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Author: Andy

30 Oct Andy’s ‘Spooky’ 3D Thoughts 30th October

Posted at 13:20h in #2 Establish A Dramatic Difference, #3 Create 'Devoted' Customers, #4 Forget CRM - Think MCR!, #5 Build An 'UBER' Culture! by Andy 0 Comments
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It's a Halloween special 3D Thoughts this week with some incredibly spooky insights into Amazon, Google, Apple and Facebook from Danny In The Valley, some very scary customer experience statistics that affect us all, but it's not all 'tricks', there's a lovely 'treat' from our friends at Rejuvenated! As...

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30 Oct Oooh Spooky! 10 Scary Customer Experience Statistics

Posted at 12:18h in #3 Create 'Devoted' Customers, #4 Forget CRM - Think MCR!, #5 Build An 'UBER' Culture! by Andy 0 Comments
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Exceeding customer expectations is a key success factor in winning businesses (Creating Delighted and Devoted Customers is Characteristic #3 of The 7 Characteristics Of 3D Businesses) and in this incredibly fast paced changing world it's getting harder to do! I don't want to 'spook' you, but I...

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23 Oct Andy’s 3D Thoughts 23rd October

Posted at 14:14h in #1 Get That Vision Thing!, #2 Establish A Dramatic Difference, #3 Create 'Devoted' Customers, #4 Forget CRM - Think MCR!, #5 Build An 'UBER' Culture!, #6 Keep In Control, #7 Keep Working ON! by Andy 0 Comments
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It's a special 3D Thoughts this week with a short video to share some lessons I learned from a visit to Raymond Blanc's Dramatically and Demonstrably Different business Le Manoir aux Quait'Saisons in Oxfordshire  last week. There are lessons in leadership, employee engagement, marketing, customer service and innovation! As ever,...

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23 Oct Le Manoir aux Quat’Saisons – 7 Ingredients For 3D Success!

Posted at 11:56h in #1 Get That Vision Thing!, #2 Establish A Dramatic Difference, #3 Create 'Devoted' Customers, #4 Forget CRM - Think MCR!, #5 Build An 'UBER' Culture!, #6 Keep In Control, #7 Keep Working ON! by Andy 0 Comments
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I was very lucky to accompany some clients on a 'benchmarking' exercise last week - I went with a group of leaders from the University Of Sheffield UNICUS team to visit the award winning restaurant Le Manoir Aux Quat'Saisons in Oxfordshire (Hey, someone had to do...

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08 Oct Customer Delight – A ‘Rap’turous Response From Marks & Spencer!

Posted at 23:20h in #3 Create 'Devoted' Customers, #4 Forget CRM - Think MCR! by Andy 2 Comments
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How your company deals with customer service problems says a lot about you. We call it ‘Dealing With Disappointment’  and 3D Businesses ‘Encourage’, ‘Empower’, and ‘Enable‘ their people to do it effectively (it’s an ingredient of 3D Characteristic #5: Create An UBER Culture – more information here). Here’s a great example of this in action. When Eugene Costello...

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