think in 3D! And Care For Claire Barnsley 2nd july 2015

think in 3D! the 7 characteristics of 3D Businesses an special breakfast Holiday inn barnsley 2nd july 2015

who the hell is andy hanselman?

i help businesses and their people think in 3D! @andyhanselman

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

why... 3D? @andyhanselman

@andyhanselman

@andyhanselman

@andyhanselman

the year before henry was born... @andyhanselman

@andyhanselman

(and have been for over 20 years!) i research, write about, talk about and work with high performance businesses (and have been for over 20 years!) @andyhanselman

£9.99! £11.99 + £1.20 p&p today only £5.99 ebook coming soon! @andyhanselman

Dramatically and Demonstrably Different 7 characteristics of Dramatically and Demonstrably Different businesses @andyhanselman

what does ‘success’ look like? @andyhanselman

satisfied customers @andyhanselman

sufficient ‘delighted’ customers

high expectations low expectations ‘disappointed’ ‘devoted’ a ‘poor’ experience a ‘great’ experience ‘delighted’ ‘disaffected’ low expectations @andyhanselman

L sufficient ‘devoted’ customers committed maximised motivated effective people maximised financial returns @andyhanselman

L sufficient ‘devoted’ customers committed maximised motivated effective people maximised financial returns @andyhanselman

how do you measure up? @andyhanselman

awareness assessment action @andyhanselman

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

Dramatically and Demonstrably Different 7 characteristics of Dramatically and Demonstrably Different businesses @andyhanselman

3D characteristic #1: get that vision thing! @andyhanselman

“creating a clear picture of the future that ‘stimulates, excites and inspires” @andyhanselman

imagine the future - what does it hold for you? err.......are you sure? @andyhanselman

@andyhanselman

“contrary to some forecasts in recent years, the internet has settled down to become a worthwhile but minority channel to market. for example, internet book sales have plateaued at just over 5% of the market, and it seems unlikely that there will be sufficient demand to enable multiple operators to develop profitably” hmv annual report 2002 @andyhanselman

“heavier-than-air flying machines are impossible” lord kelvin,mathematician, physicist, and president of the british royal society, 1865 @andyhanselman

western union internal memo,1876 “the telephone has too many shortcomings to be seriously considered as a means of communication. the device is inherently of no value to us” western union internal memo,1876 @andyhanselman

“i think there is a world market for about five computers” thomas watson, chairman of ibm, 1943 @andyhanselman

“there is no reason for any individual to have a computer in their home” ken olsen, president of dec at the convention of the world future society, 1977

“640k ought to be enough for anybody” bill gates, 1981 @andyhanselman

“by the end of the year the ipod will be dead, kaput, finished” sir alan sugar, early 2005 @andyhanselman

“you’ll look great wearing that hat at the wedding sis” beatrice to eugenie and eugenie to beatrice, may 2011 @andyhanselman

“creating a clear picture of the future that ‘stimulates, excites and inspires” @andyhanselman

what does your vision look like? @andyhanselman

what will you have achieved by july 2016? @andyhanselman

looking ahead.... what will you have achieved? what will be in place? think.. finance..’customers’..people what will be in place? what will be happening that isn’t happening now? what will you / others be saying / doing / feeling? @andyhanselman

what are the key steps to make all this happen? @andyhanselman

@andyhanselman

people tell us they want to know.. why are we doing this? how is this vision relevant to me? what specifically do you want me to do? how will i be measured? what consequences will i face? what tools and support are available? what’s in it for me? how are we doing? @andyhanselman

to help people answer these questions! the leaders’ role? to help people answer these questions! @andyhanselman

“if you are working on something exciting that you really care about, you don't have to be pushed. the vision pulls you" steve jobs @andyhanselman

“fixed on the vision, flexible on the journey” jeff bezos, ceo, amazon @andyhanselman

why should I buy from you? @andyhanselman

sit down if you heard something like.... our ‘expertise and experience’ our people our location our reputation our customer service our quality our pricing our personal service our flexibility to customer needs our ability to solve problems our ‘uniqueness’ @andyhanselman

= ‘usual stuff people say’! usp’s? = ‘usual stuff people say’! @andyhanselman

3D characteristic #2: ‘think in 3D’! @andyhanselman

Dramatic Difference: “an unmatchable ‘bundle’ of products, services, skills, methods and practices that differentiate a business from its competitors” @andyhanselman

@andyhanselman

Dramatic Difference ? Demonstrate it ? what is your... how do you... @andyhanselman

@andyhanselman

create ‘delighted’ and ‘devoted’ customers! 3D characteristic #3: create ‘delighted’ and ‘devoted’ customers! @andyhanselman

now that’s customer delight! @andyhanselman

@andyhanselman

@andyhanselman

@andyhanselman

@andyhanselman

‘foster devotion’ through consistency! 3D Businesses... ‘foster devotion’ through consistency! @andyhanselman

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 @andyhanselman

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 @andyhanselman

“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” 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.” @andyhanselman

forget CRM, think MCR – Maximise your Customer Relationships! 3D characteristic #4: forget CRM, think MCR – Maximise your Customer Relationships! @andyhanselman

“proactively developing relationships that give the best to, and get the best from, the customers you want” @andyhanselman

create dialogue, not diatribes! 3D Businesses... create dialogue, not diatribes! @andyhanselman

maximise opportunities ! 3D Businesses... maximise opportunities ! @andyhanselman

@andyhanselman

‘share of customer, not just ‘share of market’ think... ‘share of customer, not just ‘share of market’ @andyhanselman

book me to speak at your next event! @andyhanselman

POR QUE? KEY KEEP OUT! KEEP IN TOUCH HIGH SPEND POR QUE? KEY LOW SHARE HIGH SHARE KEEP OUT! KEEP IN TOUCH LOW SPEND @andyhanselman 14 76

easy to buy from! remember you! make recommendations! keep you informed! @andyhanselman

they do it consistently! $34 Billion!!! @andyhanselman

3D characteristic #5: create an UBER culture! @andyhanselman

what exactly is culture @andyhanselman

“a pattern of shared basic assumptions that the group learned as it solved its problems of external adaptation and internal integration, that has worked well enough to be considered valid and therefore, to be taught to new members as the correct way to perceive, think, and feel in relation to those problems” edgar schein, organisational culture and leadership, 1993 @andyhanselman

“the way we do things around here” andy hanselman @andyhanselman

“it’s what people do when no one’s looking” herb kelleher, founder, southwest airlines @andyhanselman

3D businesses ensure: everyone Understands what’s expected of them and behave accordingly and consistently systems and processes are Built to reinforce and support the culture people are Engaged, Empowered and Encouraged to deliver them people are Rewarded and Recognised for doing it! @andyhanselman

“ we interview people for culture fit “ we interview people for culture fit. We want people who are passionate about what Zappos is about–service. I don’t care if they’re passionate about shoes.” tony hsieh, CEO, zappos @andyhanselman

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’ @andyhanselman

“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 @andyhanselman

champion your champions @andyhanselman

why not get your customers to do it? @andyhanselman

3D characteristic #6: KeeP In Control! @andyhanselman

cannot accurately determine their “50% of businesses cannot accurately determine their profitable customers and products” @andyhanselman source: KPMG

3D characteristic #7: innovatiON! @andyhanselman

“the successful exploitation of new ideas” @andyhanselman

2: systems and processes 1: leadership 2: systems and processes 3: climate 4: implementation @andyhanselman

27% of UK employees are sitting on ideas that they think would be good for their business but they’re not putting those ideas forward. source: l’oreal research 2013 @andyhanselman

71% of UK businesses don’t have any such platform for contributions to be made! source: l’oreal research 2013 @andyhanselman

“my door is always open” is not a process! @andyhanselman

pizza problem solving! @andyhanselman

so.... in summary @andyhanselman

3D characteristic #1: get that vision thing! @andyhanselman

3D characteristic #2: ‘think in 3D’! @andyhanselman

create ‘delighted’ and ‘devoted’ customers! 3D characteristic #3: create ‘delighted’ and ‘devoted’ customers! @andyhanselman

forget CRM, think MCR – Maximise your Customer Relationships! 3D characteristic #4: forget CRM, think MCR – Maximise your Customer Relationships! @andyhanselman

3D characteristic #5: create an UBER culture! @andyhanselman

3D characteristic #6: KeeP In Control! @andyhanselman

3D characteristic #7: innovatiON! @andyhanselman

how do you ‘measure up’? @andyhanselman

what can you do about it?

“vision without action is hallucination” thomas edison @andyhanselman

“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 @andyhanselman

“scare yourself, otherwise you’re not doing anything new” mary murphy hoye, head of r & d, intel @andyhanselman

“don’t just stand there….. do something!” dick dastardly @andyhanselman

take action, not notes! @andyhanselman

today only £9.99! £11.99 + £1.20 p&p coming soon @andyhanselman

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

free e-books.... visit @andyhanselman

Discount code: ANDYSDEAL65 only £27.00! A 90 minute online learning programme with 13 videos, toolkits, templates and assessments www.trainingpost.com Discount code: ANDYSDEAL65 @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