Blog

14Nov Be Easy To Buy From – I’ll Drink To That!

Finding ways to improve the customer experience is a something that 3D Businesses do consistently. A key way of differentiating themselves from their competitors is making the whole thing simpler and easier for the customer – it’s all about ‘convenience’!

That can be anything from answering the phones promptly (and the person answering it knows what they’re talking about!), improving processes to eliminate time wasting processes and ‘speed things up’ through to sophisticated AI technology that creates automated personalised responses.

I came across a great innovative example last weekend of ‘Being Easy To Buy From’…. and it involved drinking beer at a football match!

I went to watch the mighty Sheffield United (5th in The Premier League!) play Spurs at their very impressive new Tottenham Hotspur Stadium last weekend.  To make things easier for their 62,000 customers they have clearly designed things to run smoother on match day, and this was evident from the arriving at the ground with easy to use urinals on the streets outside the ground! They were definitely convenient ‘conveniences’!

Once we were in the ground, I was expecting usual pain of buying drinks at a football match which is is often a stressful experience – long queues with lots of people trying to get a pint in a relatively short time period all at once. Spurs had a wonderful device that took that pain away and sped things up massively – my pint pots were filled from the bottom….. very quickly! I ordered my beers and the bar tender simply put the empty glasses on a base and through the wonder of magnets, fluid mechanics and innovative technology, they filled up!

Just watch the video below to see them in action:

They have definitely ‘raised the bar’ – Quick, easy, convenient and completely Dramatically and Demonstrably Different‘!

Some questions for you….

  • How easy are you to buy from and deal with?
  • Where could you improve the customer experience by making things easier for your customers?
  • Why not ‘Stand In Your Own Queues’ and see how you measure up?

You can download our FREE ‘Stand In Your Own Queues’ toolkit simply by CLICKING HERE.

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07Oct Andy’s 3D Thoughts 7th October

Customer Delight from Pret A Manger and Employee Delight from Martek Marine are just 2 of the 3D iDeas in this week’s 3D Thoughts. There’s also news of a Dramatically and Demonstrably Different approach to improving your customer experience when flying with Japan Airlines.   

All you need to do is just click on the image to listen and then DO SOMETHING… 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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30Sep Andy’s 3D Thoughts 30th September

When are you best ‘creative’? When are your people? This week’s 3D Thoughts highlight how we each have a ‘best time’ – are you maximising that? There’s news of a Dramatically and Demonstrably Different approach to customer service from Her Royal Highness, The Queen and news that ‘death bots’ will let loved ones speak from the grave – now THAT’S 3D!  

All you need to do is just click on the image to listen and then DO SOMETHING… 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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20Sep Customer Delight From Her Majesty!

When 5 year old Australian Savannah Hunt and her mum toured Europe on holiday they were accompanied by Harriet, a toy monkey from her Adelaide kindergarten. Unfortunately, while on their trip they lost her!

When Savannah’s mum Katie discovered that Harriet was missing, it was too late as they were already homeward bound. She tracked back their steps and realised that they’d left her on their trip to Buckingham Palace.

After they’d arrived back in Australia without her, staff at Savannah’s school took up the hunt and penned a letter to the Queen, politely asking her to search for the beloved monkey. They included some photos of Harriet on her travels, got all the children to sign it and posted it to Her Majesty saying ‘Have You Seen This Monkey?’

Surprisingly the next week they got a response saying that Harriet was in good care and to prove this, included photos of Harriet’s adventures around the Queen’s residence…

They also showed her being looked after by a corgi called Rex!

Harriet soon arrived back in Australia with her new friend in tow – Rex now lives in Adelaide with Harriet and all her friends!

It’s a great example of customer delight from Her Royal Highness… it demonstrates all 6 things our research has identified as 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’!

Now, I don’t know whether Her Royal Highness reads my blog or has popped in to one of my presentations and maybe saw one of my favourite stories I tell when speaking about customer delight about Joshie The Giraffe, but it’s clear that she’s a real 3D Thinker and if she didn’t actually find Harriet herself and respond, but even if she didn’t, she certainly ’empowered’ her people to do so.

How do you measure up? Why not 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 these questions. When it comes to your customers….

  • How ’empowered’ are your people to respond to, and ‘delight’ customers?
  • What do you do to help, support and encourage them to do it?
  • What do they get if they do it?

For a more in-depth insight of 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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09Sep Andy’s 3D Thoughts 9th September

Do you ever think “Oh no, another meeting!”? Some people spend over half their working week in them and  this week’s 3D Thoughts highlight how to take a different approach – a Dramatically and Demonstrably Different approach even! There’s a 3D approach to marketing from Channel 4 and news about how vloggers are influencing our world.  

All you need to do is just click on the image to listen and then DO SOMETHING… 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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09Sep Channel 4 Choose ‘Em Or Lose ‘Em

3D Businesses focus on the customers they WANT to work with – we call it ‘Choose ‘Em Or Lose ‘Em’ and as a result, they are not afraid to say ‘No’ to the customers they don’t want. Here’s a brilliant advert from Channel 4 that does just that…. and they do it by ‘Demonstrating‘ their ‘Dramatic Difference‘!

It highlights some of the complaints they’ve had from people are not particularly enamored with what they’ve seen, and they way they’ve produced it, it clearly suggests that these are not the viewers they particularly mind losing!

You can watch it here….

  • Do you focus on the customers you WANT to work with?
  • Do you say ‘no’ to the customers you don’t?
  • Do your marketing efforts reinforce this?
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