1. Create ‘Customer Delight’ In Your Business
Education Day
Whittlebury Hall
13th September 2016

2. About This Session…
To Help You...
Identify and remove the blockages to ‘remarkable’ customer service in your business
Understand the 6 ingredients of Customer Delight and how you can make them work for you
Embed this stuff into your business

3. Who The Hell Is
Andy Hanselman?

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

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

7. Why...
3D?

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!)

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

16. £9.99! today only Normal Price: £11.99 + £1.20 p&p
320 pages with real insights into The 7 Characteristics of 3D Businesses
Outlines of ‘Dramatically and Demonstrably Different’ Businesses who have done it, and are still doing it
Practical examples of what works (and doesn’t!)
An opportunity to see how your business measures up
Stimulating ideas and practical steps that you can actually take to make it work in your business

17. Awareness
Assessment
Action

19. Get my slides and other resources at: andyhanselmanconsulting

20. What are we up against when it comes to ‘customers’

21. #5 Trends...

22. We’re in ‘the age of abundance!
#1:
We’re in ‘the age of abundance!

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

24. Management Consultants Sheffield

25. 529,000!
(0.25 seconds)

27. There’s greater ‘transparency’!
#2:
There’s greater ‘transparency’!

30. Expectations are rising!
#3:
Expectations are rising!

31. 75%!
of UK customers think that customer service levels ‘are at an all time low’
Source: Henley Business School 31

32. 90%
of business leaders believe customers are more demanding than they were a few years ago

33. “The beach was too sandy”

34. “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”

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

36. “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”

37. They want what they want, when they want it, how they want it!
#4:
They want what they want, when they want it, how they want it!

40. 2Minutes!
How long is the average time the UK consumer is prepared to queue?
(compared to 5 minutes 6 years ago) Source: Barclaycard

41. 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

42. 74%
of customers leave if a website doesn’t load on their phone in 5 seconds!

43. 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!

44. #5:
Promiscuity is rife!

46. 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

47. So, what does it all mean?

48. You’ve got to work harder at building and maintaining.....

50. Expectations are high!

51. Customers have lots of choice!

52. The spotlight is on you!

53. Create ‘Delighted’ And ‘Devoted’ Customers!’
3D Characteristic #3:
Create ‘Delighted’ And ‘Devoted’ Customers!’

54. 3 iDeas
to consider.....

55. ‘iDea 1’...

56. Be easy to ‘buy from’ and ‘deal with’

57. The ‘Sales Prevention Officer’!

59. Computer Says ‘NO’!

62. Sales Prevention Officers?
The common causes of
Sales Prevention Officers?

63. Systems And Processes
Attitudes
Policies
‘Scriptease’

64. It
could be
you!

65. What sort of
role model
are you?

66. Identify your Sales Prevention Officers
3D Action Point...
Identify your Sales Prevention Officers

67. Identify the things that irritate, annoy, frustrate your customers
3D Action Point...
Identify the things that irritate, annoy, frustrate your customers

68. FINISHED FILES ARE THE RESULT OF YEARS OF SCIENTIFIC STUDY COMBINED WITH THE EXPERIENCE OF YEARS

69. FINISHED FILES ARE THE RESULT OF YEARS OF SCIENTIFIC STUDY COMBINED WITH THE EXPERIENCE OF YEARS

71. Stand In Your Own Queues!
3D Demonstrated!
Stand In Your Own Queues!

72. 3D Demonstrated!
‘Front Line Fix’!

73. 3D Demonstrated!
A Great Question To Ask...

74. “Are You COMPLETELY Happy?”
3D Demonstrated!
“Are You COMPLETELY Happy?”

75. Eliminate your ‘Sales Prevention Officers’
3D Action Point...
Eliminate your ‘Sales Prevention Officers’

76. 3D Demonstrated!

77. 3D Demonstrated!

78. 3D Demonstrated!

79. ‘iDea 2’...

80. Delight your customers! level of service you provide
Surprise them with the
level of service you provide

81. Now
THAT’S
Customer
Delight!

83. The 6 Ingredients Of Customer Delight....

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

85. The Benefits Of ‘Customer Delight’...

86. It’s memorable
It makes customers feel valued
It creates a talking point
Is ‘Dramatically Different’
It can reduce the emphasis on price

87. “In a business to business engagement, ‘Delighted’ customers are FIVE TIMES more likely to plan on repurchasing than merely satisfied customers”
Source: Ipsos Loyalty Report: The Role Of Customer Delight In Achieving Customer Loyalty

88. 3D Demonstrated!

89. 3D Demonstrated!

90. 3D Demonstrated!

91. 3D Demonstrated!

92. 3D Demonstrated!

93. 3D Demonstrated!

94. 3D Demonstrated!

96. Identify ways to ‘Delight’ your customers
3D Action Point...
Identify ways to ‘Delight’ your customers

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

98. 3D Demonstrated!

99. ‘iDea 3’...

100. Foster ‘Devotion’ Through Consistency!

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

102. Free Sandwiches And Coffee!
3D Demonstrated!
Free Sandwiches And Coffee!

103. Front Line Staff Decide!
3D Demonstrated!
Front Line Staff Decide!

104. 3D Demonstrated!
That’s EMPOWERMENT!

105. 3D Demonstrated! 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

106. 3D Demonstrated! 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
3D Demonstrated!

107. 3D Demonstrated!
“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”

108. £500!
3D Demonstrated!

109. “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

110. 3D Demonstrated!

111. Champion
Your
Champions

112. Why not get your customers to do it?

115. Conclusions

116. ‘iDea 1’...

117. Be easy to ‘buy from’ and ‘deal with’

118. ‘iDea 2’...

119. Delight your customers! level of service you provide
Surprise them with the
level of service you provide

120. ‘iDea 3’...

121. Foster ‘Devotion’ Through Consistency!

122. Bonus!!!
‘iDea 4’...

123. Take Action, Not Notes!

124. “Vision without action is hallucination”
Thomas Edison

125. “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

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

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

128. 3D Action Point...
What Are You Going To Do?

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

130. today
only
£9.99!
£4.90!
Normal Price:
£ £1.20 p&p

131. £30!
Normal Price: £50

132. People can be
divided into
three groups

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

134. MISSING YOU ALREADY!

135. get my slides and other resources at: andyhanselmanconsulting