Andy's 3D Thoughts

Three ideas for March 16

This week, a great example of making innovation work from a forward-thinking company, plus evidence of the power of negative customer reviews and a quick test of your memory.
Andy's 3D Thoughts

Three ideas for Dec 15

What is your attitude to mistakes in your business? Facebook's approach is just one of this week's ideas. There's also a great example of customer delight from Air Canada and some statistics about the benefits of all this 'delight'.
Andy's 3D Thoughts

Three ideas for Nov 10

Do you know what percentage of customers will pay more and spend more as a result of great customer service? The answer is one of this week's 3D iDeas.
Andy's 3D Thoughts

Three ideas for Oct 7

This week, who does Google's CEO, Eric Schmidt turn to for advice? It isn’t who you think. Plus some ideas on customer delight (from a school no less!) and why two dissatisfied customers gave a $100 tip..
Andy's 3D Thoughts

Three ideas for Sept 22

This week, an amazing statistic. Every minute, 204 million emails get sent - and that’s just one of the things that’s happens in an internet minute. Find out more on this week’s 3D Podcast.
Andy's 3D Thoughts

Three ideas for Sept 8

This week, advice from Richard Branson, how the way you answer the phone impacts customer loyalty and a lesson in customer service during a hunt for Yorkshire puddings.
Andy's 3D Thoughts

Three ideas for Aug 5

This week, how many of your people actually know what your business actually does - and who it does it for? We also have some insights into 'innovation in action' and an amazing insight into the pace of change.
Andy's 3D Thoughts

Three ideas for July 15

This week, we look at two examples of companies that are meeting their customers' expectations and throw in some advice about innovation from Germany's World Cup winning manager.
Andy's 3D Thoughts

Three ideas for June 23

Did you know that half of customers who make a complaint ask a question about a company on Twitter expect a response in one hour! That, plus some other scary statistics, are among this week's 3D iDeas.
Andy's 3D Thoughts

Three ideas for June 16

I lost (and thankfully found) my wallet this weekend. But the whole episode highlighted the good, the bad and the ugly of how front line staff deal with their customers. How do your people measure up? Listen to this week's 3D Thoughts to find out.
Andy's 3D Thoughts

Three ideas for June 9

For many businesses, the biggest barriers to delivering 'remarkable' customer experiences are the barriers they build themselves. So how easy are you to do business with? How could you improve your customer experience?
Andy's 3D Thoughts

Three ideas for May 19

This week, how the best networkers make it work for them, an insight into how Apple make innovation work and a new report on world customer service league tables by country - who do you think does best?
Andy's 3D Thoughts

Three ideas for April 28

This week, we talk about employee engagement (or the lack of it), customer experiences and how much poor service is costing businesses - it's a scary figure!
Andy's 3D Thoughts

Three ideas for April 14

This week, what are your customers' expectations and (how) do you exceed them? Plus, making your customers feel valued and the power of 'word of mouth' (and 'word of mouse') - all in around three minutes!
Andy's 3D Thoughts

Three ideas for March 24

If you want to be successful in business, you need to take time to work ON your business as well as work at it. How do you measure up? We also have some research about office rows plus examples of customer delight.
Andy's 3D Thoughts

Three ideas for March 18

This week, some advice on innovation from Apple's design chief, Jonathan Ive(the man who brought us the iPod, iPhone and iPad), plus some research about what people think about business buzzwords and a look at how companies approach customer complaints and customer praise.
Andy's 3D Thoughts

Three ideas for Feb 24

Spotting that your customers have a problem is a source of opportunity, and this week we have a great example of a company that is doing just that. We also look at how you deal with customer enquires and ask what lessons we can learn from the mobile phone industry - and they're not particularly good ones!
Andy's 3D Thoughts

Three ideas for Feb 17

This week we explore how your business can benefit from tapping into the knowledge and ideas of other people, why it's important that you know how easy are you to buy from and deal with online, and see how a British builder is a great example of creating customer delight.
Andy's 3D Thoughts

Three ideas for Feb 3

The debauched culture created by Leonardo DiCaprio's character, Jordan Belfort, in Wolf Of Wall Street is one of this week's three ideas. And no, we're not suggesting you copy it!
Andy's 3D Thoughts

Three ideas for Jan 20

UK retailer Sainsbury's is creating delightful dialogue with their customers. Do you? Many businesses also make the link between great customer service and the bottom line but then fail to do anything about it. Are you? It only takes three minutes of your time to find out more!