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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

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03Aug Create Conversations With Your Customers, Your People… and Yourself! 50 ‘Prompts’ To Help…

Research consistently shows that customers feel that suppliers don’t listen to them, employees feel that bosses don’t appreciate and value them and many business leaders say they can’t create the time to listen to themselves and ‘think’!

We all get caught up in the day to day, and I’m sure most of us do value our customers and appreciate our people – perhaps too many of us don’t show it!

So, what can you do about it? Create some conversations…. with your customers, your people, your suppliers… and even yourself! How? Well, conversations can’t happen until someone actually starts one! So here are 50 things to consider saying or asking to the key people around you to create conversations.

*Health Warning 1: You might need to adapt these to different individuals and situations – don’t just blurt them out, and please don’t do it as a ‘tick box’ exercise. Read through them, consider their appropriateness and work out which ones could work for you.

*Health Warning 2: Please actively listen to the responses and where possible, TAKE ACTION!

10 Things To Ask / Say To Your People… 

  1. “How are you today?”
  2. “Thank you for that” (be specific!)
  3. “What do you think about….?”
  4. “How do you feel about….?”
  5. “You’ve done a great job on….”
  6. “X tells me you did a great job on……”
  7. “What’s bugging you around here?”
  8. “What’s holding you back?”
  9. “What do you need to do your job better?”
  10. “What one thing should we never stop doing here?”

 

10 Things To Ask / Say To Your Customers… 

  1. “Thank you for buying from us – we really appreciate it”
  2. “How are you?”
  3. “Why do you buy from us?” (Be careful with the intonation with that one!)
  4. “When do you buy from us?”
  5. “What do we do / don’t we do that irritates or annoys you about us?”
  6. “Are you / were you completely happy with what we do / did?”
  7. “I saw this and thought of you….” (and send them something that’s useful and relevant to them)
  8. “Who’s really impressed you in our business?”
  9. “Please come and see us / can we come and see you?”
  10. “How can we do more business?”

 

10 Things To Ask / Say To Your Suppliers / Advisors… 

 

  1. “Thank you”
  2. “How do we rate as a customer?”
  3. “How could we make it easier for you to help us?”
  4. “How can you add value to our business?”
  5. “Who could we learn from?”
  6. “How well do you understand our business, our goals and our issues?”
  7. “I particularly like the way you do ‘x’…..”
  8. “What buying trends have you spotted that could affect us?”
  9. “This is what we think you could do to improve”
  10. “Please keep doing this ……”

 

10 Things to say / ask to increase idea generation…

  1. “If Carlsberg ran our business what would it look like?”
  2. “If you were M.D what would you do about ……?”
  3. “What should we stop, start, continue doing about …..?”
  4. “What would we need to do if a competitor emerged doing what we do for free?”
  5. “Here’s some money to take your team to the café and come back with 10 ideas to improve ‘X’”
  6. “What could we learn from ___________ *insert company name?”
  7. “If we could do only 1 thing better what would it be, and how would we do it?”
  8. “If you had a magic wand, what one thing would you change here?”
  9. “Who could we learn from?”
  10. “Thanks you for that idea – I appreciate it”

 

10 Things To ask yourself…

 

  1. “What do I really enjoy doing?”
  2. “What am I really good at?”
  3. “Where / how do I really make an impact in this business?”
  4. “Am I focusing my efforts in the above areas appropriately?”
  5. “What one thing could I let go of / delegate?”
  6. “What’s my long term vision?”
  7. “Have I got people on board to help make that happen?”
  8. “Who could I learn from?”
  9. “What have I done well / achieved in the past year / month / week / day?”
  10. “Well done you!”

 

I’ll stress again, I’m not suggesting that you run around trying to say or ask all these 5o things, but why not use them as a prompt? Create your own…. and feel free to share with us any that work for you below

As Sir Jonathan Ive, the creator of the iPhone says “The best ideas start as conversations”, so go on…. Start creating those conversations – you never know where they might lead!

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31Jul Andy’s 3D Thoughts 31st July

3D ThoughtsHow do you create Dramatically and Demonstrably Different customer experiences? This week’s 3 iDeas highlight  3 principles of getting your people ‘on board’ to make it happen. It’s all about Engaging, Empowering and Enabling your people and there are lessons for anyone wanting to improve the experiences that your customers.

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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24Jul Andy’s 3D Thoughts 24th July

3D ThoughtsHow do you keep up with your customers in this Dramatically and Demonstrably Different fast moving world? This week’s 3 iDeas highlight some changes that are happening ‘out there’ when it comes to customer experiences and how businesses are responding – there are lessons in there for anyone wanting to differentiate their business.

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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10Jul Andy’s 3D Thoughts 10th July

3D ThoughtsWhat customer experience lessons can your business learn from Phil Collins? This week’s 3 iDeas highlight 4 ‘Customer Experience Lessons’ I witnessed at his recent Hyde Park concert. It was a Dramatically and Demonstrably Different customer experience from any other festival I’ve been to, and there are lessons in there for anyone wanting to differentiate their business and get ahead of their competitors through brilliant customer service.

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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04Jul Against All Odds – A Wonderful Customer Experience From Phil Collins!

Almost 40 years ago (June 1978) as a precocious 15 year old I ventured to the Knebworth Festival to watch my favourite band, Genesis live in concert (Genesis, for you ‘trendy youngsters’ were a popular progressive rock combo who did 23 minute epic songs with tales about ‘the other world’ in the olden days). It was an amazing experience in terms of the performance, but the event itself left a lot to be desired…. 60,000 people, long queues, rubbish food, awful beer (not that I was a particular expert in those days!), average sound, and a long, long wait to get out. All in all, a very ‘average’ customer experience – although to be fair, it was probably very good for the day.

Jump ahead those 40 years and after many Genesis concerts later – although unfortunately, none since Twickenham 2007 – we went to see Phil Collins (again, for the youngsters, he was the lead singer) perform at Hyde Park’s British Summer Time last Friday. It was a wonderful customer experience from arrival to going home and there are some clear messages for anyone (and everyone!) in business:

Customer Experience Lesson 1: The Welcome:

We arrived at Hyde Park Tube Station to be greeted by a lovely sign that welcomed us with lots of ‘puns’ and plays on Phil Collins songs including “As usual, Hyde Park will be Another Day In Paradise – it certainly made us smile and ‘set the tone’ for the day….

The security staff on the gate were incredibly welcoming too and made entry into Hyde Park easy and pain free (experience suggests at events like this, that’s not always the case!). They did everything they could to ensure that it wasn’t a Land Of Confusion!

QUESTION: HOW ‘WELCOMING’ ARE YOU AND YOUR TEAM TO YOUR VISITORS AND CUSTOMERS (ONLINE AND OFFLINE)? 

Customer Experience Lesson 2: Be Easy To Buy From And Deal With:

Stalls with a wide selection of lovely foods from all over the world were on hand to cater for a real cross section of tastes and these were supported by a great craft beer stall. A real positive was that there were lots of staff on hand to serve the beer and dedicated staff whose job it was was to take payment – they had special t-shirts to tell you that so that you didn’t think that they were ignoring you! The added bonus to an ‘easy to buy from’ customer experience was the ‘contactless’ payment system (the whole event was sponsored by Barclaycard) making the whole thing swift and pain free (apart from the fancy London prices for beer!)

Even nipping to the toilet (after all that beer!) was a pain free experience with staff on hand to give directions, manage the fences and gates to keep the queues to a minimum.

QUESTION: HOW EASY ARE YOU TO BUY FROM AND DEAL WITH?

(Here’s a free toolkit to download to help you find out your True Colours!)

Customer Experience Lesson 3: Manage Customer Expectations

My experience at events like this when there are a number of acts on, means that you never seem to know what’s happening when, and whether things are ‘on schedule’. At Hyde Park we had electric signs informing us of the schedule and times for each artiste – it was a great example of managing expectations.

It’s simple stuff, but so many businesses say nothing, or even worse, over promise and under deliver! The result is that they Miss Again!

QUESTION: HOW EFFECTIVE ARE YOU AT PROACTIVELY MANAGING CUSTOMER EXPERIENCES?

Customer Experience Lesson 4: Delight Your Customers!

This is all about ‘exceeding’ customer experiences and Phil and his band did that brilliantly. OK, I might be biased after all those years, but I did have high expectations and he certainly ‘delivered’ – as did the support team of Blondie and Mike And The Mechanics.

The point of this is that your ‘core offer’ has to be right in the first place. It’s no good doing all these ‘nice things’ if your core product or service isn’t right – in fact, that’s a sure fire way to wind up your customers and says I Just Don’t Care Anymore!

QUESTION: HOW DO YOU EXCEED EXPECTATIONS AND ‘DELIGHT’ YOUR CUSTOMERS?

So, to conclude…. It was a great customer experience that had…

  • A ‘core offer’ that customers wanted and valued
  • EVERYONE ‘on board’ at every level who were empowered to deliver it
  • Effective Systems and processes that enabled them to do it!

Do that and it will mean that as a customer I Can’t Stop Loving You, You’ll Be In My Heart and Leaving You Won’t Be Easy!

That’s Just The Way It Is……

OK… That’s All!


Creating Delighted And Devoted Customers is Characteristic #3 Of 3D Businesses.

Please click the image to download a free 60 page e-book introducing ‘Customer Delight As Competitive Advantage’

Please click the image to order the book ‘Think in 3D! The 7 Characteristics Of Dramatically and Demonstrably Different Businesses’ from Amazon as a paperback or Kindle

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