Create ‘Delighted’ Customers With 3D Customer Service! Magna Centre Rotherham 18th February 2016 Create ‘Delighted’ Customers With 3D Customer Service!

What We’re Going To Look At… What we’re all up against in today’s ever increasingly competitive markets and raising customer expectations How winning businesses overcome the differentiate themselves in their markets with ‘remarkable’ customer experiences What it means for you and your business Identify ‘ways forward’ for you and your business to make it work for you too! @andyhanselman

Who The Hell Is Andy Hanselman?

I help businesses and their people create competitive advantage by... Thinking in 3D! @andyhanselman

Dramatically and Demonstrably Different! That means being... Dramatically and Demonstrably Different! @andyhanselman

Why... 3D? @andyhanselman

@andyhanselman

@andyhanselman

The year before Henry was born... @andyhanselman

@andyhanselman

(and have been for over 25 years!) I research, write about, talk about and work with high performance businesses (and have been for over 25 years!) @andyhanselman

Dramatically and Demonstrably Different 7 Characteristics of Dramatically and Demonstrably Different Businesses @andyhanselman

How I work……. @andyhanselman

@andyhanselman

@andyhanselman

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Awareness Assessment Action @andyhanselman

Get my slides and other resources at: andyhanselmanconsulting andy@andyhanselman.com @andyhanselman

Normal Price £11.99 + £1.20 p&p today only £4.90!! £9.99! @andyhanselman

What does ‘success’ look like? @andyhanselman

Satisfied Customers @andyhanselman

Sufficient ‘Delighted’ Customers @andyhanselman

‘Disappointed’ ‘Devoted’ ‘Delighted’ ‘Disaffected’ High Expectations A ‘Poor’ Experience A ‘Great’ Experience ‘Delighted’ ‘Disaffected’ @andyhanselman Low Expectations

Motivated and Effective People Maximised Financial Returns Sufficient ‘Devoted’ Customers L Committed Motivated and Effective People Maximised Financial Returns @andyhanselman

How do they do it? @andyhanselman

#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! @andyhanselman

Create Delighted And Devoted Customers! 3D Characteristic #2: 3D Characteristic #3: Create Delighted And Devoted Customers! @andyhanselman

What are we up against when it comes to customers these days @andyhanselman

Some Trends... @andyhanselman

#1: We’re In ‘The Age Of Abundance’! @andyhanselman

“In every single industry there is now overcapacity of production and lack of capacity in terms of people” Sir Martin Sorrell, Chief Executive WPP @andyhanselman

Management Consultants Sheffield @andyhanselman

529,000! (0.25 seconds) @andyhanselman

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#2: Customers Are Putting Up More Barriers! @andyhanselman

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#3: There’s Greater Transparency! @andyhanselman

#4: Customer Expectations Are Rising! @andyhanselman

75%! of customers think that customer service levels ‘are at an all time low’ Source: Henley Business School @andyhanselman

Exceed Expectations – 2% Customers feel…‘customer service experiences generally….’ Exceed Expectations – 2% Meet Expectations – 62% Miss Expectations – 32% (4% weren’t sure!) Source: American Express Global Customer Service Barometer @andyhanselman

“The beach was too sandy”

“No one told us there would be fish in the sea “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 “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”

#5: Customers Won’t Wait! @andyhanselman

73% of customers end a relationship with a company because of bad service Source: The Cost Of Poor Customer Service Report

2minutes = the average time the uk consumer is prepared to queue (compared to 5 minutes 6 years ago) Source: Barclaycard @andyhanselman

57% of customers will wait only 3 seconds or less for a website to load before abandoning it! Source: “Consumer Response To Travel Site Performance” Study 2105 @andyhanselman

74% of customers leave if a website doesn’t load on their phone in 5 seconds! Source: “Consumer Response To Travel Site Performance” Study 2105 @andyhanselman

A one-second delay in load time would cost Amazon an estimated $1 A one-second delay in load time would cost Amazon an estimated $1.6 Billion a year! @andyhanselman

#6: They Don’t Believe The Hype! @andyhanselman

tell the truth in advertisements 76% of consumers don’t believe that companies tell the truth in advertisements @andyhanselman

#7: Word Of Mouth Is On The Increase! @andyhanselman

So Is ‘Word Of Mouse’... @andyhanselman

93% 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

“79% who had a negative experience with a business tell others about it”

$80 million!

What Does It All Mean @andyhanselman

@andyhanselman

@andyhanselman

If Only Adverts Told The Truth... @andyhanselman

Seriously..... @andyhanselman

Do ‘Things’ That Stand Out

‘Things’ That Get People Talking!

That’s... 3D! @andyhanselman

Dramatically and Demonstrably Different! That means being... Dramatically and Demonstrably Different! @andyhanselman

Create Delighted And Devoted Customers! 3D Characteristic #2: 3D Characteristic #3: Create Delighted And Devoted Customers! @andyhanselman

So, What Can You Do About It @andyhanselman

3 ‘Ingredients’ to consider... @andyhanselman

Ingredient #1... @andyhanselman

Be easy to ‘buy from’ and ‘deal with’ Ingredient #1: Be easy to ‘buy from’ and ‘deal with’ @andyhanselman

Sales Prevention Officer! The... @andyhanselman

@andyhanselman

Computer says ‘NO’!

@andyhanselman

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What Are The Common Causes Of ‘Sales Prevention Officers’ @andyhanselman

Systems And Processes Attitudes Policies ‘Scriptease’ @andyhanselman

It could be you! @andyhanselman

FINISHED FILES ARE THE RESULT OF YEARS OF SCIENTIFIC STUDY COMBINED WITH THE EXPERIENCE OF YEARS @andyhanselman

FINISHED FILES ARE THE RESULT OF YEARS OF SCIENTIFIC STUDY COMBINED WITH THE EXPERIENCE OF YEARS @andyhanselman

@andyhanselman

Who, What And Where Are Your ‘Sales Prevention Officers’? @andyhanselman

What irritates, annoys or disappoints our customers @andyhanselman

Stand In Your Own Queues

Exterminate Your ‘Sales Prevention Officers’

Ingredient #2... @andyhanselman

Delight Your Customers! Ingredient #2: Delight Your Customers! Surprise them with the level of service you provide @andyhanselman

Now, That’s Customer Delight! @andyhanselman

The 6 Ingredients Of Customer Delight.... @andyhanselman

Produces a ‘wow’ reaction Appears spontaneous or unexpected It’s the personal touch Makes customers feel valued It’s genuine Creates a talking point @andyhanselman

@andyhanselman

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How Can You ‘Delight’ Your Customers @andyhanselman

Complete This Sentence... “Yes, they dealt with me professionally, but what completely blew me away was.....” @andyhanselman

@andyhanselman

Ingredient #3... @andyhanselman

Create ‘Devotion’ Through Consistency! Ingredient #3: Create ‘Devotion’ Through Consistency!

Demonstrate preferred behaviours: ‘show your character’ Employees rewarded for ‘cheerfulness’! Mystery shopper highlights ‘outstanding’ customer experiences Reward for team and individual performances - £50 bonus for individuals to be spent with the team Interview is a 6 hour shift and staff vote ‘in’ or ‘out’

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 “I never had control, and I never wanted it. If you create an environment where the people truly participate, you don’t need control” “There may be 50 ways to leave your lover, but there are only 4 ways out of this plane” “In order to enhance the appearance of your flight crew, we will be dimming the cabin lights” “Your bags will be available on carrousel x. If you do not find them, they will be available in 2-3 weeks on eBay” Herb Kelleher, founder, Southwest Airlines

“We entrust every single Ritz-Carlton staff member, without approval from their general manager, to spend up to $2,000 on a guest. That's not per year. It's per incident” Simon F Cooper, President Ritz Carlton

Champion Your Champions!

Why Not Get Your Customers To Do It?

Conclusions @andyhanselman

3 Ingredients... @andyhanselman

Be easy to ‘buy from’ and ‘deal with’ Ingredient #1: Be easy to ‘buy from’ and ‘deal with’ @andyhanselman

Delight Your Customers! Ingredient #2: Delight Your Customers! @andyhanselman

Create ‘Devotion’ Through Consistency! Ingredient #3: Create ‘Devotion’ Through Consistency!

Bonus!!! Ingredient #4... @andyhanselman

Take ACTION, Not Notes!

“Vision without action is hallucination” Thomas Edison

“Take the first step in faith “Take the first step in faith. You do not have to see the whole staircase. Just take the first step” Martin Luther King

“Scare yourself, otherwise you’re not doing anything new” Mary Murphy Hoye, Intel

stand there ...do something!” “Don’t just stand there ...do something!” Dick Dastardly @andyhanselman

call us!!! 0114 243 4666 @andyhanselman

Normal Price £11.99 + £1.20 p&p today only £4.90!! £9.99! @andyhanselman

All purchasers today get FREE access to our innovative online 3D Diagnostic Tool! Normal price £9.99 Rate your business against the ingredients that make up the 7 Characteristics Receive a personalised report direct to your inbox based on your responses Unlimited access – see what your colleagues think and revisit it whenever suits! It’s a great accompaniment to the book! And it’s FREE! @andyhanselman

Andy’s 3D Thoughts...... 3 iDeas in 3 minutes in your inbox every Monday morning to help you ‘Think in 3D!’ @andyhanselman

People can be divided into three groups @andyhanselman

Those who make things happen Those who watch things happen Those who ask ‘what happened’? @andyhanselman

MISSING YOU ALREADY! @andyhanselman

Get my slides and other resources at: andyhanselmanconsulting andy@andyhanselman.com @andyhanselman