Andy Hanselman

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...

Customer Delight? Put Your Shirt On It! Or Rather, Put It On The Shirt!

Spanish football club Parma have found a great way of engaging with and 'delighting' their customers! They've embroided every season ticket holder's name into...

9 Year Old ‘Customer’ Banned From Voicing Her Opinion!

When 9 year old Martha Payne started blogging about her school meals, rating them each day for quality and healthiness, a month ago, she...

Customers Are Driving Change – Are You Keeping Up?

Over 65% of UK bosses believe that businesses can't keep up with the pace of change in today's competitive markets and 57% agree that...

Want Customer Loyalty? It’s The Experience, Not Price!

A great customer experience beats price when it comes to loyalty! That's according to new research from Aspect. Apparently, it's particularly evident in areas...

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