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10Feb Customer Delight – Don’t Write Off The ‘Old Fashioned Ways’!

We were out with our friends Nayeem and Kawal and their daughters Eliza and Ariana this weekend and it was brilliant to see a lovely handwritten postcard that Eliza had been sent to her home by her teacher Miss Hayton for a great performance in class. It clearly made an impact on her as she proudly showed it to us… it was also clear that it made an impact on mum and dad too with the look on their proud smiling faces as she did so!

It’s a great example of ‘customer delight’! Yes, even schools can do it! It’s a lovely touch, and a fantastic example showing that a simple, personalised response can go a long, long way to touch a ‘customer’ and make them feel valued. I think in this day of being bombarded with endless emails, tweets, posts, ‘snaps’ and electronic messages of all kinds, getting an ‘old fashioned’ note can make a real impact.

Although it’s not a ‘commercial example’, I do think 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’!

The result also demonstrated the benefits of customer delight:

  • It certainly made Eliza as a ‘customer’ feel valued!
  • It created a talking point – She was quick to show it to us with pride
  • It also had a real positive impact on her mum and dad too (they were very proud too!)

So, what could you do to follow Miss Hayton’s wonderful example and ‘delight’ your customers? 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….

  • What could you do to make your customers feel ‘valued’?
  • How good are you and your people at ‘personalising’ the experience and doing it genuinely?
  • What do you do to help, support and encourage them to 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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04Feb Andy’s 3D Thoughts 4th February

3D Thoughts

Hello there… It’s 3D iDeas time to help get you ‘Thinking in 3D‘! That means being Dramatically and Demonstrably Different! We start off with what today’s employees are looking for in their employer, there’s a great example of an individual taking a 3D approach to getting a job by ‘standing out from the crowd’, and we’ve got a nurse who totally ‘stood in her customers’ shoes’ to really understand what her ‘customers’ were going through and help improve the service she provides.

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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14Jan Andy’s 3D Thoughts 14th January

3D Thoughts

Hello there! It’s a Dramatically and Demonstrably Different 3D iDeas this week! After a really successful leadership event we ran in Sheffield last week that included a fun quiz to help people be aware of just how fast things are moving, we thought we’d let you have a go too! Here are 6 questions (and the answers!) to get you ‘Thinking in 3D. You can access the slides with the questions and answers below, along with a quiz sheet to allow you to have a bit of fun in your office!

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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07Jan Andy’s 3D Thoughts 7th January

3D Thoughts

Happy New Year and welcome to the first 3 3D iDeas of 2019! There are some interesting queries from Foreign Office ‘customers’, advice about avoiding being the ‘same as’ when it comes to establishing your values and lessons from one of the original 3D Thinkers, Herb Kelleher, the Founder of the Dramatically and Demonstrably Different Southwest Airlines, who sadly died last week.

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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24Dec Andy’s Christmas 3D Thoughts 24th December

3D Thoughts

YO HO HO! It’s Father Christmas here! Please don’t tell Andy, but we’ve managed to ‘hack’ in to his website and have come up with 3 3D iDeas while he skives off! I’ve done it with the help of my two friends Chris and Louis and there are some tips on making your marketing work, ‘delighting’ your customers, and getting all your team on board in this Dramatically and Demonstrably Different world! 

As when Andy does it, all you need to do is just click on the image to listen – it’s all in around 3 minutes…..

Have a wonderful Christmas and all the best from the Andy Hanselman Consulting team!

 

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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17Dec Andy’s 3D Thoughts 17th December

3D Thoughts

It’s the last 3D iDeas of the year from me (although if I remember right, we did have a very Christamassy guest do one last year!). This week’s episode introduces a 7 YEAR OLD doing $22 million worth of business in a Dramatically and Demonstrably Different way! There’s some advice on ‘strategic thinking’ from England manager, Gareth Southgate and a lovely story of a Dewsbury butcher showing real ‘goodwill’ to his customers this Christmas

As ever, 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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