Monzo: Turned their weakness into their USP

Having thousands of cards to produce and not enough time to do it is a problem if you want to keep your new customers happy.

Not for Monzo. They turned this weakness into their ‘thing’, their USP. They created an app where you can see how many people ahead of you in real time. They turned the frustration of having to wait a long time into the enjoyable daily game of seeing where you are in the queue. Rather than feeling the apathy you feel to other banks, you feel part of the movement of something better and that your time is coming.

Wagamama did the same thing. Having to bring out multiple items with multiple cooking times is a problem. The solution: Make ‘food to come separately when it is ready’ your USP. Very clever.

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