1. Speaker Name Topic Andy Hanselman Creating Customer Delight

2. who the hell is andy hanselman?

3. i help businesses and their people think in 3D !

4. Dramatically and Demonstrably Different! that means being...

5. 3D? why...

9. the year before henry was born...

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

15. #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!

16. 3D Characteristic #3: create ‘delighted’ and ‘devoted’ customers!’

17. 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...

18. awareness assessment action

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

21. what are we up against when it comes to customers

22. #5 trends...

23. #1: their expectations are rising!

24. 75%! source: henley business school of uk customers think that customer service levels ‘are at an all time low’

25. 90% of business leaders believe customers are more demanding than they were a few years ago

26. “the beach was too sandy”

27. “no one told us there would be fish in the sea. our children were startled”

28. “i think it should be explained in the brochure that the local store does not sell proper biscuits like custard creams or ginger nuts”

29. “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”

30. #2: they want what they want, when they want it, how they want it!

33. 2 minutes = the average time the uk consumer is prepared to queue (compared to 5 minutes 6 years ago) Source: Barclaycard

34. 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

35. 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

36. a one-second delay in load time would cost Amazon an estimated $1.6 billion a year!

37. #3: they are becoming ‘experts’!

40. #4: they’re more promiscuous!

42. 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

43. 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

44. #5: they are talking more!

45. ‘word of mouth’ is increasing...

46. so is ‘word of mouse’...

47. 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%

48. “79% who had a negative experience with a business told others about it” source: right now report – customer service impact

50. $80 million!

51. so, what does it all mean?

52. you’ve got to work harder at building and maintaining.....

56. seriously.....

57. you’ve got do stuff that makes you ‘stand out’!

58. stuff that gets people talking!

59. 3D! that’s...

60. Dramatically and Demonstrably Different! that means being...

61. 3D Characteristic #3: create ‘delighted’ and ‘devoted’ customers!’

62. ‘3 iDeas’ to consider.....

63. ‘iDea 1’...

64. be easy to ‘buy from’ and ‘deal with’

65. the ‘sales prevention officer’!

67. computer says ‘no’!

70. what irritates, annoys or disappoints your customers

71. the common causes of sales prevention officers?

72. systems and processes attitudes policies ‘scriptease’

73. it could be you!

74. exterminate your ‘sales prevention officers ’

75. stand in your own queues

78. ‘iDea 2’...

79. delight your customers! surprise them with the level of service you provide

80. now that’s customer delight !

81. the 6 ingredients of client delight....

82. 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

93. how can you ‘delight’ your customers

94. complete this sentence... “yes, they dealt with me professionally, but what completely blew me away was.....”

95. ‘iDea 3’...

96. foster ‘devotion’ through consistency

97. high expectations a ‘poor’ experience a ‘great’ experience ‘devoted’ ‘delighted’ ‘disappointed’ ‘disaffected’ low expectations

98. 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

99. 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

100. “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.”

101. “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

103. conclusions

104. ‘iDea 1’...

105. be easy to ‘buy from’ and ‘deal with’

106. ‘iDea 2’...

107. delight your customers!

108. ‘iDea 3’...

109. foster ‘devotion’ through consistency

110. ‘iDea 4’... bonus!!!

111. take action, not notes!

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

113. today only £9.99! £11.99 + £1.20 p&p coming soon

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

115. free e-books.... visit

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

117. people can be divided into three groups

118. those who make things happen those who watch things happen those who ask ‘what happened’?

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

120. MISSING YOU ALREADY! MISSING YOU ALREADY!

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