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15Jul Andy’s 3D Thoughts 15th July

If you are are a regular listener to 3D Thoughts, then there’s a good chance that you are on the lookout for fresh insights, new ideas and innovative ways of doing things. This week’s episode will help you do that even more effectively with 7 other podcasts worth listening to to help you take a Dramatically and Demonstrably Different approach to the way you do things.

All you need to do is just click on the image to listen to get the reasons why I’ve chosen them … it’s all in around 3 minutes! You can click on the images and links below to access or subscribe to them:

Links: Click On The Images To Access The Podcasts…..


The Pivot Podcast

The Sunday Times’ Danny Forston’s new podcast series about the development of Silicon Valley with stories about real 3D Thinkers’ – even ones from the 70’s who shaped all this stuff!

Click on the image for more details and here to get it on iTunes.

 


Danny In The Valley Podcast

This is Danny’s regular weekly podcast. He has been the West Coast correspondent for The Sunday Times since the beginning of 2017, covering all things technology and Silicon Valley, and there are always great insights into what’s happening out there…. and may well happen here soon too!

Click on the image for more details and here to get it on iTunes


Giles Coren Has No Idea

Not particularly business focused, but a very funny insight into the creative process of how Giles Coren comes up with ideas for his newspaper column. He ‘brainstorms’ and develops them with his wife, Esther Walker in their kitchen – not Dramatically Different to how we do it actually, but I suspect, they are a lot funnier.

Click on the image for more details and here to get it on iTunes


Ctrl Alt Delete

Emma Gannon’s interviews and discussions with a wide range of entrepreneurs, experts and celebrities on things such as social media, creativity, the internet, work and life outside work. It’s a wide ranging selection, and not all will ‘hit the spot’ with you, but there are plenty of ‘jewels’ in there that make it well worth a listen.

Click on the image for more details and here to get it on iTunes


Six Pixels Of Separation

Mitch Joel is a real 3D Thinker who discusses weekly all things communication, marketing, branding, customers and technology and how connected we’ve all become in today’s modern business world.

Click on the image for more details and here to get it on iTunes


The Bottom Line

The weekly business programme from the BBC which is hosted by Evan Davis. Basically, it’s a panel discussion between 3 people from a particular industry or sector discussing key business issues in a user friendly way. It’s a great way to ‘fish in different ponds’ and get insights into how other businesses and industries do things.

Click on the image for more details and here to get it on iTunes


Desert Island Discs

Talking about ‘Fishing in different ponds’, this might not seem business related, but it’s a fantastic insight into successful people from all walks of life. As well as the weekly interview, there are over 3000 episodes to access from the years of it being first broadcast back in 1942! It is well, well worth a look, but be careful though, the amazing collection is quite addictive and you might find yourself completely hooked!

Click on the image for more details and here to get it on iTunes


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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01Jul Andy’s 3D Thoughts 1st July

3D Thoughts

Are you creating Customer Delight? This week’s 3D iDeas focus on going the extra mile for your customers with real examples of businesses taking a Dramatically and Demonstrably Different approach to exceeding customer expectations, and ideas to help you do it too.

All you need to do is just click on the image to listen… it’s all in around 3 minutes!

Links:

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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01Jul 4 Examples Of Customer Delight In Action!

‘Customer delight’ is all about ‘exceeding’ customer expectations. It’s definitely not about ‘Have a nice day’ or ‘buy one, get 10 free’ (Hey, anyone can give stuff away!), it’s about going the extra mile for customers. It often involves quite simple things that can make a difference, and our research has identified 6 key ingredients of Customer Delight….

  • It produces a wow reaction
  • It appears spontaneous or unexpected
  • It’s the personal touch
  • It makes the customer feel valued
  • It’s genuine… and…
  • It creates a ‘talking point’

I love experiencing, and seeing examples of ‘customer delight’ in action, and here are just a few ‘simple’ ones that demonstrate what it’s all about…


#1: Sun Tan Cream For Customers

My wife Jill took her mum to a pub called the Spencer Arms in Cawthorne for a bit of lunch on Saturday and as they went to sit outside in the garden, there, among the condiments and cutlery was some sun tan cream for customers to use.

They’ve clearly built this in to the way they do business, but it’s a simple, thoughtful thing that shows they care about their customers.

Can you build things into your business that shows customers you care?

 


#2: Happy Anniversary Cakes

A client of ours, Kevin Canetti of Wharncliffe visited the Radisson Blue hotel in Dublin with his wife recently and was asked by the receptionist on arrival what their plans were for their weekend stay. They explained that they were celebrating their anniversary and the receptionist obviously saw this as an opportunity to do something nice and show her customers she cared. When they came back from a day out, there were some lovely cakes to greet them with the words ‘Happy Anniversary’ in chocolate – that’s the ‘personal touch’!

Are your people ’empowered’ to go the extra mile for customers?


#3: Create A Memorable Experience

Going out of your way to give your customers a memorable experience can be a great way to delight customers and here’s a lovely example from the residential home The Oaks At NorthPointe in Ohio when the staff organised a ‘slip n slide’ for their elderly residents!

They’ve clearly thought about this and consciously worked on doing something that customers will remember.

How can you create ‘memorable’ experiences  for your customers?


#4: Respond To Your Customers To ‘Make Their Day’

When Soldier-mad Marshall Scott donned his very own uniform for his birthday treat to watch the changing of the guard at Windsor, he was keen to show how much he was a fan by saluting them as they passed. It was great to see how the Coldstream Guards responded to him.  In fact, they actually ‘broke the rules’ and came back to stand to attention with him.

It’s a great example of  ‘not following the script’ and responding to customers in a way that works for them.

How good is your business at ‘responding’ to customers and not just ‘following the script’?


So, what can you do to ‘delight’ your customers? Obviously it means different things for different businesses, and of course, different customers.

Your challenge is to think about those ingredients and work out how you could make them work for the way you interact with your customers.

You could start by considering the questions outlined above

For a more in-depth insight into Customer Delight, click on the image to download my free e-book Customer Delight As Competitive Advantage – 44 pages and over 60 ideas to help you make this stuff work in your business.

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17Jun Andy’s 3D Thoughts 17th June

3D Thoughts

It’s 3D iDeas time and we’ve got some great lessons from the NHS, IKEA and Charity:Water to name but a few. We start with the NHS reducing readmissions to hospital by 41% by a single phone call, we’ve got 5 examples of businesses utilising technology to improve customer experiences and an insight into a truly Dramatically and Demonstrably Different charity that donates 100% of donations to the areas the money is meant for – that’s Charity:Water!

All you need to do is just click on the image to listen… it’s all in around 3 minutes!


Links:

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…

Read More

12Jun Utilising Technology For Great Customer Experiences – 5 Examples Of Businesses Doing It Right!

Creating a proactive customer-centric organisation, cross departmental collaboration and keeping up with evolving customer expectations are the key challenges that businesses today say they face when it comes to customer service. That’s according to the recently published State of Customer Service 2020 report which has over 1500 respondents from around the world and brands including the likes of Uber, Zurich, Mastercard and Microsoft.

Along with the fact that integrating AI and machine learning into customer service operations is rated as the most challenging aspect businesses are facing, among the many insightful statistics, the one that particularly struck me was the top 4 priorities for customer service departments in 2020 are:

  • Creating a customer – centric organisation and collaborating internally – 18.7%
  • Scaling to keep up with evolving customer expectations – 17.9%
  • Moving from reactive to proactive customer support – 13.4%
  • Synchronising channels to deliver a seamless omnichannel customer journey – 13.1%.

It’s clearly about a mix of getting the culture right and utilising technology to create outstanding customer experiences, but how are businesses actually doing that? I’ve written in the past about great examples of culture  at the likes of fantastic 3D Businesses like Zappos (which I’ve written about frequently), but what about the ‘technology’ side of things?

Well, here are some examples that I’ve seen recently…

1. Shop Remotely At IKEA…

IKEA has launched a new app that allows customers to shop remotely for products and visualize the products in different scenarios in their own homes. It saves time and effort for customers and makes them easier to buy from by allowing customers to ‘personalise’ their browsing and then purchase goods. The app also uses augmented reality to allow customers in store to point their phone at a piece of furniture to see other textures or colours and to see it in the context of a room back in their house. Again, it’s all about ‘personalisation’!

How easy are you to buy from and deal with?


2. Accor Hotels Make It Personal…

Personalising the customer experience has always been a source of ‘Dramatic Difference’ and Accor Hotels maximises the information they have about their 58 million customers they have on their database across their whole chain of hotels to allow them to personalise the experience. In seconds, a receptionist has access to details of the customer’s habits and preferences so they can quickly respond to, and even anticipate, their customers needs.  It’s about using information to ’empower’ people to create outstanding customer experiences.

How well do you maximise your customer data?


3. The Drop…

The Drop is an online business that allows you to buy a tailor made suit from as little as £295! You let them have your measurements, details of the fabric and style of your suit and it’s delivered to you in 5 weeks, or 3 weeks if you pay £50 extra. They are a great example of a business that has looked at the traditional customer journey and ‘digitalised’ it making it simpler, quicker and cheaper.

How could you ‘digitalise’ (part of) your customer journey?


4. Redbrik’s Virtual House Tour…

In days gone by, if you were looking to buy a house, it was all about scanning the local newspaper property guard, visiting the estate agents and booking an appointment to look round the property – not anymore! Local estate agents (and clients of ours!) Redbrik offer virtual tours of the houses that they are selling with 3D Walkthroughs. You can literally ‘walk through’ a house using virtual reality and a get a real feel for it!

They can be viewed on any internet-enabled device and provide the most realistic and immersive property viewing experience without being in the property. The incredible ‘dolls house’ view shows the home from a 360-degree perspective and even allows you to see floor-by-floor. It saves customers lots of time and effort and helps them focus on the properties that you are really interested in. Check out what it look like here.

How could you save your customers time, effort (and money)?


5. Virgin Media Reduce Cancelled Visit Numbers…

Apparently, lots of people (about 10%!) forget that they have an appointment with a tradesman coming to their house and this can obviously cost the business lots of money in wasted time and resources. Virgin Media identified this as a big problem for their installers so to fix this they partnered up with a business called ContactEngine. They helped them implement an automated proactive SMS and voice conversation process a couple of days before the installation. Customers would get a message to confirm the correct address, and importantly that the customer would be there when they visited. The automated conversations also allowed customers to cancel, reschedule, or correct the address if necessary and there was also the opportunity to talk to a ‘real’ person if required. The results were impressive, with significantly reduced cancellations and financial losses, and I suspect an increase in happy customers.

How could you improve the customer experience and save yourself time, effort (and money)?


Clearly, technology on its own is not the answer, but, it’s obvious – it’s definitely not going away. In fact, you could argue it’s being commoditised and if you’re not maximising it, your customers are the ones that will!

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