When 10 year old Manchester United fan Daragh Curley wrote to Jurgen Klopp, he asked him for a favour. Unfortunately it was something that the Liverpool manager couldn't help him with, but that didn't stop him going the extra mile and 'delighting' his customer by...
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...
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...
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...
Great customer experiences from front line people on Trans Pennine Express and Easy Jet feature in this week's 3D iDeas! As does HMRC and their Dramatically and Demonstrably Different way of saying 'Sorry'. Plus, at this time of remembrance, there are some examples of innovation from...
We're back! Yes, after a brief summer break, it's 3 iDeas time! This week's 3 things to help you be a Dramatically and Demonstrably Different Business look at why people quit and what you can do about it (hint: it's not the money!), why you might be...
43% of UK customers have consciously NOT made a second purchase from a business due to poor customer service! That's according to a new report from the Institute Of Customer Service. The biggest culprits that send customers away unhappy according to the report are...
Another great session with Santander yesterday at their Breakthrough Masterclass at The York Army Museum. The topic was 'Maximising Leadership Performance' and we explored how winning businesses leaders 'Get That Vision Thing' and engage their people to maximise performance. For those that came along (and for those...
It was great to speak at the HR Exchange event today - good to see so many people contributing and swapping ideas - just how we like it! Thanks to the Bhayani HR & Employment Law team for organising such a good event. The topic was 'Creating A...
It was great to speak at The Sheffield City Region Business event yesterday - a wonderful turnout and a very receptive audience - just how we like it! Thanks to the teams at Hart Shaw and Reynolds Trade Credit for organising the event so well....