think in 3D! the 7 characteristics of 3D Businesses an intimate breakfast sheffield 21st october 2015

who on earth are andy hanselman consulting?

we 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

the year before henry was born... @andyhanselman

@andyhanselman

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

E-book out now £4.90! £11.99 + £1.20 p&p £9.99 today @andyhanselman

who are you? @andyhanselman

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

awareness assessment action @andyhanselman

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

what does ‘success’ look like? @andyhanselman

that’s what this session is all about! @andyhanselman

what does ‘success’ look like? @andyhanselman

satisfied customers @andyhanselman

sufficient ‘delighted’ customers @andyhanselman

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

S W O T @andyhanselman

Sheffield Wednesday On Their way down @andyhanselman

Strengths Weaknesses Opportunities Threats @andyhanselman

So What! @andyhanselman

what are your key issues? @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

think ‘strategically’

on strategic operational in tactical @andyhanselman 37

it’s hard to create time to focus on seeing the working both tactically and it’s hard to create time strategically is difficult to focus on seeing the because you get bogged down bigger picture in all the day to day stuff! @andyhanselman

it’s hard to create time to focus on seeing the bigger picture @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

‘go for walks!’

@andyhanselman

“if you make your little decisions based on the big picture, at the very least you’re always heading in the right direction” richard branson @andyhanselman

leadership in... ‘3D’ Businesses... @andyhanselman

is not a job title! @andyhanselman

is at every level! @andyhanselman

is proactively developed! @andyhanselman

get engaged!

22 % left their last job due to lack of faith in the leadership team 19% quit because they felt “unappreciated” 19% left because they felt “disengaged and unmotivated”  source: benchmark recruit’s survey of over 3,000 employees november 2013 @andyhanselman

“To The Management: Today is my 31st birthday, and having recently become a father I now realise how precious life is and how important it is to spend my time doing something that makes me, and other people, happy. For that reason I hereby give notice of my resignation, in order that I may devote my time and energy to my family, and to my cake business which has grown steadily over the past few years. I wish the organisation and my colleagues the best for the future and I remind you that if you enjoy this cake, you can order more at www.mrcake.co.uk.” Chris Holmes @andyhanselman

@andyhanselman

people tell us they want to know... @andyhanselman

how is this vision relevant to me? 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

1 billion ‘tiny tummy touch points’!

Senior Executive Incentive Scheme!

@andyhanselman

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

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

why should I buy from you? @andyhanselman

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

usp’s? @andyhanselman

= ‘usual stuff people say’! @andyhanselman

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

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

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

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

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 83

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

why not get your customers to do it?

79% of employees say recognition tied to core values gave them a stronger sense of company goals and objectives Source: Derek Irvine.“Revealing Key Practices for Effective Recognition” Report  @andyhanselman

“you’re going to have a culture anyway “you’re going to have a culture anyway. you can and should influence it – so why not build the one you love?” @andyhanselman darmesh shah, founder of hubspot

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

collect analyse communicate maximise @andyhanselman

maximise communicate analyse collect @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

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!

pizza problem solving! @andyhanselman

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

how do you ‘measure up’? @andyhanselman

take action, not notes! @andyhanselman

what can you do about it?

3D strategic away days!

3D conferences!

in-house 3D sessions! you choose the topics and subjects!

@andyhanselman

@andyhanselman

@andyhanselman

@andyhanselman

@andyhanselman

Up and Coming Leaders Accelerate! UCLA! Helping ........ Up and Coming Leaders Accelerate! An innovative leadership and business development programme starts in november 2015! for ‘existing’ managers, ‘potential’ managers and ‘rising stars’! 7 ‘half day’ workshops spread over 5 months improve leadership, commercial and personal skills comprehensive workbooks, assessments and toolkits working with other leaders and managers online and website support! @andyhanselman

Up and Coming Leaders Accelerate! UCLA! Helping ........ Up and Coming Leaders Accelerate! An innovative leadership and business development programme @andyhanselman

“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

so.... what are you going to do? @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