Characteristic #1: Get That Vision Thing!
Establish a clear vision that ‘inspires, engages and motivates’ everyone in the business – a meaningful picture of the future that creates focus, direction, passion and commitment. Develop committed, motivated and effective people at every level by proactively getting ‘buy in’ to that vision.
Establish A Vision!
A picture of the future that 'stimulates, excites and inspires'
Get 'Buy In' And Engage Your People
Ensure everyone buys into your vision
Work 'ON' not 'IN'!
Create time to think and work 'strategically'
Drive Things Forward
Create 'committed, motivated and effective people'
Characteristic #2: Think in 3D!
Recognise that ‘same as sucks’ and strive to do stuff that makes you ‘stand out from the crowd’. That’s ‘Thinking in 3D’! A ‘Dramatic Difference’ is “an unmatchable ‘bundle’ of products, services, skills, methods and practices that differentiate a business from its competitors”. It’s stuff that your competitors aren’t doing – even better, it’s stuff that your competitors can’t do!
Choose 'Em Or Lose 'Em!
Focus on the customers you want to work with!
Establish a 'Dramatic Difference'
An 'unmatchable bundle of things' that differentiates you
Demonstrate that 'Dramatic Difference'
Consistently reinforce it in everything that you do
Make Sure You're Getting Enough!
Have business generation processes that deliver!
Characteristic #3: Create ‘Delighted’ and Devoted’ Customers!
Strive to ‘Delight’ your customers which means ‘exceeding’ their expectations. Build on this to create ‘devoted’ customers who have high expectations and consistently receive a great experience (‘great’ as defined by the customers, not the business!)
Be Easy To Buy From
Always be ‘easy to do business with’ - online and offline!
Create 'Delighted' Customers!
Exceed your customers’ expectations
From 'Delighted' To 'Devoted'!
Deliver 'remarkable' customer experiences consistently
Deal With Disappointment!
Spot and deal with unhappy customers
Characteristic #4: Forget CRM – Think MCR! Maximise Customer Relationships!
Maximising Customer Relationships is all about ‘proactively developing relationships that give the best to and get the best from the customers that you want’. Engage with your customers, create ‘dialogue’ and pro-actively maximising opportunities with them.
Maximise relationships with the customers you want
Create 'Dialogue Not Diatribes'
Engage with customers in ways that work for them
Create high levels of repeat business and referrals
Proactively maximise referrals and recommendations
Characteristic #5: Build An UBER Culture!
‘Culture’ is 'the way we do things around here' and in 3D businesses it creates real competitive advantage. Ensure that: everyone Understands the culture you want, what’s expected of the them and consistently behaves in line with that culture; your systems and processes are Built to reinforce and support that culture; your people are Encouraged, Enabled and Empowered to live it; and you Reward and Recognise those that do.
Get Understanding of the ‘culture’ you want
Build Systems And Processes
Build systems and processes to reinforce that culture
Empower, Engage And Educate
Support and Empower your people to 'deliver'... consistently
Reward And Recognise
Reward and Recognise those who consistently live it
Characteristic #6: KeeP In Control!
Ensure that people who need it, get the information they need, when they need it, and in a format they understand, and it starts with you! Establish and use Key Performance Indicators to lead and drive your business. Establish a clear 'profit focus' and ensure everyone understands what profit is, where it comes from and how it can be improved.
Establish KPI's that help monitor and drive performance
Share meaningful information to maximise performance
Get everyone profit focused
Routes To Profit
Develop clear routes to maximise profitability
Characteristic #7: InnovatiON!
Recognise that Developing your Dramatic Difference is an ongoing process, and consistently build on what you’ve got. Know that ‘standing still’ actually means ‘going backwards’, so drive and develop your Dramatic Difference continuously. It’s all about Innovation, which is 'the successful exploitation of new ideas'.
Set targets for 'the successful exploitation of new ideas'
Systems And Processes
Create processes to generate and develop ideas
Get and keep innovation on the agenda!
Ensure you exploit the ideas created