Andy Hanselman
Andy Hanselman
Hi there! I help businesses and their people create competitive advantage by 'Thinking in 3D'! That means being 'Dramatically and Demonstrably Different'! I research, speak about, write about and work with businesses to help them maximise their sales and marketing, their customer service and their customer relationships.
Lloyds: Don’t Be Boring – Think in 3D And Improve Your Customer Service!
Customer service isn't getting any better in the UK's banks. All the UK's major high-street banks scored below average in the latest Which?...
Paralympics London 2012: From Customer Delight To Customer Devotion!
So the Paralympics 2012 are finally over and what a truly 'remarkable' experience it has been! The result? Lots and lots of 'Delighted' and 'Devoted'...
NPS – Not A Proper Score!
Net Promoter Score is a great way of measuring and improving customer loyalty, and something that I believe that any businesse serious about their...
7 Lessons For Leaders From The London 2012 Olympics!
The London Olympics are creating lots of excitement, passion, tension, frustrations, glory and success (especially for Team GB!), but what does it all mean...
MiiScan: Being Easy To Buy From Just Got Even Easier!
Creating great customer experiences starts with 'being easy to buy from' and a new 'app' called MiiScan appears to make it even easier to...
Want To Create Delighted And Devoted Customers? ‘Trust’ Their Opinion!
Customer delight is all about exceeding customer expectations. By definition then, a start has to be understanding what those expectations actually are in the...
Angry Customers? Tell Them To Go ‘Schimpf – Los’!!!
If you've got angry customers you can now refer them to a great new service – as along as they can speak German! Or,...
Are Your Employees ‘Bovvered’? No? That’s Your Fault As A Leader!
Only 36% of workers trust their senior leaders and more than 50% display signs of having adopted a 'not bothered' attitude to their work. Those...
Customer Delight Courtesy Of David Beckham!
A key ingredient of customer delight is 'spontaneity' and often that 'spontaneity' can be plannned. A great example of a business creating delighted customers...
The Customer’s Always Right? No, The ‘Right’ Customer’s Always Right!
We're often told that the customer is always right. I prefer to think that 'the right customer is always right'. Here's an example of a...
Ostrich, Magpie, Lion – What Sort Of Social Media Animal Are You?
There's a fantastic new report out that highlights different businesses approach to social media. Although Aberfield Communications great insight into how businesses are maximising...
Leadership And Culture – Lessons from ‘Le Gentleman’ Bradley Wiggins
Bradley Wiggins actions at yesterday's Tour De France were an example of great leadership and say a lot about the 'culture' of the sport...
Customer Disappointment To Customer Delight – Lessons From O2
After a bad customer experience, how you deal with disappointed customers says a lot about your business.I highlighted recently that RBS NatWest seemed to...
Remove Your Blind Spots As A Leader
43% of UK managers believe that their line manager is ineffective! That's according to a new report from The Department Of Business, Innovation and...
The iPlace is THE Place!
How do you get your restaurant to 'stand out in the Masaxlokk area of Malta that has more than 40 restaurants all selling locally...
Square Up And Be Easy To Buy From!
Being 'easy to buy from' has always been a key ingredient of delivering remarkable customer experiences. In fact it's an integral element of ...
Cultivate The Culture You Want – Establish Some ‘Rules’!
There's a lot of talk about 'culture' in business at the moment – and it's nearly all very negative! Lots of people have expressed...
Create Customer Delight With An Online Response – But Be Quick!
If customers 'tweet' about your business they expect a response! And guess what, they're not getting one! The result is Customer 'Disappointment'! A new report...
5 Lessons From The RBS NatWest Bank ‘Problem’
First things first. This is NOT a rant against RBS NatWest Bank – It is just a few observations about their 'problem' and what...
What’s Wrong With Our Business? Dare You Ask?
What questions do you ask to recruit the right people who want to work for you? I was working with a group of successful...