1. Create ‘Delighted’ Customers With 3D Customer Service!
Magna Centre
Rotherham
18th February 2016
Create ‘Delighted’ Customers With 3D Customer Service!

2. What We’re Going To Look At…
What we’re all up against in today’s ever increasingly competitive markets and raising customer expectations
How winning businesses overcome the differentiate themselves in their markets with ‘remarkable’ customer experiences
What it means for you and your business
Identify ‘ways forward’ for you and your business to make it work for you too!
@andyhanselman

3. Who The Hell Is Andy Hanselman?

4. I help businesses and their people create competitive advantage by...
Thinking in 3D!
@andyhanselman

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

6. Why...
3D?
@andyhanselman

7. @andyhanselman

8. @andyhanselman

9. The year before Henry was born...
@andyhanselman

10. @andyhanselman

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

14. Dramatically and Demonstrably Different
7 Characteristics of
Dramatically and Demonstrably Different
Businesses
@andyhanselman

16. How I work…….
@andyhanselman

17. @andyhanselman

18. @andyhanselman

19. @andyhanselman

20. Awareness
Assessment
Action
@andyhanselman

22. Get my slides and other resources at: andyhanselmanconsulting
@andyhanselman

23. Normal Price £11.99 + £1.20 p&p today only £4.90!! £9.99!
@andyhanselman

24. What does ‘success’ look like?
@andyhanselman

25. Satisfied
Customers
@andyhanselman

26. Sufficient ‘Delighted’
Customers
@andyhanselman

27. ‘Disappointed’ ‘Devoted’ ‘Delighted’ ‘Disaffected’ High Expectations
A ‘Poor’
Experience
A ‘Great’
Experience
‘Delighted’
‘Disaffected’
@andyhanselman
Low Expectations

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

29. How do they
do it?
@andyhanselman

30. #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!
@andyhanselman

31. Create Delighted And Devoted Customers!
3D Characteristic #2:
3D Characteristic #3:
Create Delighted And Devoted Customers!
@andyhanselman

32. What are we up against when it comes to customers these days
@andyhanselman

33. Some Trends...
@andyhanselman

34. #1: We’re In ‘The Age Of Abundance’!
@andyhanselman

35. “In every single industry there is now overcapacity of production and lack of capacity in terms of people”
Sir Martin Sorrell, Chief Executive WPP
@andyhanselman

36. Management Consultants Sheffield
@andyhanselman

37. 529,000!
(0.25 seconds)
@andyhanselman

38. @andyhanselman

39. #2: Customers Are Putting Up More Barriers!
@andyhanselman

40. @andyhanselman

41. @andyhanselman

42. #3: There’s Greater Transparency!
@andyhanselman

44. #4: Customer Expectations Are Rising!
@andyhanselman

45. 75%!
of customers think that customer service levels ‘are at an all time low’
Source: Henley Business School
@andyhanselman

46. Exceed Expectations – 2%
Customers feel…‘customer service experiences generally….’
Exceed Expectations – 2%
Meet Expectations – 62%
Miss Expectations – 32%
(4% weren’t sure!)
Source: American Express Global Customer Service Barometer
@andyhanselman

47. “The beach was too sandy”

48. “No one told us there would be fish in the sea
“No one told us there would be fish in the sea. Our children were startled”

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

50. “It’s lazy of the local shopkeepers to close in the afternoons
“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”

51. #5: Customers Won’t Wait!
@andyhanselman

52. 73% of customers end a relationship with a company because of bad service
Source: The Cost Of Poor Customer Service Report

53. 2minutes
= the average time the uk consumer is prepared to queue (compared to 5 minutes 6 years ago) Source: Barclaycard
@andyhanselman

54. 57%
of customers will wait only 3 seconds or less for a website to load before abandoning it!
Source: “Consumer Response To Travel Site Performance” Study 2105
@andyhanselman

55. 74%
of customers leave if a website doesn’t load on their phone in 5 seconds!
Source: “Consumer Response To Travel Site Performance” Study 2105
@andyhanselman

56. A one-second delay in load time would cost Amazon an estimated $1
A one-second delay in load time would cost Amazon an estimated $1.6 Billion a year!
@andyhanselman

57. #6: They Don’t Believe The Hype!
@andyhanselman

58. tell the truth in advertisements
76%
of consumers
don’t believe
that companies
tell the truth in advertisements
@andyhanselman

59. #7: Word Of Mouth Is On The Increase!
@andyhanselman

60. So Is ‘Word Of Mouse’...
@andyhanselman

62. 93%
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

63. “79% who had a negative experience with a business tell others about it”

64. $80 million!

65. What Does It All Mean
@andyhanselman

66. @andyhanselman

68. @andyhanselman

69. If Only Adverts Told The Truth...
@andyhanselman

71. Seriously.....
@andyhanselman

72. Do ‘Things’ That Stand Out

73. ‘Things’ That Get People Talking!

74. That’s...
3D!
@andyhanselman

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

76. Create Delighted And Devoted Customers!
3D Characteristic #2:
3D Characteristic #3:
Create Delighted And Devoted Customers!
@andyhanselman

77. So, What Can You Do About It
@andyhanselman

78. 3 ‘Ingredients’ to consider...
@andyhanselman

79. Ingredient #1...
@andyhanselman

80. Be easy to ‘buy from’ and ‘deal with’
Ingredient #1:
Be easy to ‘buy from’ and ‘deal with’
@andyhanselman

81. Sales
Prevention
Officer!
The...
@andyhanselman

82. @andyhanselman

83. Computer says ‘NO’!

84. @andyhanselman

85. @andyhanselman

86. What Are The Common Causes Of ‘Sales Prevention Officers’
@andyhanselman

87. Systems And Processes Attitudes Policies ‘Scriptease’
@andyhanselman

88. It
could be
you!
@andyhanselman

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

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

91. @andyhanselman

92. Who, What And Where Are Your ‘Sales Prevention
Officers’?
@andyhanselman

93. What irritates, annoys or disappoints our customers
@andyhanselman

94. Stand In Your Own Queues

95. Exterminate
Your ‘Sales
Prevention
Officers’

96. Ingredient #2...
@andyhanselman

97. Delight Your Customers!
Ingredient #2:
Delight Your Customers!
Surprise them with the level of service you provide
@andyhanselman

98. Now, That’s Customer Delight!
@andyhanselman

99. The 6 Ingredients Of Customer Delight....
@andyhanselman

100. Produces a ‘wow’ reaction Appears spontaneous or unexpected
It’s the personal touch
Makes customers feel valued
It’s genuine
Creates a talking point
@andyhanselman

101. @andyhanselman

104. @andyhanselman

106. @andyhanselman

109. How Can You ‘Delight’ Your Customers
@andyhanselman

110. Complete This Sentence...
“Yes, they dealt with me professionally, but what completely blew me away was.....”
@andyhanselman

111. @andyhanselman

112. Ingredient #3...
@andyhanselman

113. Create ‘Devotion’ Through Consistency!
Ingredient #3:
Create ‘Devotion’ Through Consistency!

115. 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’

116. 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

117. 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

118. “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”
“There may be 50 ways to leave your lover, but there are only 4 ways out of this plane”
“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”
Herb Kelleher, founder, Southwest Airlines

119. “We entrust every single Ritz-Carlton staff member, without approval from their general manager, to spend up to $2,000 on a guest. That's not per year. It's per incident”
Simon F Cooper, President Ritz Carlton

121. Champion
Your
Champions!

122. Why Not Get Your Customers To Do It?

123. Conclusions
@andyhanselman

124. 3 Ingredients...
@andyhanselman

125. Be easy to ‘buy from’ and ‘deal with’
Ingredient #1:
Be easy to ‘buy from’ and ‘deal with’
@andyhanselman

126. Delight Your Customers!
Ingredient #2:
Delight Your Customers!
@andyhanselman

127. Create ‘Devotion’ Through Consistency!
Ingredient #3:
Create ‘Devotion’ Through Consistency!

128. Bonus!!!
Ingredient #4...
@andyhanselman

129. Take ACTION, Not Notes!

130. “Vision without action is hallucination”
Thomas Edison

131. “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

132. “Scare yourself, otherwise you’re not doing anything new”
Mary Murphy Hoye, Intel

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

134. call us!!!
@andyhanselman

135. Normal Price £11.99 + £1.20 p&p today only £4.90!! £9.99!
@andyhanselman

136. All purchasers today get FREE access to our innovative online 3D Diagnostic Tool!
Normal price £9.99
Rate your business against the ingredients
that make up the 7 Characteristics
Receive a personalised report direct to your
inbox based on your responses
Unlimited access – see what your colleagues
think and revisit it whenever suits!
It’s a great accompaniment to the book!
And it’s FREE!
@andyhanselman

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

138. People can be divided into three groups
@andyhanselman

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

140. MISSING YOU ALREADY!
@andyhanselman

141. Get my slides and other resources at: andyhanselmanconsulting
@andyhanselman