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16Oct Andy’s 3D Thoughts 16th October

3D ThoughtsIt’s 3D Thoughts time and here’s this week’s short video to help you and your business be Dramatically and Demonstrably Different! As ever, there are 3 iDeas in around 3 minutes and they include news of an innovative approach to improving the customer experience from KLM, a ‘rapturous’ response to create customer delight from Mark & Spencer and the benefits of ‘fishing in different ponds’! 

As ever, there’s no need to download anything! Just click on the video below, watch and then DO SOMETHING!

Here are this week's 3D Thoughts – 3 ideas to help you improve your customer experience and your connectivity – feel free to watch and share!

Posted by Andy Hanselman on Monday, 16 October 2017

Links (click on them to find out more):

If you never want to miss another 3D Thoughts and want to hear other past audio episodes or want to sign up for a little reminder when they’re out, just click here

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

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 bought a pair of new £65 brogues from Marks & Spencer for a job interview, he soon realised that they were stiff and didn’t fit very well. He hoped that they would ‘soften up’ but after a couple of months, they hadn’t, so he contacted the Marks & Spencer website, explained the situation and asked for some advice for the “misery of me bleeding plates of meat” (For us non – cockneys, that meant his ‘poorly feet’!)

The response he got from was impressive. Noticing his likeness for ‘rhymes’, customer service representative, Andrew Nightingale responded with this…

Eugene promptly went to his local store and swapped his shoes – he also spread the news via social media explaining ‘I got back the astonishing email, and I thought ‘fair play to them, they’ve gone the extra mile and it’s deserving of the wider audience’. 

That’s what ‘Delighted’ customers do – they come back for more and they spread the news!

In a world of (far too many) ‘automated’ and ‘scripted’ responses,  this is a great example of …..

  • Personalising the customer experience
  • Dealing with Disappointment promptly and effectively and…
  • Demonstrating a ‘Dramatically Different’ response approach to the usual ‘scripted’ one so many other businesses deliver

 

I’m not suggesting that all your customer facing staff should be able to ‘rap’ a response to their customers, but are they ‘Encouraged’, ‘Empowered’, and ‘Enabled‘ to deliver a ‘personalised’ response to their customers?

What do you need to do to make sure they are?

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02Oct Andy’s 3D Thoughts 2nd October

3D ThoughtsHere is this week’s 3D Thoughts video to help you and your business be Dramatically and Demonstrably Different! It’s 3 iDeas in around 3 minutes and they include news of the best music to improve productivity in your business, how to avoid being a robotic boss and a great example of 3D Thinking from Sheffield’s own Our Cow Molly!

As ever, there’s no need to download anything! Just click on the video below, watch and then DO SOMETHING!

Posted by Andy Hanselman on Monday, 2 October 2017

Links (click on them to find out more):

If you never want to miss another 3D Thoughts and want to hear other past audio episodes or want to sign up for a little reminder when they’re out, just click here

We’d love to know what you think of the ‘video version’ – should we keep it up or revert back to audio?

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25Sep Andy’s 3D Thoughts 25th September

3D ThoughtsAs ever, this week’s 3D Thoughts have 3 POINTS to help you and your business be Dramatically and Demonstrably Different! As you’ll see, we’ve gone all ‘modern’ and done it on video again…. still a similar format… 3 iDeas in around 3 minutes! There are ideas on thinking strategically, and some ideas on maximising people performance!

As ever, there’s no need to download anything! Just click on the video below, watch and then DO SOMETHING!

It’s all a bit ‘rough and ready’, but here goes….

Posted by Andy Hanselman on Monday, 25 September 2017

Links (click on them to find out more):

If you never want to miss another 3D Thoughts and want to hear other past audio episodes or want to sign up for a little reminder when they’re out, just click here

We’d love to know what you think of the ‘video version’ – should we keep it up or revert back to audio?

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18Sep Andy’s 3D Thoughts 18th September

3D ThoughtsIt’s 3D Thoughts time and this time it’s definitely Dramatically and Demonstrably Different! We’ve gone all ‘modern’ and done it on video…. still a similar format… 3 iDeas in around 3 minutes! There are ideas on creating excellent customer experiences by being easy to do business with…  are you inducting your people effectively, and a very touching example of creating customer delight!

As ever, there’s no need to download anything! Just click on the video below, watch and then DO SOMETHING!

It’s all a bit ‘rough and ready’, but here goes….

A First! Andy's 3D Thoughts On Facebook Live…

Posted by Andy Hanselman on Monday, 18 September 2017

Links (click on them to find out more):

If you never want to miss another 3D Thoughts and want to hear other past audio episodes or want to sign up for a little reminder when they’re out, just click here

We’d love to know what you think of the ‘video version’ – should we keep it up or revert back to audio?

Read More

07Aug Andy’s 3D Thoughts 7th August

3D ThoughtsIt’s 3D Thoughts time! 3 iDeas to help you create a Dramatically and Demonstrably Different business…. all in around 3 minutes! There are ideas on how to proactively create conversations with the people that count… your people, your customers, your suppliers and yourself(!), how to ‘fish in different ponds’ and a nice example of creating customer delight!

As ever, there’s no need to download anything! Just click on the icon below, listen and then DO SOMETHING!

Links (click on them to find out more):

If you never want to miss another 3D Thoughts and want to hear other past episodes or want to sign up for a little reminder when they’re out, just click here

Alternatively, if you want to get all ‘modern’ and never miss one again then click on the icon to…

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