1. think in 3D!
And Care For Claire
Barnsley
2nd july 2015

2. think in 3D! the 7 characteristics of 3D Businesses
an special breakfast
Holiday inn
barnsley
2nd july 2015

3. who the hell is andy hanselman?

4. i help businesses and their people
think 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. @andyhanselman

10. the year before henry was born...
@andyhanselman

11. @andyhanselman

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

15. £9.99! £11.99 + £1.20 p&p today only £5.99 ebook coming soon!
@andyhanselman

16. Dramatically and Demonstrably Different
7 characteristics of
Dramatically and Demonstrably Different
businesses
@andyhanselman

17. what does ‘success’ look like?
@andyhanselman

18. satisfied
customers
@andyhanselman

19. sufficient ‘delighted’
customers

20. high expectations low expectations
‘disappointed’
‘devoted’
a ‘poor’
experience
a ‘great’
experience
‘delighted’
‘disaffected’
low expectations
@andyhanselman

21. L sufficient ‘devoted’ customers committed maximised motivated
effective
people
maximised
financial
returns
@andyhanselman

22. L sufficient ‘devoted’ customers committed maximised motivated
effective
people
maximised
financial
returns
@andyhanselman

23. how do you measure up?
@andyhanselman

24. awareness
assessment
action
@andyhanselman

26. get my slides and other resources at: andyhanselmanconsulting
@andyhanselman

27. Dramatically and Demonstrably Different
7 characteristics of
Dramatically and Demonstrably Different
businesses
@andyhanselman

28. 3D characteristic #1:
get that vision thing!
@andyhanselman

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

30. imagine the future - what does it hold for you?
err are you sure?
@andyhanselman

31. @andyhanselman

32. “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

33. “heavier-than-air flying machines are impossible”
lord kelvin,mathematician, physicist, and president of the british royal society, 1865
@andyhanselman

34. western union internal memo,1876
“the telephone has too many shortcomings to be seriously considered as a means of communication. the device is inherently of no value to us”
western union internal memo,1876
@andyhanselman

35. “i think there is a world market for about five computers”
thomas watson, chairman of ibm, 1943
@andyhanselman

36. “there is no reason for any individual to have a computer in their home”
ken olsen, president of dec at the convention of the world future society, 1977

37. “640k ought to be enough for anybody”
bill gates, 1981
@andyhanselman

38. “by the end of the year the ipod will be dead, kaput, finished”
sir alan sugar, early 2005
@andyhanselman

39. “you’ll look great wearing that hat at the wedding sis”
beatrice to eugenie and eugenie to beatrice, may 2011
@andyhanselman

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

41. what does your vision look like?
@andyhanselman

42. what will you have achieved by july 2016?
@andyhanselman

43. looking ahead.... what will you have achieved? what will be in place?
think.. finance..’customers’..people
what will be in place?
what will be happening that isn’t happening now?
what will you / others be saying / doing / feeling?
@andyhanselman

44. what are the key steps to make all this happen?
@andyhanselman

45. @andyhanselman

46. people tell us they want to know..
why are we doing this?
how is this vision relevant to me?
what specifically do you want me to do?
how will i be measured?
what consequences will i face?
what tools and support are available?
what’s in it for me?
how are we doing?
@andyhanselman

47. to help people answer these questions!
the leaders’ role?
to help people answer these questions!
@andyhanselman

48. “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
@andyhanselman

49. “fixed on the vision, flexible on the journey”
jeff bezos, ceo, amazon
@andyhanselman

50. why should I buy from you?
@andyhanselman

51. sit down if you heard something like....
our ‘expertise and experience’
our people
our location
our reputation
our customer service
our quality
our pricing
our personal service
our flexibility to customer needs
our ability to solve problems
our ‘uniqueness’
@andyhanselman

52. = ‘usual stuff people say’!
usp’s?
= ‘usual stuff people say’!
@andyhanselman

53. 3D characteristic #2:
‘think in 3D’!
@andyhanselman

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

56. @andyhanselman

57. Dramatic Difference ? Demonstrate it ? what is your... how do you...
@andyhanselman

58. @andyhanselman

59. create ‘delighted’ and ‘devoted’ customers!
3D characteristic #3:
create ‘delighted’ and ‘devoted’ customers!
@andyhanselman

60. now that’s customer delight!
@andyhanselman

61. @andyhanselman

62. @andyhanselman

63. @andyhanselman

64. @andyhanselman

65. ‘foster devotion’ through consistency!
3D Businesses...
‘foster devotion’ through consistency!
@andyhanselman

66. 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
@andyhanselman

67. 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
@andyhanselman

68. “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”
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.”
@andyhanselman

69. forget CRM, think MCR – Maximise your Customer Relationships!
3D characteristic #4:
forget CRM, think MCR – Maximise your Customer Relationships!
@andyhanselman

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

71. create dialogue, not diatribes!
3D Businesses...
create dialogue, not diatribes!
@andyhanselman

72. maximise opportunities !
3D Businesses...
maximise opportunities !
@andyhanselman

73. @andyhanselman

74. ‘share of customer, not just ‘share of market’
think...
‘share of customer, not just ‘share of market’
@andyhanselman

75. book me to speak at your next event!
@andyhanselman

76. POR QUE? KEY KEEP OUT! KEEP IN TOUCH
HIGH
SPEND
POR
QUE?
KEY
LOW SHARE
HIGH SHARE
KEEP OUT!
KEEP IN TOUCH
LOW
SPEND
@andyhanselman 14 76

77. easy to buy from! remember you! make recommendations!
keep you informed!
@andyhanselman

78. they do it consistently!
$34 Billion!!!
@andyhanselman

79. 3D characteristic #5:
create an UBER culture!
@andyhanselman

80. what exactly is culture
@andyhanselman

81. “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

82. “the way we do things around here”
andy hanselman
@andyhanselman

83. “it’s what people do when no one’s looking”
herb kelleher, founder, southwest airlines
@andyhanselman

84. 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!
@andyhanselman

85. “ 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
@andyhanselman

86. 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’
@andyhanselman

87. “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
@andyhanselman

89. champion your champions
@andyhanselman

90. why not get your customers to do it?
@andyhanselman

91. 3D characteristic #6:
KeeP In Control!
@andyhanselman

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

93. 3D characteristic #7:
innovatiON!
@andyhanselman

94. “the successful exploitation of new ideas”
@andyhanselman

95. 2: systems and processes
1: leadership
2: systems and processes
3: climate
4: implementation
@andyhanselman

96. 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 2013
@andyhanselman

97. 71% of UK businesses don’t have any such platform for contributions to be made!
source: l’oreal research 2013
@andyhanselman

98. “my door is always open” is not a process!
@andyhanselman

99. pizza problem solving!
@andyhanselman

100. so....
in summary
@andyhanselman

101. 3D characteristic #1:
get that vision thing!
@andyhanselman

102. 3D characteristic #2:
‘think in 3D’!
@andyhanselman

103. create ‘delighted’ and ‘devoted’ customers!
3D characteristic #3:
create ‘delighted’ and ‘devoted’ customers!
@andyhanselman

104. forget CRM, think MCR – Maximise your Customer Relationships!
3D characteristic #4:
forget CRM, think MCR – Maximise your Customer Relationships!
@andyhanselman

105. 3D characteristic #5:
create an UBER culture!
@andyhanselman

106. 3D characteristic #6:
KeeP In Control!
@andyhanselman

107. 3D characteristic #7:
innovatiON!
@andyhanselman

108. how do you ‘measure up’?
@andyhanselman

109. what can you do
about it?

110. “vision without action is hallucination”
thomas edison
@andyhanselman

111. “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
@andyhanselman

112. “scare yourself, otherwise you’re not doing anything new”
mary murphy hoye, head of r & d, intel
@andyhanselman

113. “don’t just stand there….. do something!”
dick dastardly
@andyhanselman

114. take action, not notes!
@andyhanselman

115. today
only
£9.99!
£ £1.20 p&p
coming soon
@andyhanselman

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

117. free e-books....
visit
@andyhanselman

118. Discount code: ANDYSDEAL65
only
£27.00!
A 90 minute online learning programme with 13 videos, toolkits, templates and assessments
Discount code: ANDYSDEAL65
@andyhanselman

119. people can be divided into three groups
@andyhanselman

120. those who make things happen
those who watch things happen
those who ask ‘what happened’?
@andyhanselman

121. MISSING YOU ALREADY!
@andyhanselman

122. get my slides and other resources at: andyhanselmanconsulting
@andyhanselman