Speaker Name Topic Andy Hanselman Creating Customer Delight
who the hell is andy hanselman?
i help businesses and their people think in 3D !
Dramatically and Demonstrably Different! that means being...
3D? why...
the year before henry was born...
i research, write about, talk about and work with high performance businesses (and have been for over 20 years!)
#7 ‘Characteristics’! #1: Get That Vision Thing! #2: Think in 3D! #3: Create ‘Delighted’ And Devoted Customers! #4: Forget CRM, Think MCR! #5: Create An UBER Culture! #6: KeeP In Control! #7: InnovatiON!
3D Characteristic #3: create ‘delighted’ and ‘devoted’ customers!’
highlight the key challenges businesses face when it comes to customers today show how 3D Businesses overcome these challenges help you identify how you can do too! about this session… to...
awareness assessment action
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what are we up against when it comes to customers
#5 trends...
#1: their expectations are rising!
75%! source: henley business school of uk customers think that customer service levels ‘are at an all time low’
90% of business leaders believe customers are more demanding than they were a few years ago
“the beach was too sandy”
“no one told us there would be fish in the sea. our children were startled”
“i think it should be explained in the brochure that the local store does not sell proper biscuits like custard creams or ginger nuts”
“it’s lazy of the local shopkeepers to close in the afternoons. i often want to buy things in ‘siesta’ time. it should be banned”
#2: they want what they want, when they want it, how they want it!
2 minutes = the average time the uk consumer is prepared to queue (compared to 5 minutes 6 years ago) Source: Barclaycard
65% of customers are not prepared to wait more than 3 seconds for a website to load source: dyn “global consumer shopping report” may 2015
74% of customers leave if a website doesn’t load on their smartphone in 5 seconds source: “consumer response to travel site performance” study conducted by phocuswright and akamai
a one-second delay in load time would cost Amazon an estimated $1.6 billion a year!
#3: they are becoming ‘experts’!
#4: they’re more promiscuous!
30% source: dyn “global consumer shopping report” may 2015 of customers have become less loyal to brands in the past 5 years due to poor customer service
73% of customers have ended a relationship with a company because of bad service in the past 6 months source: genesys telecommunications laboratories report – the cost of poor customer service
#5: they are talking more!
‘word of mouth’ is increasing...
so is ‘word of mouse’...
of customers identify word of mouth as the best, most reliable source about ideas and information on products and services - up 26 pts. vs. 25 years ago Source: NOP World 93%
“79% who had a negative experience with a business told others about it” source: right now report – customer service impact
$80 million!
so, what does it all mean?
you’ve got to work harder at building and maintaining.....
seriously.....
you’ve got do stuff that makes you ‘stand out’!
stuff that gets people talking!
3D! that’s...
Dramatically and Demonstrably Different! that means being...
3D Characteristic #3: create ‘delighted’ and ‘devoted’ customers!’
‘3 iDeas’ to consider.....
‘iDea 1’...
be easy to ‘buy from’ and ‘deal with’
the ‘sales prevention officer’!
computer says ‘no’!
what irritates, annoys or disappoints your customers
the common causes of sales prevention officers?
systems and processes attitudes policies ‘scriptease’
it could be you!
exterminate your ‘sales prevention officers ’
stand in your own queues
‘iDea 2’...
delight your customers! surprise them with the level of service you provide
now that’s customer delight !
the 6 ingredients of client delight....
1.produces a ‘wow’ reaction 2.appears spontaneous or unexpected 3.it’s the personal touch 4.makes customers feel valued 5.it’s genuine 6.creates a talking point
how can you ‘delight’ your customers
complete this sentence... “yes, they dealt with me professionally, but what completely blew me away was.....”
‘iDea 3’...
foster ‘devotion’ through consistency
high expectations a ‘poor’ experience a ‘great’ experience ‘devoted’ ‘delighted’ ‘disappointed’ ‘disaffected’ low expectations
Approach customers with a personalized warm welcome Probe politely to understand all the customer’s needs Present a solution for the customer to take home today Listen for and resolve any issues or concerns End with a fond farewell and an invitation to return
Rub up your customers the wrong way Yes, go on, all the way Apathy is encouraged Never bother to try and make them smile Approach them with indifference Infer it’s them who are the problem Remember, we’re right behind you to help you do this
“i never had control, and I never wanted it. if you create an environment where the people truly participate, you don’t need control” herb kelleher, founder, southwest airlines “ there may be 50 ways to leave your lover, but there are only 4 ways out of this airplane.” “your bags will be available on carrousel x. if you do not find them, they will be available in 2-3 weeks on eBay.” “ in order to enhance the appearance of your flight crew, we will be dimming the cabin lights.”
“we entrust every single ritz-carlton staff member, without approval from their general manager, to spend up to $2,000 on a guest. and that's not per year. it's per incident” simon f cooper, president ritz carlton
conclusions
‘iDea 1’...
be easy to ‘buy from’ and ‘deal with’
‘iDea 2’...
delight your customers!
‘iDea 3’...
foster ‘devotion’ through consistency
‘iDea 4’... bonus!!!
take action, not notes!
so.... what are you going to do?
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people can be divided into three groups
those who make things happen those who watch things happen those who ask ‘what happened’?
“don’t just stand there….. do something!” dick dastardly
MISSING YOU ALREADY! MISSING YOU ALREADY!
get my slides and other resources andyhanselmanconsulting andyhanselman