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10Dec Andy’s 3D Thoughts 10th December

3D Thoughts

Royal Mail are it again – another nice example of customer delight from them is one of this week’s 3D iDeas! There’s also news about how the NHS is ‘modernising’ in a not so Dramatically and Demonstrably Different way – there is a lesson in there for us though. Plus, some innovative approaches from Quality Street to help you ‘personalise’ 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

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03Dec Andy’s 3D Thoughts 3rd December

3D Thoughts

Two great examples of customer delight are part of this week’s 3D iDeas! There’s one from Royal Mail and there’s one from McDonalds! Also, lessons from two brilliant 3D Thinkers who we lost last week and who took a Dramatically and Demonstrably Different approach to politics and life – there are lessons in there for us all.

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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03Dec Customer Delight From McDonalds – Honest!!!!!!

We’ve just had a lovely weekend with friends in Robin Hoods Bay and were up early to get back to our office. Feeling a bit peckish, we popped in to McDonalds at Bilbrough on the A64 near York. I ordered my Sausage Egg Mc Mufffin meal (and a bagel for Jill!) and was asked if I would like to donate an extra £1 for their Christmas Cuddle Charity Fundraising initiative. I said ‘yes’, handed over my pound, the lady rang a little bell and out came the staff running to give me a hug!

It brought a cheer from the other customers, there were smiles all round and it created a real ‘buzz’ at breakfast! As it did every time a new customer said ‘yes’ and the bell was pressed. It was lovely to see the smiles on customers’ faces way after they’d been hugged….. and it was clear that the staff seemed to be enjoying it too!

It’s simple stuff and a great example of ‘planned spontaneity’ that engages both staff and customers and it seemed to have a great impact, particularly in a business renowned for its processes and procedures (I couldn’t get a Sausage Egg McMuffin last week at 10.34am! (Not that I’m in a habit of having these things, honest!))

So, what can you do to create a bit of ‘planned spontaneity’ in your business to create customer delight? If you want a bit of inspiration, why not tap in to this resource from our friends at Bear Hugs Gifts which is a fantastic Random Acts Of Kindness Advent Calendar – there are lots of ideas there to get you thinking and, hopefully…. doing!

Finally… if you want some more ideas about customer delight, you can get a free e-book by clicking  on Customer Delight As Competitive Advantage .

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29Nov ‘Customer Delight’ Made In Heaven By The Royal Mail

When 7 year old Jase Hyndman sent a birthday card to his daddy in heaven via the Post Office he was worried whether it would reach him. However, he didn’t have to worry as he received a lovely personalised letter from Sean Milligan at the Royal Mail explaining that ‘it was a difficult challenge avoiding stars and other galactic objects’, but his letter had indeed been delivered to his daddy for his birthday.

What a lovely example of Customer Delight – that’s surprising customers with the level of service you provide and it clearly demonstrates all 6 of the ingredients I talk about at conferences and seminars when it comes to creating remarkable customer service experiences:

  • 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 ‘key’ to this example is the ‘personalisation’ and the effort that Sean put in to make it happen which clearly made Jase feel valued and ‘special’. He didn’t have to do it, but he did and that made aDramatic Difference – it gets people feeling good and telling others – the news has already been all over the media.

His mum Teri told the Royal Mail “I actually cannot state how emotional he is knowing his dad got his card… you didn’t have to make the effort to do this you could have just ignored it but the fact that yous have made the effort for a little boy you’ve never met is such a lovely thing to do Royal Mail you’ve just restored my faith in humanity and thank you it honestly means the world to him please share this so all the staff at Royal Mail know just how grateful we are ???? Thanks and merry Christmas x”

Here’s the letter that Sean sent….

 

So, how can you ‘delight’ your customers? Well, here’s a FREE 45 page ebook called Customer Delight As Competitive Advantage and it gives you ideas, tips and tools to help you make this stuff work in your business – Click on the image to download it straight to your Kindle or iPad!

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27Nov Baroness Trumpington RIP – A Good Old Fashioned 3D Thinker!

Baroness Trumpington, the Dramatically and Demonstrably Different member of the House Of Lords has sadly passed away at the age of 96. Although I might not necessarily have agreed with all her politics, she really was a favourite of mine – a real ‘disrupter’ who pushed the boundaries throughout her life. She really ‘shot to fame’ when she was shown on television ‘flicking two fingers’ at the former Defence Secretary Lord King , but it’s clear that she ‘Challenged The Status Quo’ throughout her (very interesting) life.

I liked her because she showed that you don’t have to be 30 year old dynamic silicon valley entrepreneur to be a disrupter and that 3D Thinkers’ come in all sorts of shapes and sizes…. and ages!

Some interesting facts and quotes from this 3D Thinker’. She….

‘Fished In Different Ponds’:

She was born into the ‘establishment’ but was a ‘flop’ at school (her words) and showed a rebellious streak even as a ‘posh young lady’. When explaining where she learnt to swear, she said “I used to go into the woods with the local boys and smoke cigarettes.” 

‘Played To Her Strengths’:

She worked as a land girl in the Second World War, but wasn’t overly enamoured with it… ““I hated being a land girl. There were only old men there. The young men had joined up. And it was all apples – no animals.” is how she described it. She looked to do something else that she was good at ……..

‘Stood Out From The Crowd’:

When she turned 18 she became a code breaker at Bletchley Park and used her French and German to crack the codes sent by German submarines. Even there, she managed to ‘break the pattern’ and would hitchhike up to London for a night out. “We used to meet up in Claridge’s, and throw bread at each other and sing and behave so badly” She celebrated her 21st birthday at the 400 Club, and was such a regular at the Bagatelle, a French restaurant with a dance floor, that the band used to play a special tune the moment she arrived!

‘Broke The Rules’:

Her husband was a master at Eton and entertaining boys for tea was something she loved doing – although, she couldn’t let go of her old rebelliousness: “I smoked and drank and did everything naughty” she once said, and demonstrated this by jumping in the school swimming pool much to the disappointment and disapproval of her ‘posh’ husband. 

‘Challenged The Status Quo’:

She was a member of Margaret Thatcher’s Government and took great pleasure challenging her  “I thought: if I’m not true to myself, I might as well not exist. Therefore, I’ll say what I think and if that’s wrong, she can sack me. We fought each other verbally and I would stick to my guns and she would provoke me on purpose, and that was useful to her. It meant she was ready for other opponents.” 

‘Delivered’:

She never sat back and was a vocal figure in the Tory government, with roles in the agriculture and social security as well as the position of Baroness-in-waiting to the Queen. On top of that, she served in many other roles, including as UK representative to the United Nations Status of Women Commission and, briefly, the mayor of Cambridge. She stayed in, and contributed regularly to, the House Of Lords until she retired last year, and put forward her forthright views without fear “You don’t give a damn about what you say. Other people’s opinions matter less — unless they’re medical.”

Kept ‘Delivering’:

Even after she’d retired from the House Of Lords, she kept looking for opportunities to ‘push the boundaries’ by appearing and contributing on TV shows such as Have I Got News For You, Great British Menu and Backchat With Jack Whitehall. Her age didn’t bother her and in fact, she often turned it to her advantage. On Have I Got News For You she complained “I would like to know why at the age of 90 do I have to sign a piece of paper to appear on this show to say I’m not pregnant’! 

So, a real 3D Thinker’ who made a real impact sadly gone – if you want to find out more about her, the best thing you can do is click on the image to listen to her Desert Island Discs interview from where she Demonstrates herDramatic Difference wonderfully….

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26Nov Andy’s 3D Thoughts 26th November

3D Thoughts

Dramatically and Demonstrably Different way of doing insurance that’s Lemonade and lessons from their ‘disruptive approach’ are one of this week’s 3D iDeas! Also, an idea to ‘remove your blind spots’ and discover how others see things, and the proven benefits of developing effective performance management practices and maximising the performance of your people!

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…

Read More