Blog

09Apr Andy’s 3D Thoughts 9th April

3D ThoughtsWhat are the blockages in the customer experience that you deliver? Want to know how to spot and eliminate them? One of this week’s 3 iDeas offers a Dramatically and Demonstrably Different approach to doing this and it involves ‘Trauma Teddies’! There’s also an insight into Net Promoter Score and some great examples of what some of the best businesses offer when it comes to employee perks!

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

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09Apr It’s A Fair Cop! Trauma Teddies Improve The Customer Experience

A great way of improving the customer experience you provide is to ‘Stand In Your Own Queues’. That means seeing things from their perspective and identifying those aspects that irritate, frustrate and annoy them, stop them coming back, and even stop them buying from you in the first place.

Having identified them, the challenge is then to remove, reshape or improve them and making the overall customer experience a better one throughout the customer journey.

The goal is to create an outstanding customer experience that ‘delights’ your customers and exceeds their expectations – it’s a key ingredient of 3D Characteristic #3: Create Delighted And Devoted Customers. 

Here’s a great story about, and lovely example, of ‘Standing In Your Own Queues’ to improve the customer experience…and it comes from Manchester police. Although the aim is clearly not to create ‘repeat business’, it does make the customer experience a much better one, and that has to be a good thing.

They will soon be carrying Trauma Teddies in their fleet of traffic cars. These fluffy little creatures will be given to children at accident scenes to keep them calm and to act as a comfort during what can be very difficult times for them. It’s a simple, but effective, way of creating a better customer experience (The 100 Teddies have been donated by a local Manchester company, S Ryder Ltd – well done them!)

PC Matt Picton explained that the teddies are a great way to calm youngsters down after what can be a very upsetting experience. “When you go to a collision children are distressed and the idea is to reassure them by giving them one of these teddies. From previous experience it does work. It has a positive effect on them, it calms them down and it takes their mind off what they have just witnessed.It’s also a great ice breaker as they sometimes don’t want to speak to us; we can be scary in our uniforms.”

‘Standing In Your Own Queues’ is one of those simple things that you could do in your business, and encourage your people to do too – especially your non customer facing people! It simply means doing things like ringing up your own business, visiting your own website, placing an order and querying your accounts department (Hey, this is revolutionary stuff!!!).

It’s a great way of identifying issues, problems and opportunities to improve the experience you give to your customers.

We’ve created a FREE simple toolkit to help you do it in your business – Just click on the image to DOWNLOAD it! 

Go on… have a go before you ‘cop for it’ with your customers!

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26Mar Andy’s 3D Thoughts 26th March

3D ThoughtsHow effective is your team? Are you maximising the potential and performance of your people? One of this week’s 3 iDeas offers a Dramatically and Demonstrably Different approach put forward by Google. There’s also a great example of spotting and solving customer problems to create opportunity and a nice lesson in customer service from Korea!

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

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

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19Mar Andy’s 3D Thoughts 19th March

3D ThoughtsIt’s 3 iDeas time to help you think Dramatically and Demonstrably Differently in the way you lead and drive your business forward. They include some innovative ideas for ‘onboarding’ your people, a lovely example of customer delight from Aer Lingus and some sad news for the people of the North Pole.

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

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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12Mar Andy’s 3D Thoughts 12th March

3D ThoughtsSome absolutely brilliant customer service from Tesla’s Elon Musk is just one of this week’s 3 iDeas!  That, and 2 others, are all aimed at helping you think Dramatically and Demonstrably Differently in the way you lead and drive your business forward. There’s also news about the internet(!) and how winning businesses engage their people and maximise performance.

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

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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12Mar Half Of UK Employees Can’t Recite Their Company Vision And Values – That Could Be OK!

A new report suggests that 52% of the UK’s workers cannot recite their organisation’s vision and 49% cannot recite their values. That might sound like bad news, but I do think that it needs to be clarified.

I’ve worked with lots of businesses where people can’t ‘recite’ them, but can give you a good ‘feel’ for where the company is heading and what is expected of them. In other words, it’s NOT about ‘recital’, it’s about understanding, ‘buy in’ and engagement! 

However, I understand where the report is coming from and it does highlight some key issues for business leaders. For example, 27% feel their organisation’s vision or values have too much corporate jargon and almost one in five (18%) say they don’t reflect what the company is actually like.

The report by Rungway suggests that older employees (above 45!) are the least likely among age groups to be able to recite their company’s vision, and those working in IT services are the most likely to be able to recite their company’s vision (59%) while bank workers (63%) were the best at reciting company values. That’s all very well being able to recite them – the key for me is do they actually ‘live’ them?

So, what does this mean for your business? Well, when we work with clients helping them shape and share their vision and values, employees typically ask (the leaders, their colleagues or themselves)

  • Why are we doing this?
  • How is this vision relevant to me?
  • What specifically do you want me to do?
  • How will I be measured?
  • What consequences will I face?
  • What tools and support are available?
  • What’s in it for me?

The role of the leader is to help people answer these questions and ‘get them engaged’. Can yours?

They also ask…

  • How are we doing?

In other words, you need to keep them informed and updated on progress and successes.

Our research suggests that’s what winning businesses ‘Get That Vision Thing’ (It’s 3Characteristic #1 in our 7 Characteristics of 3D Businesses ) and this means they…

  • Establish A Vision… a clear picture of the future that gives them and their people something to aim for – it creates real focus and direction. They involve all their key people and ensure that there is consensus and consistency and something ‘tangible’ to aim for.
  • Get Buy In And Engage Their People… by ensuring that everyone understands where they’re heading and what that ‘vision’ means for them! That doesn’t mean ensuring that everyone can recite the cash flow backwards, but that they have a clear understanding of where they’re heading and where they fit in!
  • Work ‘ON’ Their Vision… and proactively create sufficient time to think and work ‘strategically’ and use their vision to… people and identifying the key steps they need to take to achieve them! They
  • Drive Things Forward… by setting key goals and objectives for theirkeep their vision alive by sharing progress and successes.

It’s NOT about ‘reciting’ things, it’s about creating a picture of the future that ‘stimulates, excites and inspires’.

Does your business have ‘That Vision Thing’? Why not download this FREE assessment tool to find out?

Simply click on the image to get it!

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