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.
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...
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...