Create ‘Customer Delight’ In Your Business Education Day Whittlebury Hall 13th September 2016

About This Session… To Help You... Identify and remove the blockages to ‘remarkable’ customer service in your business Understand the 6 ingredients of Customer Delight and how you can make them work for you Embed this stuff into your business

Who The Hell Is Andy Hanselman?

I Help Businesses And Their People Create Competitive Advantage By... Thinking in 3D!

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

Why... 3D?

(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!)

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

£9.99! today only Normal Price: £11.99 + £1.20 p&p 320 pages with real insights into The 7 Characteristics of 3D Businesses Outlines of ‘Dramatically and Demonstrably Different’ Businesses who have done it, and are still doing it Practical examples of what works (and doesn’t!) An opportunity to see how your business measures up Stimulating ideas and practical steps that you can actually take to make it work in your business

Awareness Assessment Action

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

What are we up against when it comes to ‘customers’

#5 Trends...

We’re in ‘the age of abundance! #1: We’re in ‘the age of abundance!

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

Management Consultants Sheffield

529,000! (0.25 seconds)

There’s greater ‘transparency’! #2: There’s greater ‘transparency’!

Expectations are rising! #3: Expectations are rising!

75%! of UK customers think that customer service levels ‘are at an all time low’ Source: Henley Business School 31

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 “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”

They want what they want, when they want it, how they want it! #4: They want what they want, when they want it, how they want it!

2Minutes! How long is the average time the UK consumer is prepared to queue? (compared to 5 minutes 6 years ago) Source: Barclaycard

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

74% of customers leave if a website doesn’t load on their phone in 5 seconds!

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!

#5: Promiscuity is rife!

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

So, what does it all mean?

You’ve got to work harder at building and maintaining.....

Expectations are high!

Customers have lots of choice!

The spotlight is on you!

Create ‘Delighted’ And ‘Devoted’ Customers!’ 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’!

Sales Prevention Officers? The common causes of Sales Prevention Officers?

Systems And Processes Attitudes Policies ‘Scriptease’

It could be you!

What sort of role model are you?

Identify your Sales Prevention Officers 3D Action Point... Identify your Sales Prevention Officers

Identify the things that irritate, annoy, frustrate your customers 3D Action Point... Identify the things that irritate, annoy, frustrate your customers

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

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

Stand In Your Own Queues! 3D Demonstrated! Stand In Your Own Queues!

3D Demonstrated! ‘Front Line Fix’!

3D Demonstrated! A Great Question To Ask...

“Are You COMPLETELY Happy?” 3D Demonstrated! “Are You COMPLETELY Happy?”

Eliminate your ‘Sales Prevention Officers’ 3D Action Point... Eliminate your ‘Sales Prevention Officers’

3D Demonstrated!

3D Demonstrated!

3D Demonstrated!

‘iDea 2’...

Delight your customers! level of service you provide Surprise them with the level of service you provide

Now THAT’S Customer Delight!

The 6 Ingredients Of Customer Delight....

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

The Benefits Of ‘Customer Delight’...

It’s memorable It makes customers feel valued It creates a talking point Is ‘Dramatically Different’ It can reduce the emphasis on price

“In a business to business engagement, ‘Delighted’ customers are FIVE TIMES more likely to plan on repurchasing than merely satisfied customers” Source: Ipsos Loyalty Report: The Role Of Customer Delight In Achieving Customer Loyalty

3D Demonstrated!

3D Demonstrated!

3D Demonstrated!

3D Demonstrated!

3D Demonstrated!

3D Demonstrated!

3D Demonstrated!

Identify ways to ‘Delight’ your customers 3D Action Point... Identify ways to ‘Delight’ your customers

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

3D Demonstrated!

‘iDea 3’...

Foster ‘Devotion’ Through Consistency!

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

Free Sandwiches And Coffee! 3D Demonstrated! Free Sandwiches And Coffee!

Front Line Staff Decide! 3D Demonstrated! Front Line Staff Decide!

3D Demonstrated! That’s EMPOWERMENT!

3D Demonstrated! 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

3D Demonstrated! 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 3D Demonstrated!

3D Demonstrated! “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” “There may be 50 ways to leave your lover, but there are only 4 ways out of this airplane”

£500! 3D Demonstrated!

“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

3D Demonstrated!

Champion Your Champions

Why not get your customers to do it?

Conclusions

‘iDea 1’...

Be easy to ‘buy from’ and ‘deal with’

‘iDea 2’...

Delight your customers! level of service you provide Surprise them with the level of service you provide

‘iDea 3’...

Foster ‘Devotion’ Through Consistency!

Bonus!!! ‘iDea 4’...

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, Head Of R & D, Intel

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

3D Action Point... What Are You Going To Do?

Andy’s 3D Thoughts...... 3 iDeas in 3 minutes in your inbox every Monday morning to help you think in 3D!

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

£30! Normal Price: £50

People can be divided into three groups

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

MISSING YOU ALREADY!

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