Andy Hanselman

Joshie The Giraffe – A Remarkable Story About Customer Delight!

Ritz-Carlton Hotels are renowned for their brilliant customer service, and I often refer to them in my presentations on customer delight and the fact...

9 Year Old Customer Provides Great Food For Thought!

Wouldn't it be brilliant if one of your customers gave you feedback about your products and services everytime they bought it? Well, not necessarily...

Customers Who Smile Get Better Service!

Customers who smile get better service! Well, that's definitely the case if you go to a brand new vending machine that gives you a...

Customer Service Via Social Media – It’s The Future!!!! (Actually, It’s The ‘Now’!)

More and more businesses are using social media as a channel for their customer service processes, and it's growing! According to a new report...

3D Thinking: A Dramatically Different Pizza Delivery!

Here's a great way to create customer delight for pizza lovers – It's the latest 3D example in our search for 100 Examples Of 3D...

That’s ‘Remarkable’ – Proof That Word Of Mouth Works!

Word Of Mouth is still the most powerful form of marketing! That's the conclusion from this graphic below that I saw on the Social...

Employees Staying Back Extra Hours – Impressive? Oh, Behave!!!

Nearly 40% of workers have stayed back at the office to impress their boss! Over a quarter (26%) say they consistently work longer days...

Look Into My Eyes, My Eyes, Not Around The Eyes, Look Into My Eyes!

Although we're in the 'digital age', when it comes to customer service, many of us in business still want to deal 'face to face'...

CRM – Can’t Remember My name?

I got an email through today from a company promoting their CRM software solution. It extols the virtues of Customer Relationship Management and explains...

Proof’: Customer Delight Is The Key To Competitive Advantage!

Customer service has become an increasingly important factor in competitive differerentiation, and is set to continue to do so – that's according to new...

Making Innovation Work – The Civil Service Tell Us How!

Getting staff to generate ideas for improvement is a key characteristic of innovative businesses. The best ones have processes to do this and here's...

Do Some ‘Research In Motion’ and Dump Your Customers

Blackberry manufacturer Research In Motion has decided to leave its consumer markets and focus on commercial customers. This comes after reported losses of $125m...

Face Up To It! Customer Service Being Ignored On Facebook!

Customer service queries and comments on Facebook are being ignored by businesses! A new report by STELLAService, which rates the customer service of retail...

Customer Delight By Royal Appointment!! Lessons From Her Majesty!

Customer Delight is a real source of competitive advantage, but how to do it? Here's an example from a very 'traditional' source – none...

21 Million Customers Lost Due To Long Queues!!!!

Poor customer service due to long queues cause UK businesses to lose 21 million customers a year! That's according to a report from YouGov...

Improved Customer Service At Starbucks Or Just ‘Scriptease’?

In an attempt to improve customer service and 'personalise' the customer experience, Starbucks have introduced a system whereby their 'barristas' will call you by...

Customer Service Is Not Important! That’s Great News!

Only 29% of the UK's small businesses believe that customer service is a key differentiator in today's competitive marketplaces. That incedible news is from...

At Last – A Proper Use For Twitter: Tweet A Beer!

You can now buy your friends a beer via Twitter! A new 'app' being launched this week allows you to 'tweet' money to your...

Poor Customer Service in Banks? Don’t Bank On It!

Does your bank welcome your dog with a treat when you take it in your local branch? Do your kids get a warm welcome...

Empty High Streets? It’s Not The Recession, But Poor Customer Service!

It's not just the recession that's causing damage to the High Street – it's poor customer service! According to a new report, 90% of...

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