I 💛 McDonalds - anyone who's met me in person wouldn't be surprised. But here's something that would surprise you: McDonald saw a 6% uplift to their sales in the first year upon introducing self-service kiosks in their restaurants. Why? Because it was easier to order that second burger with your meal when there was no human to judge you at the other end of the transaction (according to my hero Rory Sutherland). McDonald's wouldn't have had any data to show how sales would improve prior to embarking on the installation of those kiosks. The moral of this story: aim to surprise and delight your customers, and they will most likely improve your bottom line 💸
Good moral - not every initiative can implicitly be supported by predetermined KPIs with data immediately to hand. In fact, the more innovative it is, the less likely it is that that data exists. Of course you can hypothesise. Sometimes business / leaders need to be prepared to innovate and speculate. This is true at every level of management and leadership down to individual contributors if you want to be more than just also-ran. I often see organisational structures, politics and dogmatic environments that prevent great (profitable) ideas from being realised through the inertia of process and other corporate factors.
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2dI wonder how that works with Pizza Hut and the QR codes on tables - order it yourself but there is so much friction that you want to throw your phone through the window 🤣