank customer, you go to this express line	Exaggerate the Experience	Seemed Like a Good Idea at the Time	2532-33
	6. Scan, pay, show and go ( in retail stores, to prevent standing in queues and being helped by actual tellers	Exaggerate the Experience	Can Justify	2532-33
	7. Mobile branch comes to you with technology to conduct transactions immediately.	Exaggerate the Experience	Can Justify	2532-33
	8. Voice activated app user interface - customer says what they want and the app takes you to the place where you can do the transaction	Exaggerate the Experience	Can Shift	2532-33
	Employment readiness programme - takes graduate through a programme to make them employable	Remain Relevant	Can Shift	2532-33
	Graduates that cant find jobs - help them to create their cvs, practice for job interviews and get basic skills required to find a job	Remain Relevant	Can Shift	2532-33
*	Standard bank village - place where people can live, be fed, get trained and coached on apps , cloud training etc	Remain Relevant	Can Justify	2532-33
	Optimize state services with our skills to reduce time spent in these organisations, i.e government hospitals when you have to wait a long time for medication	Remain Relevant	Can Shift	2532-33
*	create telecommuting centers with large corporates in proximity to where people live	Remain Relevant	Can Justify	2532-33
	increase the teaching fraternity by making teaching more appeal able. Reward teachers for being better	Remain Relevant	Can Justify	2532-33
	special banking package for teachers	Remain Relevant	Can Justify	2532-33
	Promote and create an Artisan trade program and if you have standard bank insurance, you have access to this group of artisans	Remain Relevant	Can Justify	2532-33
	Car Licence renewals to be done by youth centers in order to create jobs	Remain Relevant	Can Justify	2532-33
	Let staff at the branch decorate the branch as they would like	Create the Echo of a Thousand Good Times	Can Do	2532-33
*	create a biography easter egg tile on our app that once a customer clicks on it, they would learn something about a staff member	Create the Echo of a Thousand Good Times	Can Do	2532-33
*	giving a face to the people that built the app - message from the developers	Create the Echo of a Thousand Good Times	Can Do	2532-33
	when funeral policies are cashed out, ask the person what they would want people to know about the deceased and we could post that on our graffiti wall or the app or internet platform	Create the Echo of a Thousand Good Times	Can Do	2532-33
	on app or internet banking platform - customers recognizing customers - a customer submits a story about something good that someone has done and people are asked to vote for the best story on a weekly or monthly basis	Create the Echo of a Thousand Good Times	Can Justify	2532-33
	graffiti wall in the branch where staff and customers can share good experiences this could be electronic and date driven. i,e like a notification on the tellers screen when its the clients birthday so that the teller can wish the customer	Create the Echo of a Thousand Good Times	Can Do	2532-33
	Graffiti wall at the airport - Come share your standard bank experience with us	Create the Echo of a Thousand Good Times	Can Do	2532-33
	platform for customers to recognise and complement staff	Create the Echo of a Thousand Good Times	Can Do	2532-33
*	when someone comes into the branch to cash out a funeral policy, the bank should send flowers and a condolence message to the family	Exaggerate the Experience	Can Do	2532-33
*	Communicate to customers ahead of time when we have planned downtime giving them sufficient info and alternative options. Maybe reverse service fees to customers for this inconvenience	Control the Damage Ahead of Time	Can Do	2532-33
*	if point of sale declines incorrectly - we need to apologize and compensate the customer (airtime, loyalty points,reduced service fees, retail voucher linked to the event)	Control the Damage Ahead of Time	Can Justify	2532-33
*	For corporate and large business clients that experience issues, we send people out to you for onsite support - VIP service	Control the Damage Ahead of Time	Can Shift	2532-33
*	When your account is double debited with transactions, we need to apologize with a personal message and reimburse the client for the related amounts	Control the Damage Ahead of Time	Can Justify	2532-33
*	we need to have an 'always available services' page for customers to see and have a campaign around this to educate customers	Control the Damage Ahead of Time	Can Do	2532-33
	Establish a "we care for our customers' page where customers can add comments of how who gave them good service or redeemed ourselves after doing something wrong	Create the Echo of a Thousand Good Times	Can Do	2532-33
*	When we have outages, we need to communicate more openly about the outage, and what exacted happened, the route cause analysis and what are our next steps as well as what are you going to do to prevent the issue from happening again	Control the Damage Ahead of Time	Can Do	2532-33
	Supporting equality and sustainability campaigns by allocating resources, time, etc. to make the world a better place.	Remain Relevant	Can Do	2532-23
	Partnering with international communities to create local capabilities - for example "exchange professional program".	Remain Relevant	Can Justify	2532-23
	Create positive reinforcement, by rewarding good practices.	Remain Relevant	Can Do	2532-23
*	Extending internal services to communities when we are not using them - for example, free WiFi at our people who need it.	Remain Relevant	Can Do	2532-23
*	Use the internal TV channel from celebrate our customers to personalize for the people who are in the branch. Leveraging the technology like biometrics (facial recognition) to see who are in there.	Create the Echo of a Thousand Good Times	Can Justify	2532-23
	Repurpose the branch in to a truly personalized experience for what customers come to the branch for.	Create the Echo of a Thousand Good Times	Can Shift	2532-23
*	Use Data and AI to understand the what the customers want be for they arrive or as they arrive.	Create the Echo of a Thousand Good Times	Can Shift	2532-23
	Create standard bank clinic to support the basic needs of the customers, with free monthly consultation for our customers.	Create the Echo of a Thousand Good Times	Seemed Like a Good Idea at the Time	2532-23
*	Celebrate the successes of our employees, and focus on staff and take interest in their personal lives.	Create the Echo of a Thousand Good Times	Can Do	2532-23
	Send messages to partners and kin to create to include family in the workplace.	Create the Echo of a Thousand Good Times	Can Do	2532-23
	Getting involved in community based projects and support local initiatives.	Create the Echo of a Thousand Good Times	Can Do	2532-23
	Use the standard bank properties to support community initiative - offer an auditorium to local events, running food kitchens from these properties, etc.	Create the Echo of a Thousand Good Times	Can Shift	2532-23
	Treat customers with empathy, by understanding their perspectives.	Create the Echo of a Thousand Good Times	Can Do	2532-23
	Make the relationship with our customer bi-directional; more listening of what they need.	Create the Echo of a Thousand Good Times	Can Do	2532-23
	Proactive response to System Outage (unable to transact), Fraud and Security incidents	Control the Damage Ahead of Time	Seemed Like a Good Idea at the Time	2532-23
	Lack of consistency in the consequence management - create a "learning from disaster" culture.	Control the Damage Ahead of Time	Can Do	2532-23
	Communications to an issue; we do not communicate proactively - this is done after the fact	Control the Damage Ahead of Time	Can Do	2532-23
	The customer service team are not capacitated to deal with a complain	Control the Damage Ahead of Time	Can Shift	2532-23
	redesign our communicating channels to work even systems are down	Control the Damage Ahead of Time	Can Justify	2532-23
	Create a duplicate capability and alternative means to ensure that customers can still transact when one system	Control the Damage Ahead of Time	Can Justify	2532-23
*	Empower customers service to communicate and discuss with customer	Control the Damage Ahead of Time	Can Shift	2532-23
	Compensate the customer while we investigate to minimize impact on the customer	Control the Damage Ahead of Time	Can Justify	2532-23
	We complete the transaction on the customer's behalf that we have inconvenienced and offer an apology on behalf of our customer.	Control the Damage Ahead of Time	Can Justify	2532-23
*	Bank to distribute smartphone/tablets with Standard Bank App to random underprivileged people at shopping malls, schools, etc. Loaded with learning tools in all official languages together with a power bank.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	2532-23
	Mobile app with a birthday voucher, or extra cash at the ATMs. Loyal customer anniversary gift! For example, paying off the car/home loan.	Exaggerate the Experience	Can Justify	2532-23
*	Get a water tank ("Jojo") when you get a home loan, together with a full solar system to get off the grid... to help the planet from global warming	Exaggerate the Experience	Can Justify	2532-23
*	Lobola payment when you get a home loan, for newly married couples.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	2532-23
*	Employees spending time (a week or more) teaching coding languages within communities e.g. schools.	Exaggerate the Experience	Can Justify	2532-23
	Pay customer medical bills paid at the birth of a child for customer.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	2532-23
	no bank charges for pensioner customers.	Exaggerate the Experience	Can Do	2532-23
	no bank charges for the youngest (by age) 10,000 customers.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	2532-23
*	Free bank account origination at birth for 100 randomly selected babies with a R1000 balance to be accessed after 18 years...	Exaggerate the Experience	Can Do	2532-23
	Free digital training for the elderly/aged...	Exaggerate the Experience	Can Do	2532-23
	Free car washes with a tank of petrol per month if you buy a car from Standard Bank	Exaggerate the Experience	Can Justify	2532-23
	Free medical assessments for customers at the branch	Exaggerate the Experience	Seemed Like a Good Idea at the Time	2532-23
		Exaggerate the Experience	Can Do	2532-23
	Use the banking platform to send money during disaster, collecting from customers.	Remain Relevant	Can Do	2532-23
*	Providing industry knowledge to small business and communities on financial management - like Stokvel.	Remain Relevant	Can Shift	2532-23
	Banking community projects, like Stokvel giving boreholes loan with no interest charged.	Remain Relevant	Can Justify	2532-23
	Working with communities to understand their needs and work with them to resolve.	Remain Relevant	Can Shift	2532-23
	Using Standard Bank expertise to share with communities to solve problems - reports, podcasts, social media, economics.	Remain Relevant	Can Do	2532-23
	Sharing capabilities in security because small business do not have capacity and are vulnerable, for example free anti-virus (industry). Contribute to industry body of knowledge.	Remain Relevant	Can Shift	2532-23
	The client can Video call the banker for service anytime (24/7) Help my customer get their Christmas gifts, at the best price, close to where they live Ability to pickup battery going flat, airtime and data running out on a mobile phone, and send help. Provide free data to access mobile app No queues at banking for anything you do. Appointments and alerting of availability to assist you. Connect our business customers to the people who can buy their products, it can be with advertising too Add value for customers who are taking home loans or buying house, by assisting with the moving into the house. Any letters from the bank should be rapped in a nice packet and attract clients to make them feel special, like receiving flowers at the office, or a bottle of wine Personalised bank cards with input from the clients Motivational daily message from the bank to all the clients The bank could help the clients with the monthly budget The bank could help suggest / recommend savings for the clients based on their banking behaviour, with incentives on it. The Mobile App to show the closest CALTEX garage to you for your petrol needs Free banking from Standard bank to Standardbank to incentivise the clients Knowing who to call as a bank employee when you have banking issues or someone you know Mechanism of Paying for services without a card or phone when you are stranded, i.e petrol	Exaggerate the Experience	Can Do	2532-13
	We can remain relevant by helping our clients to benefit in saving for using the products (We want to help people have more disposable income at the end of the month) Principle: We want to help people to have more disposable income at the end of the month - Examples are: Having alliances with big retailllers so that when our custmers swipe or transact with them, they get a rebate or a discounted price. Another example, for people transacting with standard bank to std bank accounts, we reduce fees thus providing more savings for them to have disposable income. Example: Based on knowing what our customers often buy, we can approach the producer and negotiate reduced pricing for buying in bulk to pass back to our customers as incentive. Principle: Help educate our people on financial management Example: In schools we dont teach kids how to manage money, save, budget responsibility. We could introduce more training or online training which helps people to reach their goals in life and the importance of planning and what you do now could affect your future. We can also do roadshows or showcases or slots at schools or places where many people even adults need this type of stuff. Principle: Many small businesses have business ideas but dont know how to make it happen. example: Train the small businesseses with ideas how to do business plans and get connected. Example:We also need to make more people aware that this exists so that people who fear starting a business will feel supported Principle: We are all busy and have no time. So we look for value add services. Example: the way we have a personal assistant or a domestic helper, why dont we also have a banking helper. This would mean that this person would make sure my monthly bills are paid, money is set aside for my kids allowances or for stuff has to be done. Someone who is my assistant to do my transactional stuff aligned to my budget. Principle: everyting is going diigital.. so we have way too many username and passwords. Example: why cant we have a single sign on provided by a trusted bank which we can use for other places like the way you can use a facebook or gmail acccount in many websites. And with this signon, you can then transact with your cards without having to capture it with that site or recapture all your details because now its there Principle: People still need face to face service so with our branches closing, we leave a gap for people who want that. So we could have a mobile branch in like a vehicle who could drive around periodically to these places so that the need is still met Principle: As citizens of SA, we all hate corruption. Corruption is caused by money being pass around without trace. Imagine a cashless country. Idea: We eliminate physical cash as much as possible by introducing solutions wherever people use cash to move to electronic cash so that its traceable. So imagine if south africa had no physical cash and everyone had to transact digitally. This would have reduced costs for everyone and its traceable and it will reduce CRIME where cash is stolen Principle: Help unemployed people Example: We helping business to start up who need people, so can match people up. Or we can help train people for where skills are needed to grow business in africa or give ideas/opportunities to partiicpate in business growing (eg if you unemployed, you can help contribute to a business startup and maybe you wil get hired. Example: Std Bank could also be aware of clients who are not employed - we try and help find them a job so that we also not at risk of loans not being paid etc. Principle: Everyone does not have a digital smart phone which is how we want people to transact in the future so example why not give free smart phones to clients with all that is needed to enable them with how to use it etc Help subsidise phones with monthly installments etc There could be incentives for use of certain features which will reduce the price to pay Principle: Everyone loves sport So offer incentives related to sports eg reduced prices tickets for being a good customer, provide tickets to sought after games, We offer tickets to CIB customers but why not private customers, We could help developing sports people to raise sponsorship through our network	Remain Relevant	Can Justify	2532-13
	Get involved in initiatives for drought relief for our communities Build strong relationships with our customers, know our clients better to understand their needs. Help build ways to have Standard Bank employees have intimate relationship with our customers. Build a way for staff to engage customers on an individual level, where each staff member (based on location) is allocated a customer to form a relationship with. Understand their 'moments that matter' Create cross functional teams that take complaints and turn them into positive experiences - communicate success stories Set up forums where people can share their issues (for a common cause) and assist them within the community, can be done on an individual basis but funded through the Group Nominate client success stories and achievements that can be rewarded and communicated within local communities (create FOMO) Share personal good news stories within Group IT to form relationships amongst the staff - celebrate birthdays, achievements, anniversaries, etc. Create support groups for people experiencing similar situations - how can we help? (e.g. community policing forums, upskilling communities, entrepreneurship, local farmers markets) Find alternative ways for our staff to connect with our clients on a personal basis - how do we do this based on our digital platform strategies?	Create the Echo of a Thousand Good Times	Can Do	2532-13
	What can go wrong in our client experience? Unable to access their banking services due to system outages. For Outages: The bank to use the App, Websites, big retailers to communicate to clients, Show transparency in many ways of what is being to manage the crisis, i.e Hawkeye room, War room. The CEO to take accountability and be at the forefront of the communication, to apologise and provide details of the outage. Standard Bank App added feature to alert you when there is an outage, and customised by the users.	Control the Damage Ahead of Time	Can Do	2532-13
	The client can Video call the banker for service anytime (24/7)	Exaggerate the Experience	Can Do	2532-13
	•Help my customer get their Christmas gifts, at the best price, close to where they live	Exaggerate the Experience	Can Justify	2532-13
	•Ability to pickup battery going flat, airtime and data running out on a mobile phone, and send help.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	2532-13
	•Provide free data to access mobile app	Exaggerate the Experience	Can Justify	2532-13
	•No queues at banking for anything you do. Appointments and alerting of availability to assist you.	Exaggerate the Experience	Can Shift	2532-13
	•Connect our business customers to the people who can buy their products, it can be with advertising too	Exaggerate the Experience	Can Justify	2532-13
	•Add value for customers who are taking home loans or buying house, by assisting with the moving into the house.	Exaggerate the Experience	Can Justify	2532-13
	•Personalised bank cards with input from the clients	Exaggerate the Experience	Can Justify	2532-13
	•Motivational daily message from the bank to all the clients	Exaggerate the Experience	Can Do	2532-13
	•The bank could help the clients with the monthly budget	Exaggerate the Experience	Can Do	2532-13
	•The bank could help suggest / recommend savings for the clients based on their banking behaviour, with incentives on it.	Exaggerate the Experience	Can Do	2532-13
	•The Mobile App to show the closest CALTEX garage to you for your petrol needs	Exaggerate the Experience	Can Do	2532-13
	•Free banking from Standard bank to Standardbank to incentivise the clients	Exaggerate the Experience	Can Do	2532-13
	•Knowing who to call as a bank employee when you have banking issues or someone you know	Exaggerate the Experience	Can Do	2532-13
	•Mechanism of Paying for services without a card or phone when you are stranded, i.e petrol	Exaggerate the Experience	Can Justify	2532-13
	Get involved in initiatives for drought relief for our communities	Create the Echo of a Thousand Good Times	Can Justify	2532-13
	•Build strong relationships with our customers, know our clients better to understand their needs. Help build ways to have Standard Bank employees have intimate relationship with our customers.	Create the Echo of a Thousand Good Times	Can Do	2532-13
	•Build a way for staff to engage customers on an individual level, where each staff member (based on location) is allocated a customer to form a relationship with. Understand their 'moments that matter'	Create the Echo of a Thousand Good Times	Can Do	2532-13
	•Create cross functional teams that take complaints and turn them into positive experiences - communicate success stories	Create the Echo of a Thousand Good Times	Can Shift	2532-13
	•Set up forums where people can share their issues (for a common cause) and assist them within the community, can be done on an individual basis but funded through the Group	Create the Echo of a Thousand Good Times	Can Justify	2532-13
	•Nominate client success stories and achievements that can be rewarded and communicated within local communities (create FOMO)	Create the Echo of a Thousand Good Times	Can Shift	2532-13
	•Share personal good news stories within Group IT to form relationships amongst the staff - celebrate birthdays, achievements, anniversaries, etc.	Create the Echo of a Thousand Good Times	Can Do	2532-13
	•Create support groups for people experiencing similar situations - how can we help? (e.g. community policing forums, upskilling communities, entrepreneurship, local farmers markets)	Create the Echo of a Thousand Good Times	Can Do	2532-13
	•Find alternative ways for our staff to connect with our clients on a personal basis - how do we do this based on our digital platform strategies?	Create the Echo of a Thousand Good Times	Can Shift	2532-13
	We can remain relevant by helping our clients to benefit in saving for using the products (We want to help people have more disposable income at the end of the month). •Principle: We want to help people to have more disposable income at the end of the month - Examples are: Having alliances with big retailers so that when our customers swipe or transact with them, they get a rebate or a discounted price. Another example, for people transacting with standard bank to std bank accounts, we reduce fees thus providing more savings for them to have disposable income. Example: Based on knowing what our customers often buy, we can approach the producer and negotiate reduced pricing for buying in bulk to pass back to our customers as incentive.	Remain Relevant	Can Shift	2532-13
	•Principle: Help educate our people on financial management Example: In schools we dont teach kids how to manage money, save, budget responsibility. We could introduce more training or online training which helps people to reach their goals in life and the importance of planning and what you do now could affect your future. We can also do roadshows or showcases or slots at schools or places where many people even adults need this type of stuff.	Remain Relevant	Can Do	2532-13
	•Principle: Many small businesses have business ideas but dont know how to make it happen. example: Train the small businesseses with ideas how to do business plans and get connected. Example:We also need to make more people aware that this exists so that people who fear starting a business will feel supported	Remain Relevant	Can Do	2532-13
	•Principle: We are all busy and have no time. So we look for value add services. Example: the way we have a personal assistant or a domestic helper, why dont we also have a banking helper. This would mean that this person would make sure my monthly bills are paid, money is set aside for my kids allowances or for stuff has to be done. Someone who is my assistant to do my transactional stuff aligned to my budget.	Remain Relevant	Can Shift	2532-13
	•Principle: everything is going digital.. so we have way too many username and passwords. Example: why cant we have a single sign on provided by a trusted bank which we can use for other places like the way you can use a facebook or gmail account in many websites. And with this sign on, you can then transact with your cards without having to capture it with that site or recapture all your details because now its there	Remain Relevant	Can Do	2532-13
	•Principle: People still need face to face service so with our branches closing, we leave a gap for people who want that. So we could have a mobile branch in like a vehicle who could drive around periodically to these places so that the need is still met	Remain Relevant	Can Justify	2532-13
	•Principle: As citizens of SA, we all hate corruption. Corruption is caused by money being pass around without trace. Imagine a cashless country. Idea: We eliminate physical cash as much as possible by introducing solutions wherever people use cash to move to electronic cash so that its traceable. So imagine if south Africa had no physical cash and everyone had to transact digitally. This would have reduced costs for everyone and its traceable and it will reduce CRIME where cash is stolen	Remain Relevant	Can Justify	2532-13
	•Principle: Help unemployed people Example: We helping business to start up who need people, so can match people up. Or we can help train people for where skills are needed to grow business in Africa or give ideas/opportunities to participate in business growing (eg if you unemployed, you can help contribute to a business startup and maybe you will get hired. Example: Std Bank could also be aware of clients who are not employed - we try and help find them a job so that we also not at risk of loans not being paid etc.	Remain Relevant	Can Do	2532-13
	•Principle: Everyone does not have a digital smart phone which is how we want people to transact in the future so example why not give free smart phones to clients with all that is needed to enable them with how to use it etc Help subsidise phones with monthly installments etc There could be incentives for use of certain features which will reduce the price to pay	Remain Relevant	Can Shift	2532-13
	•Principle: Everyone loves sport So offer incentives related to sports eg reduced prices tickets for being a good customer, provide tickets to sought after games, We offer tickets to CIB customers but why not private customers, We could help developing sports people to raise sponsorship through our network	Remain Relevant	Can Do	2532-13
	•What can go wrong in our client experience? Unable to access their banking services due to system outages.	Control the Damage Ahead of Time	Can Do	2532-13
	•For Outages: The bank to use the App, Websites, big retailers to communicate to clients,	Control the Damage Ahead of Time	Can Do	2532-13
	•Show transparency in many ways of what is being to manage the crisis, i.e Hawkeye room, War room.	Control the Damage Ahead of Time	Can Do	2532-13
	•The CEO to take accountability and be at the forefront of the communication, to apologise and provide details of the outage	Control the Damage Ahead of Time	Can Do	2532-13
	•Standard Bank App added feature to alert you when there is an outage, and customised by the users.	Control the Damage Ahead of Time	Can Shift	2532-13
*	Taking interest in our current customer base. Wishing you a happy birthday, personalize the message in line with their spend patterns. (Vouchers, U-Count etc.). Payment holidays for the special month, Hand deliver gifts to the customers door. Send out important message for special occasions to customers.	Exaggerate the Experience	Can Do	2532-13
	Look at enhancing our current products based on what our customers have with us. Vehicle finance, home loans - what can we proactively offer our customers that stretchers our products.	Exaggerate the Experience	Can Do	2532-13
	Proactive value add for our customers, will be as simple as VAF sending you a reminder of your car license expiring and even going as far as having the renewal completed and delivered to your "door".	Exaggerate the Experience	Can Justify	2532-13
	During the festive period, recognize the females that have been overworked and offer them a free spa treatment when it's all over. Look at holiday programs for kids that are free of charge this is to aid parents that are working during school holidays.	Exaggerate the Experience	Can Do	2532-13
	Offer an advanced driving course to customers that have shown interest or have existing customers that are almost paid up on their VAF accounts. Assist by renewing car license disc's for existing customers. Waiver student loans for students who obtain distinctions in their studies.	Exaggerate the Experience	Can Do	2532-13
	Offer existing and new home owners the ability to "go off grid" by assisting with solar geysers and backup power options, as part of their finance with the bank. (Saving you money - Stop paying Eskom). Offer home make overs as part of the loan to customers for them to choose.	Exaggerate the Experience	Can Do	2532-13
*	Stokvel - make it attractive to our customers by giving them options to allow their money to grow with a minimum investment period and reduces fees. Also look at more value adds that will aid our customers. Security in terms of digitizing withdrawals making it safe for customers to use their funds.	Exaggerate the Experience	Can Do	2532-13
*	Understanding what our customer needs and moments that affect them. What effects do these events have on their lives, an example is how does load shedding affect small business's and what we can do as an organization to help to keep the doors open. Trust needs to be developed that will ensure that the business comes to us first with their needs. Look at providing a concierge service to our customers.	Remain Relevant	Can Shift	2532-13
	A game to be developed powered by SB to capture young minds at an early age.	Remain Relevant	Can Justify	2532-13
*	Becoming so relevant to our customers that they look to us for basically everything. One stop shop - "If we don't have it, we will find it".	Remain Relevant	Can Shift	2532-13
	Build our presence in the rural areas, by understanding our communities better. Let the community tell you what they want and facilitate this through different development programs. Provide medical care in impoverished areas.	Remain Relevant	Can Shift	2532-13
*	We as representatives of SB will need to treat our clients the way we would like to be treated in anything we do. Show our clients that we are not just a financial institute, we are striving to celebrate our rich and diverse history. Build a sustainable foot print in our community which is not once off.	Create the Echo of a Thousand Good Times	Can Do	2532-13
*	Ubuntu. Happy Staff = Happy Customers = Happy Communities. Everybody needs to acknowledge/greet each other no matter what role you play in the organization. Small gestures play an important role in work culture. Treat this job as if you are a majority shareholder. Ensure the correct people are in the correct positions.	Create the Echo of a Thousand Good Times	Can Do	2532-13
	Woema, has promoted positive relationships in the communities. An example will be Feenix has empowered students to manage their studies and funds from an early stage.	Create the Echo of a Thousand Good Times	Can Do	2532-13
*	We need to look at what "can" go wrong that will negatively impact our clients, this is being pro-active. Use "real life" situations that can occur with any of our payment/self-service channels and work backwards to identify vulnerabilities in our system and processes and put measures in place that will allow us to fail and recover with minimal/no impact to our customers on the street.	Control the Damage Ahead of Time	Can Do	2532-13
*	Take accountability and be transparent to what has occurred. Let our customers know via multiple channels like SMS, Watts App, Facebook, Twitter etc. as to what is happening and provide regular updates. This will help warn our customers at petrol stations, and retailers etc. Provide some form of compensation to all our customers for any inconvenience that has been caused. Send messages directly to branches via BDS and Blue wave immediately.	Control the Damage Ahead of Time	Can Do	2532-13
	Allow ourself time to think about what can go wrong. get different teams to input into what can go wrong. ( input must be from different perspectives not just It)	Control the Damage Ahead of Time	Can Do	2532-43
	Get ourself outage fit, spend enough time on Chaos engineeing	Control the Damage Ahead of Time	Can Do	2532-43
	Build trust again.	Control the Damage Ahead of Time	Seemed Like a Good Idea at the Time	2532-43
*	create an environment for us to be innovative, etc chaos engineering experiments, contineous learning culture etc	Control the Damage Ahead of Time	Can Do	2532-43
	skills shortage	Control the Damage Ahead of Time	Seemed Like a Good Idea at the Time	2532-43
	loyalty that we hold is being corroded by new players in the market. customers are loosing trust in us	Control the Damage Ahead of Time	Seemed Like a Good Idea at the Time	2532-43
*	in the case of outages, services fees should be removed for the month	Control the Damage Ahead of Time	Can Justify	2532-43
	our social media platforms are very defensive and basic. Not helpful or empathetic . Train call centres to have empathy and be more helpful instead of making excuses	Control the Damage Ahead of Time	Can Do	2532-43
	Ask for help, Go outside the bank and seek help, etc how do you handle stressful situations? learn from different teams and different organisations	Control the Damage Ahead of Time	Can Do	2532-43
	Open up wifi - let customers have free wifi at all our branches (unlimted)	Exaggerate the Experience	Can Do	2532-43
	Tech support at all our branches ( customers can bring in laptops etc for maintenance)	Exaggerate the Experience	Can Shift	2532-43
	summary of where your biggest spend is - spend trend ( mail to customer every month) pop up saying etc you are spending 2000 on coffee you could have contributed to your home loan	Exaggerate the Experience	Can Do	2532-43
	capability to have atms and money market feature in rural areas where people dont have to go to atms and spend transport fees. accessibility in rural areas	Exaggerate the Experience	Can Justify	2532-43
	credit card and debit cards delivered to customers - no need to go into branch	Exaggerate the Experience	Can Shift	2532-43
	Gaming - sell games and all proceeds go to charity	Exaggerate the Experience	Can Shift	2532-43
	10% discount to all customers that want to buy a car in there birthday month	Exaggerate the Experience	Can Justify	2532-43
	if you walk into a branch on your birthday, you get a gift or a gift gets delivered to your house or you get 100 rand in your pure save account	Exaggerate the Experience	Can Justify	2532-43
	if you are unemployed and need to go for an interview we will pay for your transport	Exaggerate the Experience	Can Justify	2532-43
	capability of having an environment where we can can build capabilities to have machines where people can use tech etc homework, can offer coffee and a sandwich - have this in branches	Exaggerate the Experience	Can Shift	2532-43
	re-think approach to lending for the un banked	Exaggerate the Experience	Can Justify	2532-43
	sponsor students to study	Exaggerate the Experience	Can Justify	2532-43
	Build a solar farm or an alternative source of energy.	Exaggerate the Experience	Can Justify	2532-43
	opportunity to get paid early if you run out of funds - get paid a portion of salary earlier	Exaggerate the Experience	Can Do	2532-43
	have squads across the bank assisting feature teams - going into teams to solve a specific problem	Exaggerate the Experience	Can Do	2532-43
	kidney trasplant month - banner on app to ask if customers want to donate - if they select yes there is a capability to make a payment to the charity	Exaggerate the Experience	Can Do	2532-43
	non profit organisations - help schools or communities to create a QR code where people can scan and make payments to there cause	Exaggerate the Experience	Can Do	2532-43
*	donate devices to rural areas or small businesses - load standardbank products ( good for marketing)	Exaggerate the Experience	Can Justify	2532-43
	more visibility around tech in the bank so teams are aware of all initiatives happening	Exaggerate the Experience	Can Do	2532-43
	Provide a platform to enable a idea outside of what we do etc gaming, link to home affairs etc	Exaggerate the Experience	Can Do	2532-43
	list our issues and requirements on a site and allow students to do research on a topic and they awarded for there ideas or research.	Exaggerate the Experience	Can Justify	2532-43
	assist small businesses in start up capital. (even if they dont have colleteral)	Exaggerate the Experience	Can Justify	2532-43
*	standardbank university - offer free courses, online learning. offer customers free learning.	Exaggerate the Experience	Can Justify	2532-43
	urban farming - assist farmers with veg gardens	Exaggerate the Experience	Can Justify	2532-43
	have a tech day across standardbank where staff go to primary schools to donate equiptment and assist schools kids in skilling up	Exaggerate the Experience	Can Do	2532-43
	deliver bicycles to schools to enable children to get schools	Exaggerate the Experience	Can Justify	2532-43
	sponsor fresh water across rural areas or filters to filter water	Exaggerate the Experience	Can Justify	2532-43
	when applying for a home loan offer free home makeovers	Exaggerate the Experience	Can Justify	2532-43
*	pensioners day have mobile atms dispatched in community - make life easier for elderly. offer them refreshments and seeds for fruit and vegatables	Exaggerate the Experience	Can Shift	2532-43
	voice control banking, no need to log in	Exaggerate the Experience	Can Do	2532-43
	run an initiative to sponsor sanitry pads to girls in rural areas	Exaggerate the Experience	Can Do	2532-43
	recycle old reading glasses frames	Exaggerate the Experience	Can Do	2532-43
	run a drive to collect old books and text books and distribute them to rural areas	Exaggerate the Experience	Can Do	2532-43
	post cv's on standardbank website and approach vendors to consider candidates	Exaggerate the Experience	Can Do	2532-43
	How does standardbank intervene in situations with gender violence Icas to be made available to customers as well	Remain Relevant	Can Shift	2532-43
	unemployment - grant customers 3 months grace to pay there debts etc car, home, insurance and dont reposess immediately	Remain Relevant	Can Justify	2532-43
*	fomalize the recycling sector - recycle initiatives - sponsoring transport, and sorting initiatives	Remain Relevant	Can Justify	2532-43
	education - build on the standardbank engineering acedemy that drives engineering skills development, free education that feeds into our R&D and dev efforts . place 100 learners to the "we think code" initiative and create opportunity once they are completed.	Remain Relevant	Can Justify	2532-43
*	open up standardbank campuses to run community initiatives and training	Remain Relevant	Can Do	2532-43
	Donate equiptment to underprivelledged schools by repurposing old laptops and equiptment	Remain Relevant	Can Do	2532-43
	installing internet access in schools	Remain Relevant	Can Justify	2532-43
	generating alternate energy etc, wind power	Remain Relevant	Can Justify	2532-43
	provide tutoring for maths and science in schools	Remain Relevant	Can Shift	2532-43
	public hospital revamp powered by standardbank	Remain Relevant	Can Justify	2532-43
	medical care in rural areas.. etc vaccanations at schools	Remain Relevant	Can Justify	2532-43
	distribute fire estinguishers and solar lights in informal settlements.	Remain Relevant	Can Shift	2532-43
	providing outdoor recreational activities for communities etc refurbish out door gym equiptment	Remain Relevant	Can Justify	2532-43
	providing funding for tertiary education, music programs, Art	Remain Relevant	Can Justify	2532-43
	programs that promotes music and arts	Remain Relevant	Seemed Like a Good Idea at the Time	2532-43
*	run a drive on mandela day or june 16 for community to donate 1 rand via QR code to raise money for students.	Remain Relevant	Can Do	2532-43
	QR code to pop up on pay day every month allowing employees to donate to sponsor students or initiatives	Remain Relevant	Can Do	2532-43
*	Make a working offline banking application	Exaggerate the Experience	Can Do	2532-53
	Create relationships between clients to enable value streams for clients to build off.	Remain Relevant	Can Do	2532-53
*	We need to live out real authentic lives as our way of communicating who we are as a company. Not just PR or staged marketing.	Create the Echo of a Thousand Good Times	Can Do	2532-53
*	Change the message – Do not say we are always on if we are not always on. Rather say we are ruthlessly solving client problems including downtime.	Control the Damage Ahead of Time	Can Do	2532-53
	Make all client applications truly always on – never go offline.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	2532-53
	Free banking	Exaggerate the Experience	Can Shift	2532-53
*	Give people free phones and pre-load those machines with all the banking products that they would need to use.	Exaggerate the Experience	Can Shift	2532-53
	Become a worldwide leader in mobile payments	Exaggerate the Experience	Can Do	2532-53
	Create a better internal client experience to help enhance the end consumers experience.	Exaggerate the Experience	Can Do	2532-53
	Help clients over the initial inertia of using a new product with promotions for using the product.	Exaggerate the Experience	Can Do	2532-53
	Become a fully functioning mobile operator with our own towers and network.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	2532-53
*	Create a better version of UCount	Exaggerate the Experience	Can Do	2532-53
	Do not try and sell me debt you don’t think I need	Exaggerate the Experience	Can Do	2532-53
	KYC Clients at their home when it is convenient for them	Exaggerate the Experience		2532-53
	Give all clients personal bankers who know and understand them	Exaggerate the Experience	Can Justify	2532-53
	Create financial literacy and financial planning plans for all new or existing clients who would like to undertake the offering	Exaggerate the Experience	Can Do	2532-53
	Improve the lives of children’s lives. If the parents are clients give them innovative and interesting benefits.	Exaggerate the Experience	Can Do	2532-53
	Solve client’s problems the way they want them solved – not the way the is easiest for us as a bank. (Allowed customers to pay debt with maize if they need)	Exaggerate the Experience	Can Justify	2532-53
	Buyout short term debt microlenders who’s clients are trapped in debt cycles. Convert those loans into banking products with lower rates and open up accounts for those people to help them.	Exaggerate the Experience	Can Shift	2532-53
	Reward clients who have products with the bank with related benefits. (Give advanced driving courses to people who use fleet management or have car loans).	Exaggerate the Experience	Can Shift	2532-53
*	Offer online content for clients and their children to help them learn (Udemy, Coursera and EdX).	Exaggerate the Experience	Can Shift	2532-53
	Remember that staff are also customers and that their perspective of the bank is also very important.	Exaggerate the Experience	Can Do	2532-53
*	Build RDP houses and create an application that can better manage the RDP housing system and process.	Exaggerate the Experience	Can Justify	2532-53
	Create solutions to load shedding for clients and for the whole country.	Exaggerate the Experience	Can Justify	2532-53
	Create more effective school upliftment projects. Partnering with reputable schools to build better communities around those schools to help other schools.	Exaggerate the Experience	Can Do	2532-53
*	Solve public sector problems (like Outsurance did for traffic light problems), fix pot-holes as an example.	Exaggerate the Experience	Can Justify	2532-53
	Help solve National Health Care with the government, offer services that will help create a good solution to NHC.	Exaggerate the Experience	Can Justify	2532-53
	Build a way for people to donate tools/products they’ve inherited or bought and don’t use anymore.	Remain Relevant	Can Justify	2532-53
	Distribute talents - long term high earners may have talents that they can distribute to new income earners. Be it building companies business paths or establishing career paths.	Remain Relevant	Can Justify	2532-53
	Know clients beyond what their data says.	Remain Relevant	Can Shift	2532-53
	Do not discriminate on what clients are given because they earn less money than another client.	Remain Relevant	Can Shift	2532-53
	Plan for and predict certain life events that people are going to go through and help them plan from as early as possible.	Remain Relevant	Can Do	2532-53
	Give small companies low rates so that they can become relevant and compete with the bigger players in the market.	Remain Relevant	Can Shift	2532-53
*	Build benchmark services that other companies and public services can copy (hospitals, housing, public facilities).	Remain Relevant	Can Justify	2532-53
	Offer specialised insurance products for people who have nuanced issues or problems.	Remain Relevant	Can Shift	2532-53
	Host more events that can be used to unite people and communities (E.G. Joy of Jazz).	Remain Relevant	Can Justify	2532-53
	Figure out what is most important to us as Africa.	Create the Echo of a Thousand Good Times	Seemed Like a Good Idea at the Time	2532-53
	Going beyond what is expected - requires us as employees going beyond for each other to drive client facing employees to do the same thing.	Create the Echo of a Thousand Good Times	Can Shift	2532-53
*	KYC should not just be a minimum regulatory requirement – should really know our customers intimately.	Create the Echo of a Thousand Good Times	Can Shift	2532-53
*	Every employee needs to be a brand ambassador -> Leadership needs to show their commitment for people to want to be a brand ambassador -> People need to be more aware of what is happening so they can feel involved	Create the Echo of a Thousand Good Times	Can Shift	2532-53
	Make execution teams more autonomous of what is happening and give them the ability to control their own face.	Create the Echo of a Thousand Good Times	Can Shift	2532-53
*	Change the leadership message – Leaders want accountability without responsibility. If you have responsibility you must have accountability. Person who is accountable must call all clients and apologies.	Control the Damage Ahead of Time	Can Do	2532-53
	IT is too reactive, need to be more proactive at solving problems.	Control the Damage Ahead of Time	Can Do	2532-53
	Keep customers informed before they begin using a service that is out (call them) nothing generic.	Control the Damage Ahead of Time	Can Do	2532-53
	If you find us down before we do – you receive a reward.	Control the Damage Ahead of Time	Can Shift	2532-53
	Allow cross use of assets – give free access to other services to solve problems when they are down. Private bankers can transact on your behalf, ALL banks atms can be used for free etc.	Control the Damage Ahead of Time	Can Justify	2532-53
	New functionality is a privilege for being able to prove you are relentlessly solving existing business problems.	Control the Damage Ahead of Time	Can Shift	2532-53
	Change how employees are treated when solving crises.	Control the Damage Ahead of Time	Can Do	2532-53
	Employees are scared to report issues because of the repercussions.	Control the Damage Ahead of Time	Can Shift	2532-53
	Do more than what is the minimum requirement for solving problems, do unplanned intentional outages to prove you can recover from issues. - Can Shift	Control the Damage Ahead of Time	Can Shift	2532-53
*	IT needs to partner with business have a seat at each others table and we as IT need to speak in English to help the business understand what the real situation is. Always On should be on EVERYONES performance goals	Control the Damage Ahead of Time	Can Do	2532-33
	Fraud - When Fraud is reported customers should be reimbursed immediately and then investigated. Customer should not be victim shamed. Teach the customers to be savvy connecting on a human level	Control the Damage Ahead of Time	Can Shift	2532-33
	Kids savings - children can take their coins to the bank or supermarket to save or spend their money and receive a voucher. Savings incentive linked to the money deposited. Tangible benefit to saving Spare change piggy bank, bank donates equivalent and the kids get their balances increased by the same amount	Exaggerate the Experience	Can Do	2532-33
*	Dream lotto - based customer needs on dreams using all the info we have in the entire group i.e Liberty, SBSA , give the customers the experience they want and have the conversations. Not limited to customers to include employees as well.	Exaggerate the Experience	Can Shift	2532-33
	Grant a wish - payoff debt even from other organisations, random selection through lotto concepts and personalise their financial runway to the future	Exaggerate the Experience	Can Shift	2532-33
	Randomly handing out blue laptops to schools to get children into technology and partner with mobile operators to provide free data connections, partner with tech companies to provide support. Laptops for long distant learners and varsity students	Exaggerate the Experience	Can Shift	2532-33
*	Geo locate Standard bank customers to send out mobile branches to assist the customers that are in the same geo area	Exaggerate the Experience	Can Justify	2532-33
	Provide free mobile devices, free data in the rural areas where there are no branches. Provide support & training to the customers in these areas	Exaggerate the Experience	Can Justify	2532-33
	When a customer submits a cancellation on their homeloan - meet with them at a coffee shop to understand their need and in this scenario the customer is selling to rent two separate properties one for her and one for her sons, stage in life. The bank finds the properties and the day the customer takes possession the two places are fully furnished, clients coached on stage change in life to help the transition and financial advise to support going forward	Exaggerate the Experience	Can Shift	2532-33
	Build homes with recyclable material, upskilling the communities and creating jobs , providing blue jojo tanks , boreholes. Clean water - clean account. No complex charging models and no bank charges	Exaggerate the Experience	Can Justify	2532-33
*	Everyone to have a personal banker, personal genie that has the authority to do what needs to be done to solve my needs. Link to home affairs to verify data. The purpose of the personal banker is to solve all the needs. Only one point of contact. Not restricted by job description. When selling a car the Natis document must be readily available. The personal banker should be a financial coach to customers	Exaggerate the Experience	Can Justify	2532-33
*	Customer gifting personalised on your birthday based on your spending habits, anniversary of home take a break on loan, insurance etc just for the month. Give a free month not a payment holiday. As small as a coffee voucher and the sky is the limit. Heads up anniversary vouchers for husbands etc, pos devices, mobile app etc	Exaggerate the Experience	Can Shift	2532-33
	Using the information we have about the customer to broker the conversations. Show the customer where they spending and how they are spending and provide them with skills, tips, direction, finance and budgeting advice	Remain Relevant	Can Do	2532-33
	Panic button the the mobile app, enabling customer to have access to relevant services even when they have no data. i.e panic button linked to home, roadside assistance, towing facilities, emergency services, police services. Partnering with vendors that have the existing apps etc. Security classes for customers in one mobile app. Create the link to help you wrt vaccinating your pets, blood test etc.	Remain Relevant	Can Shift	2532-33
	Market place app for staff and customers, products, jobs, free services, bartering	Remain Relevant	Can Shift	2532-33
*	Freezing bank charges when you are unemployed and freezing interest, offer services like coaching, psychologist etc. Create jobs for communities, upskilling people and empowering them to grow Customers of Standard Bank, Liberty Group get free parking at any of our centres we own	Remain Relevant	Can Do	2532-33
	Flexi rates - review rates and give the customer the reduction in interest rate automatically. Customers have the opportunity to request 1yr/2yr fixed rates all online	Remain Relevant	Can Do	2532-33
	Help connect the grandparents to the kids through volunteer programs where the grandparents teach the kids basic skills like cooking, sewing, growing own vegetables, reading etc.	Remain Relevant	Can Do	2532-33
	No -one needs to go hungry create urban and rural farms teaching the skills to the unemployed and inviting customers to participate. Newsletter connects you to the farmers, restaurants, communities	Remain Relevant	Can Justify	2532-33
	Upliftment at schools through sports programs. Provide coaching, unused equipment, mentoring. Formal sponsoring	Remain Relevant	Can Shift	2532-33
	Free conferences for business clients on topical matter i.e new regulations, trends etc	Remain Relevant	Can Shift	2532-33
	Taking the negative events i.e. AML fine and use the opportunity to educate our customers on what money laundering is and how one can inadvertently be involved	Remain Relevant	Can Do	2532-33
	Use staff, customers & communities for all marketing campaigns through all channels based on real events and real people. Use heart centred language. It is not about making money it is about connecting to your needs i.e repossession is not the first call. Making money is secondary	Create the Echo of a Thousand Good Times	Can Do	2532-33
*	Exco to not take their bonuses in a or prior 189 situation to show commitment to their people.	Create the Echo of a Thousand Good Times	Can Do	2532-33
		Create the Echo of a Thousand Good Times		2532-33
	Any channels unavailable: Human immediate personal response using plain English giving customers the heads up and not charging them for any fees incurred on the day. Not charging fees even when other banks channels used Communicate alternative channels to the customers when giving them the heads up. Provide them with the opportunity to call to have their transaction done on their behalf Te crisis room should have glass and not behind close walls and doors	Control the Damage Ahead of Time	Can Do	2532-33
*	Set up an end to end digital business for a start up entepreneur in an African country This includes upskilling, nurturing, walking beside and being with the entepreneur from initial conception (birth) to delivery.//	Exaggerate the Experience	Can Justify	2532-23
	Funding a young professionals transport fees for a quarter. Banking fees for that year are waived.	Exaggerate the Experience	Can Justify	2532-23
	Remove the dignity stripping experience around health care that is experienced by our elderly/unemployed/homeless, etc. Build a state of art healthcare facility.... with free healthcare, transport, etc.... and etc. etc. etc.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	2532-23
	Build portable showers for the homeless and distribute care packages containing clothing and food, cosmetics etc.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	2532-23
	Fund labs employing prisoners who will design security solutions for South Africans	Exaggerate the Experience	Seemed Like a Good Idea at the Time	2532-23
*	Understanding all significant events in your customers lives (funerals, birthdays etc) Sending an appropriate personal and meaningful gift when a customer loses someone close - example a series of counselling sessions after a loss of a loved one	Exaggerate the Experience	Can Justify	2532-23
*	Proactively offer assistance with education (eg. paid Mathematics tutoring) at various levels of your loved ones growth.	Exaggerate the Experience	Can Do	2532-23
	Waive loans that you have received from the bank - as a reward of sorts when it is seen that your child has received certain accolades (eg. a distinction at school/ received provincial colours for a sport or extra curricular , etc).	Exaggerate the Experience	Can Justify	2532-23
	sponsor a solution that will develop and produce biodisposable nappies	Exaggerate the Experience	Seemed Like a Good Idea at the Time	2532-23
	provide nappies to new Mommies for the duration of the babies nappy stage	Exaggerate the Experience	Seemed Like a Good Idea at the Time	2532-23
	Students that will be leaving their parents to study in a different province, arrive at their student accommodation ..... only to find a brand new macbook + Iphone + 1 series bmw waiting for you to make your 3 - 5 year university term more convenieint	Exaggerate the Experience	Seemed Like a Good Idea at the Time	2532-23
	Grocery purchases made in JANUARY: the bank has your back covered, so..... we will refund all purchases made on groceries for tat entire month.	Exaggerate the Experience	Can Justify	2532-23
		Exaggerate the Experience	Can Justify	2532-23
	Load shedding: send a gift voucher (eg. Uber eats), wherein the detrimental negativity experienced during load shedding becomes more positive and "positive"	Exaggerate the Experience		2532-23
*	Load shedding: send a gift voucher (eg. Uber eats) DURING load shedding to impacted customers, wherein the detrimental negativity experienced during load shedding becomes more positive and manageable and "exciting"	Exaggerate the Experience		2532-23
*	integrated into specific communities to understand their problems and define solutions to enable them to overcome these challenges. eg. Solar, Gas etc solutions	Remain Relevant	Can Shift	2532-23
	Use customer activity data to guide the customer on more relevant solutions to their needs example Hennie funding his sons education fees through his homeloan instead of using a more relevant loan product.	Remain Relevant	Can Do	2532-23
	The ops alerts to be sent out to communities example storms, strikes etc.	Remain Relevant	Can Do	2532-23
*	Guiding and advising corporate customers / business owners on global events impact on their business's	Remain Relevant	Can Do	2532-23
	Enabling collaboration between SME's, large corporates example Cocacola and a spaza shop	Remain Relevant	Can Do	2532-23
	Dealing with crime - Additional security for customers during month-end / salary periods. Security personal to be trained up on trends such as ATM scamming etc.	Remain Relevant	Can Shift	2532-23
*	Call centers etc to be enabled to fix client issues on the spot. remove auto responses etc	Remain Relevant	Can Shift	2532-23
	Use real customers and employees experiences in advertising	Create the Echo of a Thousand Good Times	Can Do	2532-23
*	celebrate customers and employees successes and achievements and include real customer and employee stories in advertising	Create the Echo of a Thousand Good Times	Can Do	2532-23
	Treat customers equally regardless of the socio-economic status and geographical location	Create the Echo of a Thousand Good Times	Can Do	2532-23
	Change CSI approach to be more relevant and personal to the community it is intended for...	Create the Echo of a Thousand Good Times	Seemed Like a Good Idea at the Time	2532-23
	Improve the relationship with employees to enable the positive relationship between the employees and the customers	Create the Echo of a Thousand Good Times	Can Do	2532-23
*	Communication to the customer must be more relevant to the outage and provide guidance on alternatives to achieve their banking goals	Control the Damage Ahead of Time	Can Do	2532-23
*	Offer staff interest rates and staff banking rates for all customers for the outage for 1 year and reduce bonuses for that year from all IT executives and offer special interest rates and fees for retail customers	Control the Damage Ahead of Time	Can Justify	2532-23
	Cover the penalty for business's impacted by the outage example RTGS payment cut-offs	Control the Damage Ahead of Time	Can Justify	2532-23
*	20years of service hollywood walk tile dedicated to those employees who worked at the bank those are yet to achieve	Create the Echo of a Thousand Good Times	Can Do	2532-43
	CEO of the Bank to answer internet banking CCC calls	Create the Echo of a Thousand Good Times	Can Do	2532-43
*	Dedicated community tech support area in the branch to assist small businesses and students with their tech needs. one day in the month IT employees go work in the branch.	Create the Echo of a Thousand Good Times	Can Do	2532-43
	Place IT staff in their users world to understand their needs. e.g. Internet banking team to go sit in the Call Centre to see burning concerns there	Create the Echo of a Thousand Good Times	Can Do	2532-43
	free community events (e.g. Jazz festival/standard bank art gallery) as opposed to targeted to specific individuals/companies for transactional purposes	Create the Echo of a Thousand Good Times	Can Do	2532-43
	throughout the year more events using the artistic talent within the bank, e.g. The choir that sings in the basement made up of facilities management staff (cleaners, security etc)	Create the Echo of a Thousand Good Times	Can Do	2532-43
	Services, incident satisfaction personal call to customers. not just the client facing people but back office staff too. from the CEO to the Cleaner	Create the Echo of a Thousand Good Times	Can Do	2532-43
	participating in certain issues within the community, e.g. strikes against gender based violence bank encouraging staff to take part in the strike. giving tshirts. having presence in such issues	Create the Echo of a Thousand Good Times	Can Do	2532-43
	Tie in the reporting back of action items from all workshops and conference ideas	Create the Echo of a Thousand Good Times	Can Do	2532-43
	SMME business reboot programme. For those business who are banking with us and look like they're headed for business closure or minimal to no transactional activity on the account in months. caring for business growth	Create the Echo of a Thousand Good Times	Can Shift	2532-43
	Awareness around ucount rewards and built in user experience. successful product but not user-centred	Create the Echo of a Thousand Good Times	Can Do	2532-43
	customer centric design by putting ourselves into the world of the customer	Create the Echo of a Thousand Good Times	Can Do	2532-43
	when apps (e.g. mobile app) is being built, share mock-ups and customer journeys with the entire bank for commentary. we are all one bank moving towards the same goal. employees are customers as well.	Create the Echo of a Thousand Good Times	Can Do	2532-43
	stop the continuous reporting	Create the Echo of a Thousand Good Times	Can Do	2532-43
	branch staff must be friendly. must show in their assessments before hiring	Create the Echo of a Thousand Good Times	Can Do	2532-43
*	1. Tracking all expectant women customers, upon delivery visit them with a gift hamper 2. If customers pay for gym membership through the Bank, surprise with massage/spa coupons 3. Have parties in schools where the children bank with Stanbic 4. Where parents pay school fees using the bank, the Bank throws a party for that child or for fees for the next term. 5. Cash back on ATM use 6. Shopping using Stanbic cards, any supermarket, you get free shopping at your next visit/ Meals at restaurant 7. Fuel for free at certain petrol stations at specific times if using a Stanbic card 8. Track card expiration dates for customers and deliver the cards personally 9. Transacting at a digital branch, the customer gets free parking, airtime 10. For regular channel use, e.g. Pesalink, the next transaction is done at no cost 11. Have free medical camps attached to a Stanbic branch, where the Bank covers for certain procedures. 12. Have free beauty consultations for all women at the branches 13. Have parenting/mental health classes fully paid by the Bank for men 14. Partner with men’s shops to give hampers 15. Have food vending booths that Stanbic branded to dispense surprise items. 16. Have random car wash days.	Exaggerate the Experience		2532-43
	1. For customers nearing the retirement age, provide literacy on their area of interest e.g. farming where we link them up with experts who will give them information on the area of interest e.g. Cheese making, yoghurt making and how to add value to their items	Remain Relevant	Can Justify	2532-43
	1. Customers who are made to Bank with us by their employers should be given incentives e.g. food, special credit facilities e.g. give a school fees loan and pay the school directly 2. Provide cash in transit services to our clients that handle a lot of cash for free 3. Have medical camps in different parts of the country for early diagnosis of cancer 4. Provide health care for free for customers in small communities e.g. the flower farms 5. Offer employment opportunities for clients or employees children who have banked or worked with us for over 10 years 6. Celebrate marriage or company anniversaries for clients who banked with Stanbic for over 10 years 7. Have a quarterly magazine that captures employee personal stories, hobbies and interests and place them in the branches for all to pick 8. Have employee of the month rewarded and put up the pictures of them enjoying their rewards 9. Place on the walls of the bank the portraits of employees and a statement of what matters most to them 10. Light up the Westlands road area and Museum hill bus stop, place a security guard near the bust stop and have police patrol the area 24hours on the Banks account 11. Notice board in branches that give the communities updates on issues affecting the world or community e.g. corona virus 12. Have a board with pictures of staff and their families or pets	Create the Echo of a Thousand Good Times		2532-43
	1. Tax payments – Make an arrangement with another bank to make payments to KRA when bank systems are down, before the customer is aware of the downtime 2. Subsequent payment will not be charged on the above 3. For delayed salaries, the Bank commits to pay the power bill for the month for the clients affected 4. Card declines – have an arrangement with merchants to release goods when Stanbic Bank card system is down, the Bank will give a credit note in advance	Control the Damage Ahead of Time	Can Justify	2532-43
	1. Tracking all expectant women customers, upon delivery visit them with a gift hamper	Exaggerate the Experience	Can Shift	2532-43
	2. If customers pay for gym membership through the Bank, surprise with massage/spa coupons	Exaggerate the Experience	Can Shift	2532-43
	3. Have parties in schools where the children bank with Stanbic	Exaggerate the Experience	Seemed Like a Good Idea at the Time	2532-43
	4. Where parents pay school fees using the bank, the Bank throws a party for that child or for fees for the next term.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	2532-43
	5. Cash back on ATM use	Exaggerate the Experience	Can Justify	2532-43
	6. Shopping using Stanbic cards, any supermarket, you get free shopping at your next visit/ Meals at restaurant	Exaggerate the Experience	Can Shift	2532-43
	7. Fuel for free at certain petrol stations at specific times if using a Stanbic card	Exaggerate the Experience	Can Shift	2532-43
	8. Track card expiration dates for customers and deliver the cards personally	Exaggerate the Experience	Can Do	2532-43
	9. Transacting at a digital branch, the customer gets free parking, airtime	Exaggerate the Experience	Can Do	2532-43
	10. For regular channel use, e.g. Pesalink, the next transaction is done at no cost	Exaggerate the Experience	Can Do	2532-43
	11. Have free medical camps attached to a Stanbic branch, where the Bank covers for certain procedures.	Exaggerate the Experience	Seemed Like a Good Idea at the Time	2532-43
	12. Have free beauty consultations for all women at the branches	Exaggerate the Experience	Can Do	2532-43
	13. Have parenting/mental health classes fully paid by the Bank for men	Exaggerate the Experience	Seemed Like a Good Idea at the Time	2532-43
	14. Partner with men’s shops to give hampers	Exaggerate the Experience	Can Justify	2532-43
	15. Have food vending booths that Stanbic branded to dispense surprise items.	Exaggerate the Experience	Can Justify	2532-43
*	16. Have random car wash days.	Exaggerate the Experience	Can Do	2532-43
*	Give our customers an avenue to show case their products and services and provide a ready market for them e.g. host flea markets	Remain Relevant	Can Justify	2532-43
	Real estate- have real estate caravans where potential buyers are taken on a road show to view property where the properties are owned by customers of the Bank	Remain Relevant	Can Shift	2532-43
	Adding value to our customers by linking them up with their respective regulators or consultants in the field e.g. Tours and Travels Agents – linking them up with IATA	Remain Relevant	Can Justify	2532-43
	. For professional customers have public speaking, brand positioning and teach them how to interact and benefit from Technology	Remain Relevant	Can Do	2532-43
	. Incorporate a CSR as a key strategy and publicize	Remain Relevant	Can Do	2532-43
	Take the Bank to those who cannot get to the Bank e.g. the elderly	Remain Relevant	Can Justify	2532-43
	Customers who are made to Bank with us by their employers should be given incentives e.g. food, special credit facilities e.g. give a school fees loan and pay the school directly	Create the Echo of a Thousand Good Times	Can Justify	2532-43
	Provide cash in transit services to our clients that handle a lot of cash for free	Create the Echo of a Thousand Good Times	Can Justify	2532-43
	Have medical camps in different parts of the country for early diagnosis of cancer	Create the Echo of a Thousand Good Times	Can Justify	2532-43
	Provide health care for free for customers in small communities e.g. the flower farms	Create the Echo of a Thousand Good Times	Can Justify	2532-43
	Offer employment opportunities for clients or employees children who have banked or worked with us for over 10 years	Create the Echo of a Thousand Good Times	Can Do	2532-43
	Celebrate marriage or company anniversaries for clients who banked with Stanbic for over 10 years	Create the Echo of a Thousand Good Times	Can Shift	2532-43
	Have a quarterly magazine that captures employee personal stories, hobbies and interests and place them in the branches for all to pick	Create the Echo of a Thousand Good Times	Can Justify	2532-43
	Have employee of the month rewarded and put up the pictures of them enjoying their rewards	Create the Echo of a Thousand Good Times	Can Do	2532-43
	Place on the walls of the bank the portraits of employees and a statement of what matters most to them	Create the Echo of a Thousand Good Times	Can Shift	2532-43
	Light up the Westlands road area and Museum hill bus stop, place a security guard near the bust stop and have police patrol the area 24hours on the Banks account	Create the Echo of a Thousand Good Times	Can Justify	2532-43
	Notice board in branches that give the communities updates on issues affecting the world or community e.g. corona virus	Create the Echo of a Thousand Good Times	Can Do	2532-43
	Have a board with pictures of staff and their families or pets	Create the Echo of a Thousand Good Times	Can Do	2532-43
	Customers who are made to Bank with us by their employers should be given incentives e.g. food, special credit facilities e.g. give a school fees loan and pay the school directly	Create the Echo of a Thousand Good Times	Can Justify	2532-43
	ax payments – Make an arrangement with another bank to make payments to KRA when bank systems are down, before the customer is aware of the downtime	Control the Damage Ahead of Time	Seemed Like a Good Idea at the Time	2532-43
	Subsequent payment will not be charged on the above	Control the Damage Ahead of Time	Can Justify	2532-43
	For delayed salaries, the Bank commits to pay the power bill for the month for the clients affected	Control the Damage Ahead of Time	Can Justify	2532-43
	Card declines – have an arrangement with merchants to release goods when Stanbic Bank card system is down, the Bank will give a credit note in advance	Control the Damage Ahead of Time	Can Justify	2532-43
	Tax payments – Make an arrangement with another bank to make payments to KRA when bank systems are down, before the customer is aware of the downtime	Control the Damage Ahead of Time	Can Shift	2532-43
	Payoff 20% of customers loans Personalized Service where the bank CEO and a team of staff visit the impacted customer to address their concern and assure them that as a bank we care for their continued loyalty to the bank. Pay fare for public transport users and take care of their lunch costs during the journey. Out of this world birthday experience for our customers - Involves knowing your customer well Pay a specific bill for our customers in January e.g. School fees for all their children, or Rent	Exaggerate the Experience		2532-33
*	1. Buying wheel chairs to disabled members of the society 2. Start an education foundation for less privileged children 3. Mentor the retired/about to retire members of the society to prepare them for life after retirement 4. Provide Basic Health Care Education and health checks for members of the society in remote areas e.g. Turkana	Remain Relevant		2532-33
		Remain Relevant		2532-33
	1. Start advertising with the local language to relate with the society. This will help break the perception that the bank only targets a niche market 2. Translate content in our Channels by providing local language options Standardizing the bank name for all regions from Stanbic to another name to avoid the confusion with other banks. Breaking the silos. Review salaries to eliminate huge discrepancy among staff. Empower and Train the reception staff to be customer centric. Additionally improve the look and feel of the reception.	Create the Echo of a Thousand Good Times		2532-33
	1. Own up if at fault and go ahead and provide outstanding options for the customer. This will allow the customer feel cared for and easily accept the apology. The customer will also definitely talk about this experience and win over others. 2. Empower our staff to make quick decisions to respond to customers in distress due to bank related issues. Always be willing to provide a solution to a customer requiring bank services e.g Card issues	Control the Damage Ahead of Time		2532-33
		Remain Relevant		2532-33
	A customer is admitted in hospital for a surgery, the son who is studying abroad and his fee payment does not go through. The relationship manager is contacted by the customer to check what may have gone wrong. Meanwhile, we as a bank book the son into a hotel to ensure his safety. We assure the school that we will make the payment in the shortest possible time. We quickly track the payment made by the customer and confirm the bank made a mistake and sent the money to the wrong corresponding bank. We go ahead and make a new payment for the fee as we sort reimbursement of the money wrongly channeled back to the bank while taking in the liability for any losses we may incur in the process. We also go ahead and settle the customers hospital bill as an apology.	Control the Damage Ahead of Time		2532-33
	Personalized Service where the bank CEO and a team of staff visit the impacted customer to address their concern and assure them that as a bank we care for their continued loyalty to the bank.	Exaggerate the Experience	Can Do	2532-33
*	Pay fare for public transport users and take care of their lunch costs during the journey.	Exaggerate the Experience	Can Do	2532-33
	Out of this world birthday experience for our customers - Involves knowing your customer well	Exaggerate the Experience	Can Justify	2532-33
	Pay a specific bill for our customers in January e.g. School fees for all their children, or Rent	Exaggerate the Experience	Can Shift	2532-33
*	Payoff 20% of customers loans	Exaggerate the Experience	Can Do	2532-33
*	Empower our staff to make quick decisions to respond to customers in distress due to bank related issues.	Control the Damage Ahead of Time	Can Do	2532-33
	Always be willing to provide a solution to a customer requiring bank services e.g Card issues	Control the Damage Ahead of Time	Can Do	2532-33
	Own up if at fault and go ahead and provide outstanding options for the customer. This will allow the customer feel cared for and easily accept the apology. The customer will also definitely talk about this experience and win over others.	Control the Damage Ahead of Time	Can Do	2532-33
	Buying wheel chairs to disabled members of the society	Remain Relevant	Seemed Like a Good Idea at the Time	2532-33
	Start an education foundation for less privileged children.	Remain Relevant	Can Do	2532-33
	Mentor the retired/about to retire members of the society to prepare them for life after retirement.	Remain Relevant	Can Do	2532-33
	Provide Basic Health Care Education and health checks for members of the society in remote areas e.g. Turkana	Remain Relevant	Seemed Like a Good Idea at the Time	2532-33
	Start advertising with the local language to relate with the society. This will help break the perception that the bank only targets a niche market.	Create the Echo of a Thousand Good Times	Can Do	2532-33
	Translate content in our Channels by providing local language options.	Create the Echo of a Thousand Good Times	Can Do	2532-33
	Standardizing the bank name for all regions from Stanbic to another name to avoid the confusion with other banks.	Create the Echo of a Thousand Good Times	Seemed Like a Good Idea at the Time	2532-33
*	Breaking the silos. Review salaries to eliminate huge discrepancy among staff. Empower and Train the reception staff to be customer centric. Additionally improve the look and feel of the reception.	Create the Echo of a Thousand Good Times	Can Shift	2532-33
	free digital kids expereince	Exaggerate the Experience	Can Do	2532-23
	Free digital kids experience-linking with our corporate customers to provide opportunities for our customer kids to get exposure to technology for free	Exaggerate the Experience	Can Do	2532-23
	We are much obliged to you-help our customers manage their financial goals through technology.i.e alerts that remind them of a certain financial goal as they spend.	Exaggerate the Experience	Can Justify	2532-23
*	We are much obliged to you-help our customers manage their financial goals through technology.i.e alerts that remind them of a certain financial goal as they spend.shopping bags that scan your total cost	Exaggerate the Experience	Can Justify	2532-23
	Perpetual mortgage- giving our customers mortgages that transcends generations	Exaggerate the Experience	Can Do	2532-23
	Being there for moments that matter-i.e birthdays, weddings,recognizing loyal clients and school fees etc.	Exaggerate the Experience	Can Shift	2532-23
	Paying tax for club membership for staff members	Exaggerate the Experience	Can Justify	2532-23
		Exaggerate the Experience	Can Justify	2532-23
*	1. Employees: Be interested in your employees hustles. Employees have side interests outside of work that make their life meaningful. The company must show interest in these interests in order to show oneness with their employees.	Create the Echo of a Thousand Good Times	Can Do	2532-23
*	2. CSR engagement which includes employees close CSR projects- Employees allowed to participate in the communities where they live and the company doubles all contributions- eg a borehole for the community, desks for a local school. The bank specifically budgets for employees community involvement and the SEE agenda clearly creates KPIs for all staff members.	Create the Echo of a Thousand Good Times	Can Justify	2532-23
	3. Active social media publishing for all relevant society engagements by the bank- The bank must actively show the community how we are involved>> twitter, facebook, etc to ensure awareness is created. All the good things must be published for all to see.	Create the Echo of a Thousand Good Times	Can Do	2532-23
*	4. Create a culture of all staff going into the various communities and making a difference, individually- eg- Going into the second hand markets around the country and teaching business people on financial management, etc.	Create the Echo of a Thousand Good Times	Can Do	2532-23
	5. Employees: Show oneness during moments that matter- During weddings, funerals, birthdays, etc. the bank should come together in a big way and share all the good times on relevant media. This helps to bring the Stanbic family together and show the community our togetherness.	Create the Echo of a Thousand Good Times	Can Shift	2532-23
		Create the Echo of a Thousand Good Times		2532-23
	Drive Stanbic market place by (a) introducing business to each other (b) organising trade fairs and (c) organising customer clinics	Remain Relevant	Can Do	2532-23
	Enable capability for reciprocal business between the Bank and Clients	Remain Relevant	Can Do	2532-23
		Remain Relevant		2532-23
*	Engage sustainable CSI and SEE to impact the society. Such as a) Raise funding for community projects which is a necessity. in this instance, the Bank can match or double the contributions b) Engage employees to realise pet projects	Remain Relevant	Can Justify	2532-23
		Remain Relevant		2532-23
*	Failure of Debit and Credit cards for both international and local:We need to have a real time monitoring system that gives real time failure.The Bank calls the customer proactively.We partner with an international global payments company to find a way of fulfilling for the customer.lock funds in customer's account to avoid loss of cash.	Control the Damage Ahead of Time	Can Justify	2532-23
*	Do awesome stuff add this, add this	Create the Echo of a Thousand Good Times	Seemed Like a Good Idea at the Time	123456
	It starts here	Focus on the Field of Awareness		123456
	I also want to do this	Focus on the Field of Awareness		123456
*	Echo	Focus on the Field of Awareness		123456
*	Relavant 1	Remain Relevant	Can Justify	123456
	And 2	Remain Relevant	Can Shift	123456
	Here we go	Exaggerate the Experience	Seemed Like a Good Idea at the Time	123456
	And 2	Exaggerate the Experience	Can Justify	123456
	Here it is	Control the Damage Ahead of Time	Seemed Like a Good Idea at the Time	123456
	And 2	Control the Damage Ahead of Time	Can Do	123456
	4. Work with SANS to sponsor more "security IQ session" to be available online and possibly at discount to the R\|W customer or, through R\|W sponsored events. One possible way to use this is to host events where we might present for one to two hours but allow attendees to stay all day using their own laptops, with the special event code, to take and complete a SANS certification in a day. Longer boot camp like events could be held as well. No SANS representatives are required because the courses are online. However, R\|W experts are available there for Q&A to further help attendees achieve SANS certification and possibly even R\|W unique certifications.	Remain Relevant	Can Justify	5
	5. When a support problem requires customer to stay late our own support personnel can order in food and drinks for the client as well as offer the family night gift to compensate them for missing time with their family.	Remain Relevant	Can Justify	5
	6. Support activities in regional areas that are tied to personal lives of our customer in that area. This could be marathons, trail building, sporting events, local cultural events.	Remain Relevant	Can Justify	5
	12. Have a community page or, blog where we share all of the activities discussed for all of the questions answered in this event.	Create the Echo of a Thousand Good Times	Can Shift	5
	4. If the damage may have put their data at risk we will pay for a third party consultant to perform independent security audit to help them identify, contain and mitigate any risk. If the damage may have resulted from improper configuration we will provide a single use audit through the CSI services.	Control the Damage Ahead of Time	Can Justify	5
	5. Several types of SWAT teams will be made available for onsite support as an escalation option. It could be one senior support technician but also could include others such as escalation engineer, pre-sales SE, labs researchers, etc. A team would be called early on the process to define the necessary resource and determine which would be best utilized on the site.	Control the Damage Ahead of Time	Can Justify	5
	6. In the event of the major events that affects many customers we should have a process in place to allow us to send onsite support and leverage partners who will "lend" us their senior SEs or, support personnel with extensive new-co product experience as a way to temporarily expand our forces and provide onsite regional support where new-co. actually lacks physical resources. The timeliness of the response and personal touch, using many of the ideas noted elsewhere, should make the experience stand out as excellent	Control the Damage Ahead of Time	Can Justify	5
	14. Regional support for each region to be able to deliver localized support in timely fashion and local language	Exaggerate the Experience	Can Justify	5
	7. Regional support for each region to be able to deliver localized support in timely fashion and local language	Control the Damage Ahead of Time	Can Justify	5
	Delivering on the promise, Understanding customer business case and being aware of situation, Listening to the customer, Ease of Use, One stop shop, Pre-Sales and Post-sales support experience,	Focus on the Field of Awareness		5
	1. Throw department party for security team for selected random customers	Exaggerate the Experience	Can Justify	5
*	2. Family night out for the customer who has to work overtime with our support people.	Exaggerate the Experience	Can Justify	5
	3. Select the charity working with our top customer and offer to deploy full TSS with multi year license and support.	Exaggerate the Experience	Can Justify	5
	4. Providing manpower for our customer charity event like building houses, providing medicinal supplies, etc.	Exaggerate the Experience	Can Shift	5
	5. Donate laptops with perpetual cloud web security to hospital, doctors without borders, schools or, other needy institutions.	Exaggerate the Experience	Can Shift	5
*	6. Bonus care package with foods certificate and drinks to cover the installation time.	Exaggerate the Experience	Can Justify	5
	7. Hall of fame in Websense website from support and sales for the best customer employee, partner they have worked with.	Exaggerate the Experience	Can Do	5
*	8. Sponsor all or part of an event like theater, concert, games (entire section) and invite key contributors from partner employees (this could also be from customers).	Exaggerate the Experience	Can Justify	5
	9. Pick a location like train/bus station where the commuter to work in the morning will be treated with coffee, cookies, bagel just to get their day started fresh with Websense Cup or, Napkin.	Exaggerate the Experience	Can Justify	5
	10. Arrange a restaurant for whole evening to giveaway dinner to people with tickets. People can be our customers, partners, prospects or, needy neighborhood .	Exaggerate the Experience	Can Justify	5
	11. Donate books to needy place/country.	Exaggerate the Experience	Can Do	5
	12. Sponsoring a health clinic in needy area of the world esp. with immunizations, etc.	Exaggerate the Experience	Can Justify	5
	13. Sponsoring Olympic person/teams trying to do the crazy like Jamaican Bobsled team	Exaggerate the Experience	Can Justify	5
*	1. For select vertical markets, and countries, we provide best practice and other information to support their efforts to innovate and expand their business. These would be in and out of our areas of expertise regarding such issues as 'cloud migration strategies', or 'safely leveraging social media', and so forth. It covers how to deal with risks (our area of expertise) combined with 'business' level guidance from consultants and others we partner with to ensure the information is reputable and trustworthy for their business planning purposes.	Remain Relevant	Can Justify	5
*	2. Through the office of the CSO, and a tighter relationship with SANS, we can provide both free white papers and webinars on top-of-mind security and business issues for our customers at both management and font-line levels. The value will be further enhanced by leveraging the vertical information discussed in #1, and applying it at a personal level. grocery	Remain Relevant	Can Shift	5
*	3. Time is the one constant among our customers lives. It is limited. Work takes away from their personal lives. So the value of a unified approach needs to be communicated on the personal level. Our message to management that R\|W solutions can ease the burden in face of a shortage of security personnel, has a personal value in that it requires less time to accomplish common objectives, automating many tasks to give the employee more time for those activities they rate of higher value.	Remain Relevant	Can Justify	5
	1. Providing laptops for needy causes ( schools, doctors without borders, etc)	Create the Echo of a Thousand Good Times	Can Do	5
*	2. Hall of fame to share the experience with customers, partners and employees who have shown exceptional skills ability or compassion in their duties.	Create the Echo of a Thousand Good Times	Can Shift	5
	3. Free sodas, energy drink and other beverages available at company's site. Needs to be available beyond HQ.	Create the Echo of a Thousand Good Times	Can Justify	5
	4. Restore Christmas company party for families.	Create the Echo of a Thousand Good Times	Can Justify	5
*	5. Holding an annual customer event which includes event like dinner, shows. This can be scaled for regions.	Create the Echo of a Thousand Good Times	Can Justify	5
	6. Encourage personnel in delivering local education, incentives and paid time off should be included. Even none security related topic.	Create the Echo of a Thousand Good Times	Can Shift	5
	7. Posters around the office with positive quotes contributed by customers.	Create the Echo of a Thousand Good Times	Can Do	5
	8. Do a sales kick off like event company wide to include people outside of sales. This could be onsite meetings to update them on same messaging followed by a party, dinner or, other event to celebrate our success.	Create the Echo of a Thousand Good Times	Can Justify	5
	9. A calendar with a map of the world (cartoon) highlighting every country where we have customers with a cartoon of something those countries are famous for.	Create the Echo of a Thousand Good Times	Can Shift	5
*	1. What can go wrong? Customer concerns can arise due to product functionality issue, or news of a vulnerability or flaw. This can be exacerbated, due to call overload situation that strain personnel or system limitations. Further communication challenges include language barriers, R\|W employee knowledge levels/experience/preparation or simply a lack of 'processes' for the situation... of a fast escalation process for new and unique situations.	Control the Damage Ahead of Time	Can Do	5
*	2. How can the response be exaggeratedly good? First, a quick process to understand the problem and begin diagnostics. Engage partners or others early who can deliver a 'personal touch' experience throughout the process. Receive diagnostics quickly and effortless 'in real time'. (The experience should NOT seem like they are performing testing we should have done.) Provide tools to automate much, if not all, of the work. Provide workarounds for solutions that may require more time, particularly if their operations have been interrupted. The solutions should NOT interrupt operations.	Control the Damage Ahead of Time	Can Justify	5
*	3. How can you make the customer 'whole' for any damage? If damage has occurred, provide a scaled level of MCS support for a period of time, extend their license, or provide complimentary solutions for the remainder of their current license period (ie. Sandbox if the problem was breach related.). Insure they understand the root cause of the problem... and provide assurances that it will not happen. Also, if the nature of the problem impacted an activity, we may consider covering the cost of redoing that activity. (ie (down time during an important webinar.) Offering an apology that can be extended to their own customers, one that highlights the professionalism of their own team in responding.	Control the Damage Ahead of Time	Can Justify	5
	10. To collect the information necessary so that we can recognize key events in the lives of our customers, partners and employees such as birthdays, anniversaries, births and charitable activities such as running in marathon to earn money for charities. These could be celebrated with personal notes, donations and recognizing happy moments on our websites community.	Create the Echo of a Thousand Good Times	Can Justify	5
*	11. Provide a help me now button for different areas of the websites support, sales and professional services. Even duplicate Apple Quote Genius experience where they can make an appointment to meet with security generalist for advice.	Create the Echo of a Thousand Good Times	Can Justify	5
	We are behind customer, we will make it right, deliver more than customer expects, trusted advisor, go outside of customer's problem, above and beyond, call Raytheon first, we're going to make it work, won't let you down, your problem is our problem, we are their team-member, responsive, problem-solvers, honest, security first, understand & respect their risks.	Focus on the Field of Awareness		5
	thank-you party, appreciation day.	Exaggerate the Experience	Can Justify	5
	Provide food for customer family-day type event.	Exaggerate the Experience	Can Justify	5
	customers entered in to scholarship contest	Exaggerate the Experience	Can Justify	5
	develop an end-to-end workeable delivery process.	Exaggerate the Experience	Can Do	5
	chariteable contribution in their name or community outreach	Exaggerate the Experience		5
	thank you, followed up by executive-level ____.	Exaggerate the Experience	Can Do	5
	DoD shout-out - during thanksgiving find out particular base, do charity drive... seasonal	Exaggerate the Experience	Can Do	5
*	flyover during superbowl thanking customers that normally aren't thanked (other than soldiers) for security of country...	Exaggerate the Experience	Seemed Like a Good Idea at the Time	5
*	hall-of-fame program	Exaggerate the Experience	Can Do	5
	customer spotlights	Exaggerate the Experience	Can Do	5
	"wife-swap" - security personell swap	Exaggerate the Experience	Can Shift	5
	get a big bus, put a big thing on it, recognizing kids (STEM), thwarting cyber-threats, go to every football stadium.	Exaggerate the Experience	Can Justify	5
*	cyber-in-a-day, huge video promotion, nominations from customers on where to go (bases, schools, internationally). also have lots of buses donating ipads, notebooks, etc to schools at the same time.	Exaggerate the Experience	Can Justify	5
*	provide out technology & implement for free our technology to a non-profit org for free. Preferably one that just got hacked.	Exaggerate the Experience	Can Do	5
	we protect santa claus network & mission, commercial. fun experience for kids.	Exaggerate the Experience	Can Shift	5
*	drop technology for children to areas that neet it	Exaggerate the Experience	Can Justify	5
*	set up internet cafe's in underserved areas, with security, in underserved areas of world.	Exaggerate the Experience	Can Justify	5
	something for refugee crisis in europe?	Exaggerate the Experience	Can Shift	5
		Exaggerate the Experience		5
	extend maintainance agreements through government shutdowns	Remain Relevant	Can Do	5
	public school filtering technology provided free via websense	Remain Relevant	Can Shift	5
	secure cloud for school systems	Remain Relevant	Can Justify	5
	Provide 24x7 around-the-globe support with crisis response teams	Remain Relevant	Can Justify	5
	Protecting the most vulnerable in society	Remain Relevant	Can Justify	5
	internal communication whiteboard of volunteer/donation assistance.	Create the Echo of a Thousand Good Times	Can Do	5
	volunteer of the month on newco web site	Create the Echo of a Thousand Good Times	Can Do	5
	newco 200%+ match on employee community volunteering/donation (bagged lunch program, sport camps) plaques/evidence of employee involvement in conference rooms that customers see	Create the Echo of a Thousand Good Times	Can Justify	5
	free 24x7 support	Create the Echo of a Thousand Good Times	Can Justify	5
	bring back customer advisory council (triage on lost customers)	Create the Echo of a Thousand Good Times	Can Do	5
*	nominated super-committe with full rights to solve issues (create bill-codes for PS and other groups to erase/charge hourse, etc) mechanism / process in place to recognize when this occurs, tied to special liason / customer advocate identified, process to identify multiple SIs in particular deployments that need to be made whole as well and how (get renewal for free?), after resolving issue fly team and sr mgmt to customer owner of issue and take out to dinner / equivalent, automatic free upgrade to higher service level, mechanism (lights in office or device) to alert proper mgmt to leave whatever they are doing in order to make this priority, Provide a refilleable / replaceable object(s) at customer sites that initiate the emergency response team. One that is super-cool and obvious for lots of staff at customer to notice mechanism / process in place to recognize when this occurs, tied to special liason / customer advocate identified, process to identify multiple SIs in particular deployments that need to be made whole as well and how (get renewal for free?), after resolving issue fly team and sr mgmt to customer owner of issue and take out to dinner / equivalent, automatic free upgrade to higher service level, mechanism (lights in office or device) to alert proper mgmt to leave whatever they are doing in order to make this priority, Provide a refilleable / replaceable object(s) at customer sites that initiate the emergency response team. One that is super-cool and obvious for lots of staff at customer to notice mechanism / process in place to recognize when this occurs, tied to special liason / customer advocate identified, process to identify multiple SIs in particular deployments that need to be made whole as well and how (get renewal for free?), after resolving issue fly team and sr mgmt to customer owner of issue and take out to dinner / equivalent, automatic free upgrade to higher service level, mechanism (lights in office or device) to alert proper mgmt to leave whatever they are doing in order to make this priority, Provide a refilleable / replaceable object(s) at customer sites that initiate the emergency response team. One that is super-cool and obvious for lots of staff at customer to notice mechanism / process in place to recognize when this occurs, tied to special liason / customer advocate identified, process to identify multiple SIs in particular deployments that need to be made whole as well and how (get renewal for free?), after resolving issue fly team and sr mgmt to customer owner of issue and take out to dinner / equivalent, automatic free upgrade to higher service level, mechanism (lights in office or device) to alert proper mgmt to leave whatever they are doing in order to make this priority, Provide a refilleable / replaceable object(s) at customer sites that initiate the emergency response team. One that is super-cool and obvious for lots of staff at customer to notice mechanism / process in place to recognize when this occurs, tied to special liason / customer advocate identified, process to identify multiple SIs in particular deployments that need to be made whole as well and how (get renewal for free?), after resolving issue fly team and sr mgmt to customer owner of issue and take out to dinner / equivalent, automatic free upgrade to higher service level, mechanism (lights in office or device) to alert proper mgmt to leave whatever they are doing in order to make this priority, Provide a refilleable / replaceable object(s) at customer sites that initiate the emergency response team. One that is super-cool and obvious for lots of staff at customer to notice mechanism / process in place to recognize when this occurs, tied to special liason / customer advocate identified, process to identify multiple SIs in particular deployments that need to be made whole as well and how (get renewal for free?), after resolving issue fly team and sr mgmt to customer owner of issue and take out to dinner / equivalent, automatic free upgrade to higher service level, mechanism (lights in office or device) to alert proper mgmt to leave whatever they are doing in order to make this priority, Provide a refilleable / replaceable object(s) at customer sites that initiate the emergency response team. One that is super-cool and obvious for lots of staff at customer to notice mechanism / process in place to recognize when this occurs, tied to special liason / customer advocate identified, process to identify multiple SIs in particular deployments that need to be made whole as well and how (get renewal for free?), after resolving issue fly team and sr mgmt to customer owner of issue and take out to dinner / equivalent, automatic free upgrade to higher service level, mechanism (lights in office or device) to alert proper mgmt to leave whatever they are doing in order to make this priority, Provide a refilleable / replaceable object(s) at customer sites that initiate the emergency response team. One that is super-cool and obvious for lots of staff at customer to notice	Control the Damage Ahead of Time	Can Justify	5
	Pro-active senior leadership apologizing in person to senior customer leadership.	Control the Damage Ahead of Time	Can Do	5
	refund their "dinner" (or equivalent product price, or next year's maintainance fee)	Control the Damage Ahead of Time	Can Justify	5
	Care about:	Focus on the Field of Awareness		4
	Customer Cares about:-Understanding their Mission Objectives and that their needs being met; Understanding Quality of Service; Certifications, Accreditations, and Compliance: Reputation Accountability; Customer Support; Simplistic Usability; ROI, Value, Reliability; They Understand it-Trusted Partner; Services are Top Notch; Committed/Loyalty to Customers; They can Differentiate Quality as we will make it work to meet their expectations/requirements. We are smart and informed industry leaders.	Focus on the Field of Awareness		4
*	Simplify Contracting Experience	Exaggerate the Experience	Can Do	4
	Unique Identifier Concern-Identifying a unique customer number to enable the customer to call in and have a more personalized support experience.	Exaggerate the Experience	Can Do	4
*	Customize product/maintenance/support for the customer to meet their needs. No limits.	Exaggerate the Experience	Can Do	4
*	Expedited and formalized buying Process. Having a Status Bar of where we are in the process. Concierge process for customers.	Exaggerate the Experience	Can Shift	4
	Customer Rebates-For every dollar used, you get a credit for a future purchase	Exaggerate the Experience	Can Do	4
	Program NewCo is the name of the proposed program- Customer would purchase maintenance, but we wouldn't charge the customer for the license.	Exaggerate the Experience	Can Justify	4
	Personable Buying and Customer Experience-Becoming more personalized throughout the buying process.	Exaggerate the Experience	Can Do	4
*	Customer Appreciation Event- Be a great destination, paid for by the customer, all about the company and give them valuable company data. Rockwall at a swimming pool and hose down customers and whoever got to the top, wins. A Global Customer Event where all customers would be invited. Appreciation event by the customer location to ensure that the customer can attend. Executives shake the hands of each customer.	Exaggerate the Experience	Can Justify	4
	Match/Donate contributions to Charities that is important to the customer.	Exaggerate the Experience	Can Justify	4
	Wounded Warrior Intern placed at the customer's organization. Sending this person to Cyber University. Swap employees with customer for cross training.	Exaggerate the Experience	Can Justify	4
*	Dedicated Customer Success Advocate-Outside of Sales	Exaggerate the Experience	Can Shift	4
	Acknowledging Continued Resolution-Govt Shutdown and how does it affect the person opposed to business.	Remain Relevant	Can Do	4
	Grief counseling for customers through world events and tragedies.	Remain Relevant	Can Justify	4
	Resource Foundation-Community Outreach spearheaded by employees. Includes Charitable outreach; Creating a cyber cafe within Ronald McDonald house and providing security to those machines.	Remain Relevant	Can Justify	4
	Supporting STEM Education.	Remain Relevant	Can Justify	4
	Outreach Programs specifically outside of the scope of the company you are employed by.	Remain Relevant	Can Justify	4
	Ensure continuity of services by offering rebates or credits	Create the Echo of a Thousand Good Times	Can Do	4
	Reinvestment Program into the customer. Services/Training/We won't cut you off on maintenance during hard times.	Create the Echo of a Thousand Good Times	Can Do	4
	Localized User Groups for Products	Create the Echo of a Thousand Good Times	Can Do	4
	First you have to have the relationship with company to customer. Then you can show the relationship and expand.	Create the Echo of a Thousand Good Times	Can Do	4
	Huge Annual Bonuses for Employees	Create the Echo of a Thousand Good Times	Can Justify	4
	Cyber Security Forum Meetings	Create the Echo of a Thousand Good Times	Can Do	4
	Involving both Customers and employees in the AFCEA program.	Create the Echo of a Thousand Good Times	Can Do	4
	Sponsor Roadside Services	Create the Echo of a Thousand Good Times	Can Justify	4
	Technology camps for employees and customers kids sponsored 100% by company	Create the Echo of a Thousand Good Times	Can Justify	4
	Every customer has a dedicated support person; Offer a VIP card to use at the customer's discretion.	Control the Damage Ahead of Time	Can Justify	4
	Whats on your shelf and why? Create a Tiger Team to go onsite and find out why the product hasn't been deployed.	Control the Damage Ahead of Time	Can Justify	4
	Customer's Mission is met where promised deliverables are executed on time. Providing 24*7 Support to all customers without extra charge.	Control the Damage Ahead of Time	Can Justify	4
	One Support Funnel for ALL products.	Control the Damage Ahead of Time	Can Do	4
	Ensure Services/Sales/Customer Support have weekly discussions regarding customer health.	Control the Damage Ahead of Time	Can Do	4
	Sending Monthly Reports to Customers of concerns/issues and how we are addressing them.	Control the Damage Ahead of Time	Can Do	4
	Monthly/Quarterly Customer Success Manager Visits to check customer health	Control the Damage Ahead of Time	Can Justify	4
*	When you purchase Websense, you get Websense certification OR a "Websense Admin"	Control the Damage Ahead of Time	Can Justify	3
*	Free Gym Membership w/ subscription	Remain Relevant	Can Justify	3
*	Bottomless starbucks mugs (purchase in december for january)	Remain Relevant	Can Justify	3
	Historical timeline of "Innovations" on mugs/T-shirts	Exaggerate the Experience	Can Do	3
	Use "Heaven Dollars" as inspiration. Give customers "JMac $$" to purchase SWAG	Exaggerate the Experience	Can Shift	3
*	A day in someone else's shoes: Switch places with someone in another department	Create the Echo of a Thousand Good Times	Can Do	3
	Websense Birthday: Send all customers and open opps a cupcake or cake with Websense new name on it.	Exaggerate the Experience	Can Shift	3
*	Websense Ambulance	Control the Damage Ahead of Time	Can Justify	3
	Countdown timer: Tech will contact in this time.....(Missile shoots across the screen if not)	Control the Damage Ahead of Time	Can Justify	3
	Staying out of the news, being proactive, mitigating risk, support experience, protected, post sales engagements, nurtured, ROI, ease of use	Focus on the Field of Awareness		3
	Staying out of the news, protected, ROI, proactive, support experience, nurture, post sales,	Focus on the Field of Awareness		3
	free year of Websense subscription, Christmas in July, spontaneous gifts to all customers (games?), Ipad to all customers, ex customers, prospects, handwritten note from C-suite from anyone who purchases Websense or after a trade show, free Websense for non profit/schools, Send a support guy to be a Websense admin for a week (Admin gets a paid week off), free training whether online or @ Websense, premium support for everyone, Websense Lounge at critical hubs,	Exaggerate the Experience	Can Justify	3
	free year of Websense subscription, Christmas in July, spontaneous gifts to all customers (games?), Ipad to all customers, ex customers, prospects, handwritten note from C-suite from anyone who purchases Websense or after a trade show, free Websense for non profit/schools, Send a support guy to be a Websense admin for a week (Admin gets a paid week off), free training whether online or @ Websense, premium support for everyone, Websense Lounge at critical hubs,	Exaggerate the Experience	Can Justify	3
*	Pay for Ubers	Exaggerate the Experience	Can Justify	3
*	Week off/Vacation	Exaggerate the Experience	Can Justify	3
	Afternoon Comedy	Exaggerate the Experience	Can Do	3
	Office of the CISO: Directed, vertical based knowledge	Remain Relevant	Can Do	3
*	Equip them with relevant information for their current position and elevate security knowledge first responders	Remain Relevant	Can Do	3
	Time management skills articles	Remain Relevant	Can Do	3
	Tips & public praise	Remain Relevant	Can Do	3
	Personal Trainer/Nutritionist	Remain Relevant	Can Justify	3
	Post Sales: keeping the relationship	Create the Echo of a Thousand Good Times	Can Do	3
*	Customer user groups/conferences: training, leadership everyone has same technology; through a network provided by the school; monitored and filtered by school	Create the Echo of a Thousand Good Times	Can Do	3
	Not just a number, valued as a person. Feeling empowered.	Create the Echo of a Thousand Good Times	Can Do	3
*	Personal benefits: protection	Create the Echo of a Thousand Good Times	Can Justify	3
	We've done some local things: Food Drives (Caritas), Coat drive, Flood Victims, but looking more globally too: Make a wish (piggy back Ratheon?)	Create the Echo of a Thousand Good Times	Can Do	3
	Implementation issues	Control the Damage Ahead of Time	Can Do	3
	Customer getting punished for something they didn't know (5 Tickets)	Control the Damage Ahead of Time	Can Do	3
	messaging issues	Control the Damage Ahead of Time	Can Do	3
	I'm extremely sorry, what can I do??? Figuring out what can rectify a situation means all the difference to a customer: Empathy partners with the customer to get them ready for the next release, get ready for A&A testing, and get trained on new versions	Control the Damage Ahead of Time	Can Do	3
	Swag!	Control the Damage Ahead of Time	Can Do	3
*	Compensate or reimburse for damage done.	Control the Damage Ahead of Time	Can Justify	3
*	fair, firm, fast	Control the Damage Ahead of Time	Can Do	3
*	Websense Day! State/Regional parties once a year to all Websense customers. Just to say thank you and we value you. Websense employees attend to meet customers.	Exaggerate the Experience	Can Justify	3
	Double the time it took for us to fix it (add to their subscription).	Control the Damage Ahead of Time	Can Justify	3
	Don't charge for premium support	Control the Damage Ahead of Time	Can Justify	3
*	Everyone gets MCS	Control the Damage Ahead of Time	Can Justify	3
	Restaurant: Reliability, Ease of Use, CRM . Consumer: Ease of Use, Access to restaurants that I'm interested in, Credible resource of information (reviews, photos, descriptions)	Focus on the Field of Awareness		LA
	Free Drink to all opentable resos. Pop up restaurant run by OT employees, donate profits. Comp meal for all diners at one or more OT restaurant for NYE.	Exaggerate the Experience		LA
*	Share with Customers everything our product has actively caught or protected	Remain Relevant	Can Do	q
*	At each Websense Data Center have power generators powerful enough to power not only the data center but also the surrounding community	Remain Relevant	Seemed Like a Good Idea at the Time	q
	professional / career development resource	Create the Echo of a Thousand Good Times	Can Justify	q
	career coaches \ Leadership programs	Create the Echo of a Thousand Good Times	Can Shift	q
	Respect and understanding for the customer's environment / time Experience Did we keep our promise	Focus on the Field of Awareness		q
	Respect and understanding for the customer's environment / time Experience Did we keep our promise	Focus on the Field of Awareness		q
	Rebuild of customer's identify if their Identity is stolen	Exaggerate the Experience	Seemed Like a Good Idea at the Time	q
	gift certificates to wounded warriors for face to face meeting	Exaggerate the Experience	Can Justify	q
	Individual technical Consultant for any and every customer including onsite visits	Exaggerate the Experience	Seemed Like a Good Idea at the Time	q
	Free product training	Exaggerate the Experience	Can Justify	q
	No restrictions on Follow the sun support	Exaggerate the Experience	Seemed Like a Good Idea at the Time	q
	Send every customer to black hat or other security convention Edited to first X diners ever on OpenTable. Or a small amount every year?	Exaggerate the Experience		q
	Home Chef // Family cooked dinner //// Baby sitter with cleanup crew for all customers something to remove the customer from what is currently drowning th	Exaggerate the Experience	Seemed Like a Good Idea at the Time	q
*	Work with family / close individuals to celebrate customer's special days (birthday, anniversary) but make it unique to the customer. If customer likes Wine, a trip to Napa Valley	Exaggerate the Experience	Can Justify	q
	Free 2 day session with Stan Slap	Exaggerate the Experience	Seemed Like a Good Idea at the Time	q
	walk on roll to super hero movie	Exaggerate the Experience	Can Justify	q
*	Life Saver - Stress /save time House cleaning Chef for dinner Chef prepared lunches Child care Grocery Delivery Identity Back Walk-on Roll for super-hero movie Employee appreciation events - RDJ handing out awards / Concert for company / Cupcake Truck Gaming truck in the voice of Thor	Exaggerate the Experience	Can Justify	q
*	Hells Kitchen in the office	Exaggerate the Experience	Can Justify	q
*	Create a customer portal specific for the customer in which we would add content for that industry The portal would also include a central forumn in which each customer's employees' can congregrate and discuss various topics Create a industry portal in which all customers with in the same industry can congregrate and dicuss strategies Research industry whitepapers Hire industry specialists who can advise/consult within the inudstry and how to overcome hurdles	Remain Relevant	Can Shift	q
	Donate to Charity in Customer's name - to wounded warriors, etc. Love Fund - Employees choose to donate a certain amount each month and employees nominate customers or other employees who have experienced a hardship to a distribution email to request for assistance or gifts to be sent A section on our support page or customer portal to higihlight an employee or customer telling a story of an event or local charity in their community	Create the Echo of a Thousand Good Times	Can Justify	q
*	Not meeting commnitments - Upgrade/installation failure -- Escallation On-site Individual Weekly Followup Increase level of support until issue is addressed Financial Recompense	Control the Damage Ahead of Time	Can Shift	q
*	Swat Team (response team) that contains both Websense and non-websense employee's to respond to any critical issues (non websense employee's can provide a non-Websense perspective	Control the Damage Ahead of Time	Can Justify	q
	Architecture Review / Training for clients (not ne	Create the Echo of a Thousand Good Times	Seemed Like a Good Idea at the Time	q
*	Architecture Review / Training for clients (not necessarily Websense Architecture but Total Architecture ) provide Pen-Test for customers to help them with any potential pitfalls	Create the Echo of a Thousand Good Times	Can Justify	q
	Give an accolade to Customer's Managers to show the customer is doing a good job as well	Exaggerate the Experience	Can Do	q
	Formal leadership program for Employees	Exaggerate the Experience	Can Shift	q
	Enhanced Team building skills	Exaggerate the Experience	Can Justify	q
	end user experience	Focus on the Field of Awareness		3
	does it just work	Focus on the Field of Awareness		3
	just works, end user experience, maintainable, mission enabling, supportable	Focus on the Field of Awareness		3
	12 month personal services team with purchase	Exaggerate the Experience	Can Shift	3
*	gratis license(s) with purchase for integration/test	Exaggerate the Experience	Can Do	3
	Employee loyalty stuff: keep Christmas to new year holiday, winter holiday party, random incentive awards (think cash)	Exaggerate the Experience	Can Justify	3
	Company dev/test environment: customer equivalent environments/resources, less hurdles for procurement of this hardware/software.	Exaggerate the Experience	Can Justify	3
	sponsor / foundation for warfighter post service	Remain Relevant	Can Justify	3
	Corporate support of volunteer culture for educational STEM program involvement	Remain Relevant	Can Do	3
	don't hesitate to put a person at a site proactively	Create the Echo of a Thousand Good Times	Can Justify	3
	dedicated liason for quote to cash through installation and implementation	Create the Echo of a Thousand Good Times	Can Do	3
	rebuild corporate trust with general employee base. For example company gatherings of all levels that have gone away recently. show on website that average employee has worked there X years. Champion employees not just products.	Create the Echo of a Thousand Good Times	Can Do	3
	Have a live person answer the main phone number. This was phased out about 2 years ago at RTCS Herndon.	Create the Echo of a Thousand Good Times	Can Do	3
	Software does not work as expected (this was under what could go wrong category)	Control the Damage Ahead of Time	Can Do	3
	Software upgrade breaks a functional operational environment (this was under what could go wrong category)	Control the Damage Ahead of Time	Can Do	3
	don't hesitate to send an expert back onsite to fix a problem	Control the Damage Ahead of Time	Can Justify	3
	Have red phone relationships with our vendor partners ahead of a problem. Take leadership of herding any vendors that impact the problem.	Control the Damage Ahead of Time	Can Justify	3
	classified NOCs	Control the Damage Ahead of Time	Seemed Like a Good Idea at the Time	3
	include health assessment follow ups with products. Listen and recommend solutions to anything they bring up.	Control the Damage Ahead of Time	Can Shift	3
	free 24/7 support, free training,	Exaggerate the Experience		3
	Expertise, understanding complexity, experience in the industry, understanding their problem, forward thinking - "knowing what they don't know", available, maleable, integrity	Focus on the Field of Awareness		1
*	Virtual Reality demonstration at network security Ground Zero - Starbucks open wifi or Airport open Wfi. Using a virtual reality headset, show the public how much they are under attack (using Raytheon products for detection of course). Before the customer sits down, "Do you know you are under ATTACK???" Show the public in a walkthrough of data breaches and the potential hazards that can breech your identity and safety.	Exaggerate the Experience	Can Justify	1
	Give software to the open source community.	Exaggerate the Experience	Can Do	1
*	Visualization of University data -- making more understandable to the public.	Exaggerate the Experience	Can Do	1
*	Crisis Data Team - send in a team to active crisis areas around the world to link data for all first responders, communities, etc. Satellite connections, etc. Issues arise when the country, community, etc. being helped may be a "frenemy", or friendly enemy, so sharing data is next to impossible. NewCo products provide the tools needed to safely share and analyze data. So foreign governments, local social media, foreign support agencies, multi-national help groups can share as much data as possible security and safely.	Exaggerate the Experience	Can Justify	1
*	Create a game - Social engineer a way into places using the help of the public (giving suggestions of how) to show the public how to be more secure. Prizes for the individuals that help the "social engineer" the farthest into a location. Also, prizes to people that can social engineer someone else. Provide incentives to internal employees to participate - coming up with scenarios, etc. Helps the public start to understand the problem and think about security in new ways. Helping the "enemy" helps you understand the tactics in what they do.	Exaggerate the Experience	Can Shift	1
*	Concierge Service - Provide a "fake" call bell that instead of "dinging" makes a direct call to your "customer experience manager" aka personal swat team. Ring the bell and you are called by the concierge. Think pressing "0" at the hotel room.	Exaggerate the Experience	Can Justify	1
	Relevancy though the use of inovative thought leadership. Get your customers to see the problem of the future - a problem we already see. In the past as long as the moat was deep enough and the castle walls high enough, the bad actors were kept out. We see security from the perspective of dwell time - how long has the wall been breeched, how long have they been inside the walls. It took centuries for kingdoms to realize you can't keep only the good in. Customers need to approach security with the understanding they are always reacting to security issues not preventing them. Using the Apple analogy - PC manufacturers wondered what they could put in the computer, Apple wondered what customers could get out of it. Coming to terms with the fact that "security events happen" and start understanding that the more you know about what you have the more secure you are.	Remain Relevant	Can Do	1
	Employee summit - create a "company holiday" and send ALL employees to a geat location. Bring in customers to tell the employees how their solutions help their missions. Have employee sessions which long tenured employees tell why they stayed or new employees of why they chose this company. Talk about business successes, employee successes, personal successes, etc.	Create the Echo of a Thousand Good Times	Can Justify	1
	Employee Customer Mentorship Program - employee to customer or employee to community.	Create the Echo of a Thousand Good Times	Can Do	1
	Customer acknowledgement program - fully produced video clips on customer success stories. Youtube channel, etc.	Create the Echo of a Thousand Good Times	Can Shift	1
	Youtube primetime talk show - talkshow host(s) discuss problems and solutions with curent and former customers. Showcase specific scenarios and lessons learned. Ask the tough questions (boxers or briefs?).	Create the Echo of a Thousand Good Times	Can Justify	1
	Fluffy commercials - we have no commercials now so how about some fun, funny, and scary commercials about cyber security and how our solutions keep folks safe?	Create the Echo of a Thousand Good Times	Can Justify	1
	Stop selling fear and start selling comfort. People would rather buy a warm, wool blanket than a cold, steel handgun. The company needs to appear as safety and not protection.	Remain Relevant	Can Do	1
	Offsite replication - create the infrastructure to allow all customers to store not only their configuration but an exact replica of the hardware environment. Full and complete backup of the systems where a complete reinstallation of a customer's environment can be done nearly immediately. SCIF space, regional locations, etc. An Amazon style distribution for faster recovery. All hardware loaded with software and configuration near the customer sites.	Control the Damage Ahead of Time	Can Justify	1
	Triage team - analytical experts (ethical hackers, etc.) are sent in to review the magantude of a breech if our software doesn't work. Find other vulnerabilities and suggest/install other software - even competitors - to protect the environment. Post breech report with follow on reports set on intervals.	Control the Damage Ahead of Time	Can Justify	1
	Red Tape Tiger Team - any process that starts to block a customer getting the job done gets a team is deployed to get through the red tape. Streamline the process with applying resources that are normally never funded within the company - contracts, finance, supply chain, etc. made up of the best and brightest in their fields and, most importantly, enabled to make decisions.	Control the Damage Ahead of Time	Can Do	1
		Control the Damage Ahead of Time		1
		Exaggerate the Experience	Can Do	1
	My second idea	Focus on the Field of Awareness		1
	Ideas Here If we do this, And this	Exaggerate the Experience	Seemed Like a Good Idea at the Time	1
*	Idea Here # 2	Exaggerate the Experience	Can Justify	1
	Here we go	Create the Echo of a Thousand Good Times	Seemed Like a Good Idea at the Time	1
*	Here's another one	Create the Echo of a Thousand Good Times	Can Do	1
	Testing it	Remain Relevant		1
	No idea	Remain Relevant		1
	Don't Talk	Control the Damage Ahead of Time	Can Justify	1
	timeframes - quickly and effectively meet mission requirements, quality of support, responsiveness, level of expertise, subject matter experts, amount of engagement -- all levels, reliable, trustworthy, we're a trusted advisor, less rigid/flexible, execution, willingness to customize/change with customer, credibility, accreditability, mission centric -- we get their business, availability, open architecture -- work with what they have/not rip and replace, defacto standard, focused solutions -- focus on specific solutions for specific missions, protection, deep relationships -- cradle to grave, transparency	Focus on the Field of Awareness		2
	super bowl on aircraft carrier	Exaggerate the Experience	Seemed Like a Good Idea at the Time	2
	wounded warrior	Exaggerate the Experience	Seemed Like a Good Idea at the Time	2
	contribution on behalf of customer	Exaggerate the Experience	Seemed Like a Good Idea at the Time	2
	infrastructure to do video teleconferencing from forward deployed to families (been done)	Exaggerate the Experience	Can Justify	2
	HGTV takeover of barracks or base housing	Exaggerate the Experience	Can Justify	2
	habitat for humanity for wounded warrior housing	Exaggerate the Experience	Can Justify	2
	concerts	Exaggerate the Experience		2
	common graphical user interface across all products	Exaggerate the Experience	Can Shift	2
	send a custom comic or a cupcake with a brochure request	Exaggerate the Experience	Seemed Like a Good Idea at the Time	2
	windex with purchase of Trusted Thin Client	Exaggerate the Experience	Seemed Like a Good Idea at the Time	2
	model Raytheon drone or jet with High Speed Guard	Exaggerate the Experience	Seemed Like a Good Idea at the Time	2
	invisibility cloak	Exaggerate the Experience	Seemed Like a Good Idea at the Time	2
*	the batphone -- direct customer support expert	Exaggerate the Experience	Can Do	2
	link to upload issues for the day, webportal for customer feedback -- with response within 24 hours	Exaggerate the Experience	Can Justify	2
	live chat room -- 24/7	Exaggerate the Experience	Can Justify	2
	help desk chat roulette -- live to customer support person ... might get executive interaction	Exaggerate the Experience	Can Justify	2
	facebook for customer interaction/community portal	Exaggerate the Experience	Can Do	2
*	open source portion of our cyber technology for personal use	Exaggerate the Experience	Can Do	2
	mascot -- interactive on website	Exaggerate the Experience	Seemed Like a Good Idea at the Time	2
*	free flights anywhere for active duty defense and intel and wounded warriors and families	Exaggerate the Experience	Can Justify	2
	client is breached we will send experts on-site in 24 hours to do forensics. for free	Exaggerate the Experience	Can Justify	2
*	cyber blog -- useful everyday tips, syndicated	Exaggerate the Experience	Can Do	2
*	take over base exchange or walmart in small base towns for the day ... our employees working there and also working a tech help desk	Exaggerate the Experience	Can Justify	2
	safe schools	Exaggerate the Experience	Can Justify	2
*	cyber university for retraining, general learning	Exaggerate the Experience	Can Shift	2
	online reference library, CBT training	Exaggerate the Experience	Can Shift	2
	natural disasters	Remain Relevant	Seemed Like a Good Idea at the Time	2
	migrants	Remain Relevant	Seemed Like a Good Idea at the Time	2
	missing and exploited children	Remain Relevant	Seemed Like a Good Idea at the Time	2
	feeding the less fortunate	Remain Relevant	Seemed Like a Good Idea at the Time	2
	national night out, focus on community	Remain Relevant	Seemed Like a Good Idea at the Time	2
	addiction awareness and assistance	Remain Relevant	Seemed Like a Good Idea at the Time	2
	taking care of the elderly, folks who are alone without assistance Fit in where they don't	Remain Relevant	Can Justify	2
	Ronald McDonald House, Children's Hospital; cyber café, cyber library -- we protect and defend	Remain Relevant	Can Justify	2
	profile behavior patterns to find people at risk for being disenfranchised, foster community communications, support for our neighbors	Remain Relevant	Can Justify	2
	safe schools	Remain Relevant	Can Justify	2
	homeless assistance - dress for success	Remain Relevant	Can Justify	2
	customer budget cuts -- providing the same or better level of service to lower budget (Michelle Y) demands are unrelenting, tie maintenance costs to amount of increase or decrease in customer budget allocation	Remain Relevant	Can Justify	2
	family care of deployed soldier; peace of mind that their families are taken care of during times of crisis	Remain Relevant	Can Justify	2
	culture of constant change	Remain Relevant	Seemed Like a Good Idea at the Time	2
	biggest fear that what they bought is now irrelevant by the time the purchase comes through. worry that company they buy from or their policies are now obsolete (Michelle Y)	Remain Relevant	Can Do	2
	anticipation of new administration coming in (Dave R)	Remain Relevant	Can Do	2
	free training, technical exchanges; how to be developed as a manager	Remain Relevant	Can Justify	2
	JDRF support -- walk and sponsorship; do together as a team	Create the Echo of a Thousand Good Times	Can Do	2
	KABOOM -- sponsor building playgrounds; kit to build a playground; employees go to help build the playground with the leadership from KABOOM	Create the Echo of a Thousand Good Times	Can Justify	2
	STEM scholarships, AFCEA & NDIA NCCDC	Create the Echo of a Thousand Good Times	Can Do	2
	DEAR in the Headlights -- internal	Create the Echo of a Thousand Good Times	Seemed Like a Good Idea at the Time	2
	Spotlight on an employee on the website	Create the Echo of a Thousand Good Times	Can Do	2
	Employee family scholarship program	Create the Echo of a Thousand Good Times	Can Justify	2
	K-12 enrichment programs -- families	Create the Echo of a Thousand Good Times	Seemed Like a Good Idea at the Time	2
	military healthcare/VA experience is not good -- family support organization -- NEWCO crisis center file taxes, suicide hotline, homeless assistance file taxes, suicide hotline, homeless assistance file taxes, suicide hotline, homeless assistance	Create the Echo of a Thousand Good Times	Can Justify	2
	technical engineer swap -- large deal; swap 2/3 of our engineers with 2/3 of customer's engineers .. we work there for 6 months and they work with us for same time frame	Create the Echo of a Thousand Good Times	Can Shift	2
	accreditation -- battle plan; reset maintenance to start when receive ATO	Control the Damage Ahead of Time	Can Do	2
	bad experience overcome by how we make them whole pay for accreditation offer	Control the Damage Ahead of Time	Can Do	2
	preparedness and awareness of supply chain -- hardware -- hurricane preparedness kit communications plan	Control the Damage Ahead of Time	Seemed Like a Good Idea at the Time	2
	emergency response team empowerment, formalization of response and F* Up plan, regimented formalized approach, chief of damage control empowerment, formalization of response and F* Up plan, regimented formalized approach, chief of damage control empowerment, formalization of response and F* Up plan, regimented formalized approach, chief of damage control empowerment, formalization of response and F* Up plan, regimented formalized approach, chief of damage control	Control the Damage Ahead of Time	Can Shift	2
	lab kit provided to top enterprise customers with latest and greatest OS and our software ... software and maintenance provided ... prepared for changes in technology to be ahead of accreditation curve/timeline partners with the customer to get them ready for the next release, get ready for A&A testing, and get trained on new versions	Control the Damage Ahead of Time	Can Justify	2
	buy the Supply Chain -- OS vendor/hardware vendor -- so we control the whole process	Control the Damage Ahead of Time	Can Justify	2
	see bat phone idea from previous section	Control the Damage Ahead of Time	Can Do	2
	write any question you have on a card and post (Whole Foods) -- trouble ticket system live on website and post what we are doing to fix it	Control the Damage Ahead of Time	Can Justify	2
	see earlier chat roulette concept	Control the Damage Ahead of Time	Can Justify	2
	Ideas	Focus on the Field of Awareness		191919
	Consistency	Focus on the Field of Awareness		1
	Consistency	Focus on the Field of Awareness		1
	Consistency	Focus on the Field of Awareness		1
	Implementation Closed Loop.	Focus on the Field of Awareness		1
	Communication	Focus on the Field of Awareness		1
	Exceed the expectation	Focus on the Field of Awareness		1
*	Invite customers and non customers to a day of off road rally racing (dirtfish rally, Seattle WA)	Exaggerate the Experience	Can Justify	1
	Upgrade hardware at no cost to customer	Exaggerate the Experience	Can Shift	1
	Send CISO's security book that you recently read, with hand written note.	Exaggerate the Experience	Can Do	1
	Write recommendation on social networking (linkedin) for customer	Exaggerate the Experience	Can Do	1
	Complementary body scan (from health care provider)	Exaggerate the Experience	Seemed Like a Good Idea at the Time	1
	Case of the customers favorite chocolate	Exaggerate the Experience	Seemed Like a Good Idea at the Time	1
	Bring your spouse to dinner or complementary cooking course	Exaggerate the Experience	Can Justify	1
	Gift card for spouse to Spa	Exaggerate the Experience	Seemed Like a Good Idea at the Time	1
	Favorite local sporting event complementary tickets (not in a company suite) for customer /prospect and guest	Exaggerate the Experience	Can Justify	1
	Post sales gift no strings attached	Exaggerate the Experience	Seemed Like a Good Idea at the Time	1
	1 hour private lesson with PGA pro golfer	Exaggerate the Experience	Seemed Like a Good Idea at the Time	1
	Free Security Certification class (SANS, Microsoft, Cisco, Blackhat)	Exaggerate the Experience	Can Justify	1
*	Schedule post sales meeting with CISO/decision maker and instead of discussing technology, bring a custom tailor to fit customer for suit/dress	Exaggerate the Experience	Can Shift	1
*	hardware appliance comes with drone (but not advertised).	Exaggerate the Experience	Can Justify	1
	$200 gift card automatically sent to Websense admin who plugs in the software license key	Exaggerate the Experience	Seemed Like a Good Idea at the Time	1
	mobile detail provided to customer after purchase of product with card saying 'thank you from Websense'	Exaggerate the Experience	Can Justify	1
		Exaggerate the Experience		1
	Mail fancy 'golden ticket' to customer for 2 seats of free training on product with each new customer purchase	Exaggerate the Experience	Can Do	1
	Identity theft demonstration, captured on video, then educate on safe email/web spearphishing protection/avoidance	Exaggerate the Experience	Can Do	1
*	Pay in advance for parking 'complimentary of Websense'	Exaggerate the Experience	Can Justify	1
*	Pay for WIFI in a public place courtesy of WEBSENSE (i.e. 'Free wifi provided by our friends at Google' in Starbucks)	Exaggerate the Experience	Can Justify	1
*	Connect CISO's to other peers in their Geography	Remain Relevant	Can Do	1
*	Send whitepaper to customer/prospect on 'how to stay relevant to the board'. App	Remain Relevant	Can Do	1
*	Sponsor a walk-a-thon for their kid	Remain Relevant	Can Do	1
	take an interest in their everyday life / hobbies.	Remain Relevant	Can Do	1
	Sponsor rain jackets for security team	Remain Relevant	Can Shift	1
	Create a Podcast	Remain Relevant	Can Do	1
	Send quotes that can be easily reused by your security contacts	Remain Relevant	Can Do	1
*	Reduce attrition of employees (better benefits, stock options...)	Create the Echo of a Thousand Good Times	Can Shift	1
	customer testimonials on website	Create the Echo of a Thousand Good Times	Can Do	1
	Publish customer satisfaction scores on website	Create the Echo of a Thousand Good Times	Can Do	1
	host user group and have customer speak about positive experience	Create the Echo of a Thousand Good Times	Can Do	1
	In the UK the team collects food and used clothing and donates to charities	Create the Echo of a Thousand Good Times	Can Do	1
	Websense internal corporate match for charitable causes	Create the Echo of a Thousand Good Times	Can Do	1
	Pay up to 1 week annually towards volunteering time to charitable cause	Create the Echo of a Thousand Good Times	Seemed Like a Good Idea at the Time	1
*	Employees from all parts of the company should be allowed up to two weeks away from their regular roles to work for the charitable cause of their choice while continuing to earn their paycheck and benefits.	Create the Echo of a Thousand Good Times	Can Shift	1
*	provide up to $2000 annual tuition stipend for certifications	Create the Echo of a Thousand Good Times	Can Justify	1
		Create the Echo of a Thousand Good Times		1
		Create the Echo of a Thousand Good Times		1
*	Dirty install	Control the Damage Ahead of Time	Can Shift	1
	Outage of cloud technology	Control the Damage Ahead of Time	Seemed Like a Good Idea at the Time	1
*	lack of clear understanding of goals for technology	Control the Damage Ahead of Time	Can Do	1
	Own the mistake, take responsibility, offer a plan to correct mistake	Control the Damage Ahead of Time	Can Do	1
*	Product is broken and Feature Requests never are delivered	Control the Damage Ahead of Time	Can Do	1
*	Websense can provide a fix (re-install of software/hardware) at no cost	Control the Damage Ahead of Time	Can Justify	1
	onsite tech support	Control the Damage Ahead of Time	Seemed Like a Good Idea at the Time	1
	Free Mission Critical Support (MCS)	Control the Damage Ahead of Time	Seemed Like a Good Idea at the Time	1
	treat customers presales the same as post sales	Control the Damage Ahead of Time	Can Do	1
	invite customers to an amazing EBC experience	Control the Damage Ahead of Time	Can Do	1
*	Defense grade response team action (post sales)	Control the Damage Ahead of Time	Can Justify	1
	Have a VP of Tech Support show up at a customer site to explain SLA's / escalation path	Exaggerate the Experience		1
*	Rent out Disneyland (or other strategic location) for the day and invite all customers/prospects (not limited to IT individuals)	Exaggerate the Experience	Seemed Like a Good Idea at the Time	1
*	Replicate the Willy Wonka golden ticket experience. 1 platinum ticket, 10 golden tickets included randomly in appliance purchase. Platinum ticket wins you trip to space. Golden ticket wins you (and your family) trip to Disneyland.	Exaggerate the Experience	Can Justify	1
*	CISO global tour. Fly CISOs around to different cities to advise on various topics	Remain Relevant	Can Justify	1
*	Host a NEWCO BLACKOPS Security conference that is 'edgy'. Make it completely different from RSA, Blackhat, DefCon. AC/DC opens the event. Casual attire required. No name badges. Not commercialized. Everyone gets BlackOps business card. Host event at fancy hotel, get customers talking about it all year long.	Remain Relevant	Can Justify	1
	Publish employee of the month (nominated by customers/partners) on Websense website	Create the Echo of a Thousand Good Times	Can Do	1
*	every sales rep carries RFID poker chip business card. each color has different value (blue = hotel stay, red = $50 coffee credit @ starbucks...)	Create the Echo of a Thousand Good Times	Can Shift	1
*	Create NEWCO BLACKOPS team. Make it completely seperate from account management team, fully post sales, full access to Csuite, customer information. Mission is to provide quick aggressive resolution to solve customer problems to enable account team to focus more on presales. Not limited to enterprise customers. each region gets access to 6 black ops events per year used at your discretion	Remain Relevant	Can Justify	1
*	Engineering and QA processes so streamlined and well-done that all customers clamor for upgrades and hotfixes. Nobody "waits and sees" - everyone upgrades immediately.	Exaggerate the Experience	Can Justify	Two
*	Customers have immediate, 24/7 access to a human being by phone - a human being who speaks their native language and is empowered to resolve their issues and make whatever amends necessary. This one call connects customers to every team required to resolve the issue within 24 hours, even if this means a hotfix release.	Control the Damage Ahead of Time	Can Justify	Two
*	The complexity of our product features are simple for customers to use and understand. Using the product does not require extensive training, just a basic foundational overview. It "just works".	Exaggerate the Experience	Can Do	Two
*	Customers are in constant communication with their NewCo team - "relationship ambassadors" who are NOT salespeople, they are there just to hear the customer and gather relationship information. Customers are contacted at least weekly, and information gleaned is gathered in a database for future use by others (such as "this contact loves Ohio State football").	Exaggerate the Experience	Can Justify	Two
	Short messages to explain every daily upgrade. "We're now protecting you against..."	Remain Relevant	Can Do	Two
	Communities for hobbies and interests for customers and employees to connect over non-security interests -- college football, marathons, crochet, whatever!	Remain Relevant	Can Shift	Two
	Brown-bags and webinars about topics of interest to the industry and role. Also how world events are impacting global business, not just security.	Remain Relevant	Can Do	Two
	YouTube "TED Talks" with customers explaining why NewCo is relevant to them.	Remain Relevant	Can Do	Two
*	Inviting one customer company (or a panel of representative companies) to speak at other customer companies and presenting on their company culture, their company product, something of relevance to other businesses, even in unrelated industries.	Remain Relevant	Can Justify	Two
*	At least once a year, every company gets a surprise delivered by NewCo that gives something appreciated to each and every employee of the company. Doesn't have to be big -- doughnuts, Starbucks gift cards, etc. But every single person in the company gets a "Thank you" from us.	Create the Echo of a Thousand Good Times	Can Shift	Two
	As soon as a customer signs up, we invite the customer to interact with us -- in the panel, presentation, conference, etc. to see what they have to share with us.	Create the Echo of a Thousand Good Times		Two
*	Every employee gets one week paid vacation on their anniversary every year. Company pays for flights, hotel, etc. for the entire family.	Create the Echo of a Thousand Good Times	Can Justify	Two
	100% paid health care coverage for the employee and their family.	Create the Echo of a Thousand Good Times	Can Shift	Two
	Employees are encouraged to pursue career development, even if it means they will leave the company. We have a constant pipeline of people waiting for vacancies when others are moved into other areas. Encourage cross-training of employees across even unrelated areas of the company - Marketing, Support, Sales, etc.	Create the Echo of a Thousand Good Times	Can Do	Two
	Implement a method for all employees to feel they have a voice. Perhaps an "Ideas" or "IdeaStorm" sort of message board where ANY idea is acceptable, and they can be voted up/down.	Create the Echo of a Thousand Good Times	Can Do	Two
*	Empower front-line managers to award to employees what they most value and are motivated by - extra vacation, flexible hours, bonuses, etc.	Create the Echo of a Thousand Good Times	Can Do	Two
	Buying from newCo should mean exceptional support and experience for EVERYONE. White-glove treatment for all customers. Stop seeing support as a cost-center and stop trying to make it generate revenue. Use it as a customer experience differentiator.	Control the Damage Ahead of Time	Can Do	Two
	Enact new support metrics that are based on the new Enterprise Technology era - not outdated 1980s consumer call-center models. Consider support as customer retention and measure it on the financial metrics of retained and acquired customers, overall NPS and CSAT, not on how many calls handled per minute.	Control the Damage Ahead of Time	Can Do	Two
*	ALL sales include free professional services installation and free training (and of course because the product is so well-designed, the services and training would not need to be so extensive). We do this to ensure that our customers successful rather than hoping they can manage it on their own, often in underfunded and understaffed IT departments.	Control the Damage Ahead of Time	Can Justify	Two
	Focus the entire company on the same goal - customer acquisition and retention. Rather than departments operating at cross-purposes, all departments are measured on customer acquisition and retention.	Control the Damage Ahead of Time	Can Do	Two
	Create every possible media type for information - text, localized video with captions, Chat, infographics, etc. No nondescription or inactionable error messages.	Control the Damage Ahead of Time	Can Shift	Two
	Proactive monitoring on behalf of the customer to ensure that few to no crisis-level interventions become necessary. Especially do this for Large Enterprise customers who expect it and for small/medium customers who would never expect it. The customer's "A-team" monitors and proactively reaches out to fix issues, install hotfixes/updates before they become problems.	Control the Damage Ahead of Time		Two
	Every customer has a single point of contact for all contacts - sales, implementation, support.	Focus on the Field of Awareness		Two
	immediate and consistant and proactive communication	Focus on the Field of Awareness		Two
	streamlined upgrade process allowing for customer preferences and self-healing	Focus on the Field of Awareness		Two
	the company understands my business and therefore my needs and partners with me	Focus on the Field of Awareness		Two
	combined with another	Exaggerate the Experience		Two
	viral videos for previews at movie theaters	Exaggerate the Experience	Can Shift	Two
*	security infrastructure for free for recently hacked corps / money back guarantee	Exaggerate the Experience	Can Do	Two
	combined with another	Exaggerate the Experience		Two
	give the new direct connect endpoint away free to consumers/households	Exaggerate the Experience	Can Shift	Two
	hot air balloon/helicopter rides to show the 10,000 foot view of corporate security and how websense can protect	Exaggerate the Experience	Seemed Like a Good Idea at the Time	Two
	awards to customers for customer referals	Exaggerate the Experience	Can Do	Two
	company-wide volunteering	Exaggerate the Experience	Can Do	Two
	Lunch for the customer team for nn customers (who have a problem case)	Exaggerate the Experience	Can Do	Two
	make a movie with our customers as the stars/actors	Exaggerate the Experience	Can Justify	Two
	superbowl ad	Exaggerate the Experience	Can Justify	Two
	comic books	Exaggerate the Experience	Seemed Like a Good Idea at the Time	Two
	provide armor for all the humvees in a war zone	Exaggerate the Experience	Seemed Like a Good Idea at the Time	Two
*	block page sweepstakes / comic-fun blockpage of the day	Exaggerate the Experience	Can Do	Two
	hounds for heroes - fund service dogs for veterans with ptsd	Exaggerate the Experience	Can Shift	Two
*	gas pump message when they swipe their cc - free gas for that customer and a message - Exxon is using websense to protect your cc from being hacked.	Exaggerate the Experience	Can Shift	Two
	super hero / sports heroes visits to kids in hospitals around the world	Exaggerate the Experience	Seemed Like a Good Idea at the Time	Two
	profit sharing with our customers	Exaggerate the Experience	Seemed Like a Good Idea at the Time	Two
	recognize all special events in the lives	Remain Relevant	Can Shift	Two
	scholarship for customer children attending college	Remain Relevant	Seemed Like a Good Idea at the Time	Two
	internship for all customer's children	Remain Relevant	Seemed Like a Good Idea at the Time	Two
*	Free annual conference for all websense customers and family - enjoy the present, protect your future. Discussions and panels on personal finace, retirement, college funding, etc, etc - no discussion of IT security	Remain Relevant	Can Shift	Two
*	Pay for customer attendance to conferences for their industry	Remain Relevant	Can Shift	Two
	send circ de solei to the company for a performance	Remain Relevant	Can Shift	Two
*	Podcast series directed to the issues/needs the customers industry faces	Remain Relevant	Can Shift	Two
*	Podcast series directed to the issues/needs the customer's family faces - retirement, health care, college funding, etc.	Remain Relevant	Can Shift	Two
	customer ideas wall/forum - any idea to improve their interaction with Websense	Create the Echo of a Thousand Good Times	Can Do	Two
	build communities for customers and employees to share interests outside of security/websense. recognize their achievement related to the intereest (customer completes the NY marathon)	Create the Echo of a Thousand Good Times	Can Do	Two
*	"purchase anniversary" thank you - whether they re-up or not - contribute to their charity (people to work the charity)	Create the Echo of a Thousand Good Times	Can Shift	Two
	our c-suite and engineering leads go and have lunch with the tech team at the customer company and the customer c-suite is brought in to have lunch with websense tech support / engineering.	Create the Echo of a Thousand Good Times	Can Shift	Two
	complete outage. - immediate response - take ownership of the problem - executive level response - onsite support where appropriate - updates at appropriate intervals through to resolution - root cause analysis - subscription is extended for the amount of time of the outage.	Control the Damage Ahead of Time	Can Justify	Two
	on the phone/remote or on site until the problem is fixed	Control the Damage Ahead of Time	Can Justify	Two
	MCS level support for all customers	Control the Damage Ahead of Time	Can Justify	Two
*	embed the entire company at every customer site	Exaggerate the Experience	Seemed Like a Good Idea at the Time	Two
	embed the entire company at every customer site	Create the Echo of a Thousand Good Times	Seemed Like a Good Idea at the Time	Two
*	embed the entire company at every customer site	Remain Relevant	Seemed Like a Good Idea at the Time	Two
	embed the entire company at every customer site	Control the Damage Ahead of Time	Seemed Like a Good Idea at the Time	Two
	One Idea	Control the Damage Ahead of Time	Can Do	42
*	Another Idea	Control the Damage Ahead of Time	Can Do	42
	This one is better	Control the Damage Ahead of Time	Can Shift	42
*	Matching Here	Match the DNA	Can Shift	42
	Here is one idea	Focus on the Field of Awareness	Seemed Like a Good Idea at the Time	42
	Here is another idea	Focus on the Field of Awareness	Seemed Like a Good Idea at the Time	42
	Listing Ideas Here ... This one is a big one!	Match the DNA	Can Do	42
	Give everyone tootsie rolls	Exaggerate the Experience	Can Do	42
*	Make everyone drink 20 shots of vodka	Exaggerate the Experience	Can Do	42
*	Touch everyone on the head as they enter the store.	Create the Echo of a Thousand Good Times	Can Do	42
	Make an app	Remain Relevant	Can Shift	42
*	I'm adding an idea here	Focus on the Field of Awareness	Can Do	42
	Another One	Focus on the Field of Awareness	Can Do	42
*	An Finally This One.	Focus on the Field of Awareness	Can Justify	42
	Sail the Seven Seas of Cheese	Exaggerate the Experience	Can Justify	42
	Another Idea	Remain Relevant	Can Do	42
	Making Waves	Remain Relevant	Can Do	42
*	Happenstance	Remain Relevant	Can Do	42
	Chair in the water	Control the Damage Ahead of Time	Can Do	42
	Here's one idea	Create the Echo of a Thousand Good Times	Can Do	42
	Here's the next	Create the Echo of a Thousand Good Times	Can Justify	42
	Here's the third one!	Create the Echo of a Thousand Good Times	Can Shift	42
	Create a magic bean	Exaggerate the Experience	Can Shift	42

** indicate top ideas

QUICK LINKS