Andy Hanselman

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 such as banking where the emphasis is on 'relationships'! Aspect's research found that the standard of customer service is the highest...

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 that all their staff have the authority to spend up to $2,000 to resolve a customer's problem without having to...

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 if it was posted on a website that has gone viral! 9 year old Martha Payne's blog about her school meals...

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 free ice cream when you smile at it! This innovative use of facial recognition technology from customer experience company...

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 from Sword Ciboodle, a customer service provider, and thinkJar, a customer service consulting firm, 75% of the businesses that took...

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 Fresh website. It highlights that 92% of customers trust recommendations from people they know and 70% trust consumer opinions posted...

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 Thinking and combines solving a common customer 'problem' with the use of technology to become 'easy to buy from'! The result? It's...

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 than are actually needed to do their job effectively. That's according to a new report by officebroker.com. In other words, lots...

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' with others, particularly in the financial services sector! According to a new report from Bibby Financial Services, 76% of business...

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 that CRM is……. a business philosophy involving identifying, understanding and better providing for your customers, while building a relationship with...

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 research by Sage UK. 53% of businesses have stated that customer service has become more important over the past 12 months...

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 an example from an organisation not probably noted for its innovativeness – the Civil Service! 'Tell Us How' is a process...

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 (£79m) over the last three months, with total revenue down by 25% on last year. It's an issue many businesses have...

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 websites highlights how they recently posted general service questions on 20 top retailers' Facebook pages to test how they conduct...

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 other than Her Majesty The Queen! She 'delighted' two of her 'customers' (ok, 'subjects') last week by surprising them at...

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 that suggests 59% of shoppers are not prepared to wait in a queue! With 18% saying that they would go to...

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 your name. Rather than shout out 'Caramel Machiatte!' and see 4 people stand up to get their coffee, they are...

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 a new report from Epson Business Council that highlights we lag way behind our European counterparts on this. It suggests...

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 friends so they can get a beer on you! It's called Tweet a Beer and the 'app' combines an ecommerce platform...

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 and a lollipop when they go in? What do you mean, you never take them in (the kids or the...

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