1. Think in 3D! The 7 Characteristics of 3D Businesses
An Intimate Breakfast
Sheffield
10th January 2016

2. Who The Hell Are Andy Hanselman Consulting?

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

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

5. Why...
3D?

11. (and have been for over 24 years!)
I research, write about, talk about and work with high performance businesses
(and have been for over 24 years!)

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

13. today
only
£9.99!
£ £1.20 p&p

14. Awareness
Assessment
Action

16. Get my slides and other resources at: andyhanselmanconsulting

17. Who are you?

18. What Does ‘Success’ Look Like?

19. That’s what this session is all about!

20. What do ‘Successful’
Businesses Have And Do?

21. Satisfied
Customers

22. Sufficient ‘Delighted’
Customers

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

24. L Sufficient ‘Devoted’ Customers Committed Maximised Motivated
Effective
People
Maximised
Financial
Returns

25. L Sufficient ‘Devoted’ Customers Committed Maximised Motivated
Effective
People
Maximised
Financial
Returns

26. How Do You Measure Up?

27. S W O T

28. Sheffield
Wednesday On
Their way down

29. Strengths
Weaknesses
Opportunities
Threats

30. So
What!

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

32. 3D Characteristic #1:

33. Get That Vision Thing!

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

35. Think ‘Strategically’

36. ON
Strategic
Operational IN
Tactical 36

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!

38. It’s hard to create time
to focus on seeing the
bigger picture

39. “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

40. ‘Go For Walks!’

42. “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

43. Leadership in...
‘3D’ Businesses...

44. Is Not A Job Title!

45. Is At Every Level!

46. Is Proactively Developed!

47. Get Engaged!

48. People tell us they want to know...

49. “How are we doing?” “What specifically do you want me to do?”
“How is it relevant to me?”
“Why are we doing this?”
“What tools and support are available?”
“How will I be measured?”
“How are we doing?”
“What’s in it for me?”

50. The Leaders’ Role?

51. 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

52. “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
Chris Holmes

54. 1 Billion ‘Tiny Tummy Touch Points’!

55. Senior Executive Incentive Scheme!

57. “Fixed on the vision, flexible on the journey”
Jeff Bezos, CEO, Amazon

58. 3D Characteristic #2:

59. ‘Think in 3D’!

60. Why should I buy from YOU?

61. 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’

62. USP’s?

63. = ‘Usual Stuff People say’!

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

67. What is your...
Dramatic Difference ?
How do you...
Demonstrate it ?

69. 3D Characteristic #3:

70. Create ‘Delighted’ and ‘Devoted’ Customers!

76. ‘Foster devotion’ through consistency!
3D Businesses...
‘Foster devotion’ through consistency!

77. 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

78. 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

79. “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”
“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

80. 3D Characteristic #4:

81. Forget CRM, think MCR – Maximise your Customer Relationships!

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

83. Maximise Opportunities !
3D Businesses...
Maximise Opportunities !

85. ‘share of customer, not just ‘share of market’
Think...
‘share of customer, not just ‘share of market’

86. POR QUE? KEY KEEP OUT! KEEP IN TOUCH
HIGH
SPEND
POR
QUE?
KEY
LOW SHARE
HIGH SHARE
KEEP OUT!
KEEP IN TOUCH
LOW
SPEND 14 86

87. Easy to buy from!
Remember you!
Make recommendations!
Keep you informed!

88. they do it consistently!
$34 Billion!!!

89. 3D Characteristic #5:

90. Create An UBER Culture!

91. What
exactly is
‘Culture’?

92. 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

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

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

95. 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!

97. It’s All About ‘Behaviours’!
Oh Behave!

98. ‘Customer complaints’ procedure ‘Customer praise’ procedure?

99. “ 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

101. 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’

102. “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

104. Champion
Your
Champions

105. Why not get your customers to do it?

106. “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?”
Darmesh Shah, founder of Hubspot
@andyhanselman

107. 3D Characteristic #6:

108. KeeP In Control!

109. Collect
Analyse
Communicate
Maximise

110. Maximise
Communicate
Analyse
Collect

111. What would you want to know?

112. Create A Profit Focus!

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

114. 3D Characteristic #7:

115. InnovatiON!

116. “The successful exploitation of new ideas”

117. 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

118. 71% of UK businesses don’t have any such platform for contributions to be made!
Source: L’Oreal Research

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

120. Pizza Problem Solving!

121. 1: Leadership
2: Systems and processes
3: Climate
4: Implementation

122. So....
in summary

123. 3D Characteristic #1:

124. Get That Vision Thing!

125. 3D Characteristic #2:

126. ‘Think in 3D’!

127. 3D Characteristic #3:

128. Create ‘Delighted’ and ‘Devoted’ Customers!

129. 3D Characteristic #4:

130. Forget CRM, think MCR – Maximise your Customer Relationships!

131. 3D Characteristic #5:

132. Create An UBER Culture!

133. 3D Characteristic #6:

134. KeeP In Control!

135. 3D Characteristic #7:

136. InnovatiON!

137. How Do You Measure Up?

138. Take action, not notes!

139. What can you do
about it?

140. 3D strategic away days!

141. 3D Conferences!

142. In-house 3D
sessions!
You choose the topics and subjects!

148. Up and Coming Leaders Accelerate!
UCLA!
Helping
Up and Coming Leaders Accelerate!
An innovative leadership and business development programme
Starts in March 2016!
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!

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

150. today
only
£9.99!
£ £1.20 p&p

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

152. “Vision without action is hallucination”
Thomas Edison

153. “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

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

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

156. So... what are you going to
Do?

157. People can be
divided into
three groups

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

159. MISSING YOU ALREADY!

160. get my slides and other resources at: andyhanselmanconsulting