1. Think in 3D! The 7 Characteristics of 3D Businesses Leeds 20 th July 2016

2. How winning businesses get ahead, and stay ahead, of their competitors What this means for you and your business Some ideas to help you make it work (better) for your business What We’re Going To Look At… @andyhanselman

3. Who The Hell Is Andy Hanselman? @andyhanselman

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

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

6. 3D? Why... @andyhanselman

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

11. 3D Discussion Time: What Do ‘Successful’ Business Have And Do? @andyhanselman

12. Satisfied Customers @andyhanselman

13. Sufficient ‘Delighted’ Customers @andyhanselman

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

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

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

17. #1:Get That Vision Thing! #2:Think in 3D! #3:Delighted Customers! #4:Forget CRM - MCR!#5: UBER Culture! #6: KeeP In Control! #7: InnovatiON! The 7 Characteristics Of 3D Businesses!

19. 3D Characteristic #1: Get That Vision Thing! @andyhanselman

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

22. “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

23. A ‘Vision’ is....

24. A Picture Of The Future You Want Something For Everyone To Work Towards A ‘Point Of Strategic Focus’ It ‘Stimulates, Excites And Inspires’

25. “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 3D Demonstrated!

26. “Fixed on the vision, flexible on the journey” Jeff Bezos, CEO, Amazon 3D Demonstrated!

27. 3D Characteristic #2: Think in 3D! @andyhanselman

28. Why Should I Buy From YOU? 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’

29. USP’s? @andyhanselman

30. = ‘Usual Stuff People say’! @andyhanselman

31. Do ‘things’ that stand out

32. Things that get people talking!

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

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

35. ‘-1D’ ‘Dramatically & Demonstrably Different’ ‘ Worse than ’ ‘As good as’ ‘ Dramatically Different ‘As bad as’ Different (‘better than’) ‘0D’‘0D’‘1D’‘1D’‘2D’‘2D’ ‘3D’‘3D’ @andyhanselman

36. Dramatic Difference: Things Your Competitors aren’t DOING! Things Your Competitors CAN’T DO! @andyhanselman

37. 3D Demonstrated! @andyhanselman

38. 3D Demonstrated! @andyhanselman

39. If this house were a person she’d be dressed in Chanel and not wearing knickers.... “Character-forming country cottage currently undergoing a bit of a makeover which will eventually drag it from the turn of the century up to somewhere around the 1950s....” “Two bedroom and terrace house with all the charm and poise of a vicar on crack. Hall, cloak room, sitting room, kitchen, bathroom, parking and rear courtyard kitchen – would suit a midget on a budget” 3D Demonstrated! @andyhanselman

40. 3D Demonstrated!

42. Your ‘Dramatic Difference’ Is Only Any Good If People  Want it!  Are willing to pay (more) for it!  Can recognise it! @andyhanselman

43. “ 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” 3D Demonstrated!

45. 3D Characteristic #3: Create ‘Delighted’ and ‘Devoted’ Customers! @andyhanselman

46. Now THAT’S Customer Delight ! 3D Demonstrated! @andyhanselman

48. 3D Demonstrated! @andyhanselman

49. 3D Demonstrated! @andyhanselman

50. 3D Characteristic #4: Forget CRM, Think MCR – Maximise Customer Relationships! @andyhanselman

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

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

53. 3D Demonstrated!

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

55. Easy to buy from! Keep you informed! Make recommendations! Remember you! 3D Demonstrated! @andyhanselman

56. They do it consistently! $34 Billion!!! @andyhanselman

57. 3D Characteristic #5: Create An UBER Culture! @andyhanselman

58. A Classic Definition of ‘Culture’: “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

59. My Definition of ‘Culture’: “The way we do things around here” @andyhanselman

60. Another Definition of ‘Culture’: “It’s what people do when no one’s looking” Herb Kelleher, Founder, Southwest Airlines @andyhanselman

61. 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! 3D Businesses Ensure: @andyhanselman

62. “ 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 3D Demonstrated!

64. When recruiting they look for three characteristics: passion, clear talking and team working 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’ 3D Demonstrated!,

65. “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!

67. 3D Characteristic #6: KeeP In Control! @andyhanselman

68. 62% of UK SME’s admit they don’t have an accurate insight into the health of their business source: ClicData’s Intelligent Business Index @andyhanselman

69. If ‘vision’ is your ‘destination’, then KPI’s are your ‘dashboard’!

70. Clear Measurable Targets Use Them To Spot ‘Warning Signs’Measure And Monitor Performance Establish Key Performance Indicators

71. And celebrate ‘successes’! @andyhanselman

72. 3D Demonstrated!

73. What would you want to know? 3D Demonstrated!

74. 3D Characteristic #7: InnovatiON! @andyhanselman

75. Our Definition Of Innovation “The successful exploitation of new ideas” @andyhanselman

76. Innovation New Ideas Exploitation Successful @andyhanselman

77. “My door is always open” is NOT a process!

78. “We want ideas coming from all of our 80,000 people, not five or three. A much smaller number of people have to decide and edit and move forward, but you want ideas coming from everywhere. You want people to explore.” Tim Cook, CEO, Apple 3D Demonstrated!

79. Beer Knowledge Thursdays! 3D Demonstrated!

80. Pizza Problem Solving! 3D Demonstrated!

81. #1:Get That Vision Thing! #2:Think in 3D! #3:Delighted Customers! #4:Forget CRM - MCR!#5: UBER Culture! #6: KeeP In Control! #7: InnovatiON! The 7 Characteristics Of 3D Businesses!

82. How clear a picture of your business do you have?

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

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

86. Want To See How Your Business Measures Up Against ‘The 7 Characteristics’? All members of can get FREE access to our innovative online 3D Diagnostic Tool! Visit: www.3ddiagnostic.co.uk Promotion code is andyfriend @andyhanselman

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

88. “Vision without action is hallucination ” Thomas Edison

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

90. “Scare yourself, otherwise you’re not doing anything new ” Mary Murphy Hoye, Head Of R & D, Intel

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

92. Take action, not notes!

93. So... what are you going to Do? @andyhanselman

94. People can be divided into three groups @andyhanselman

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

96. MISSING YOU ALREADY! MISSING YOU ALREADY! @andyhanselman

97. Download my slides and other resources at: www.andyhanselman.com/slides @andyhanselman andyhanselmanconsulting andyhanselman andy@andyhanselman.com @andyhanselman