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.
Sir Richard Branson Demonstrates His ‘Dramatic Difference’!
"Anyone can buy an airplane and we all buy planes from the same manufacturers, Boeing or Airbus, but there the difference stops. If you...
10 Ways To Avoid ‘Scriptease’ And Improve Your Customer Experiences!
68% of customers would rather be left alone when they walk into a shop rather than be asked 'Can I help?'. Apparently, they see...
I Like, I Wish, I Wonder – A Great Way To Make Innovation Work For You!
A key blockage to innovation in most businesss is that there's no 'process'. In fact, it is one of the 10 common barriers to...
Customer Delight! If It’s Good Enough For Jeff Bezos, It’s Good Enough For You!
Customer Delight is one of those things that many people are still a little bit cynical about! Maybe it's the jargon – I know...
Want To Get Ahead? Get Working ‘ON’ Your Business!
Do you get trapped in the 'day to day'? Do you get bogged down in the 'nitty gritty'? Is it stopping you moving forward?...
Innovation? We’re About Average! Actually, We’re Below Average!
Businesses in the UK are very average when it comes to innovation! That's according to a new survey of innovation around the world, The...
Choose ‘Em Or Lose ‘Em! A Marketing Lesson From Margaret Thatcher!
This is an interesting one for me! On the eve of her funeral I thought I'd share a lesson in marketing from Baroness Thatcher...
Customer Service Lessons Many Businesses Are Simply Not Learning!
1 in 5 consumers switched suppliers in 2012 and 85% of them said their loyalty could have been retained if the company had acted...
Customer Engagement Lessons From The Dark Side!
"Pink Floyd would like to invite you to take part in a global playback event, to celebrate the 40th anniversary of their seminal album,...
Employee Engagement: Create A Better ‘Offer’ Before They Get One!
Increasing expectations, greater choice and a stronger willingness to move on – sound familiar? Those are the challenges that many businesses say they face...
Making Information Work – A Picture’s Worth A Thousand Words!
Do you ever feel that in today's fast moving business world, you're constantly bombarded with information and sometimes it's difficult to take it all...
You Fill Up My Senses! Total Customer Delight As A Sheffield United Fan!
It is with great pride that I offer my football team Sheffield United as an excellent example of customer delight who have provided a...
An Advert You Can Eat – Now THAT’S Dramatically Different!
Here's a Dramatically and Demonstrably Different approach to advertising. An advert you can eat! It's been launched in Dubai to announce the new Fanta...
RAC – Rapidly Accelerate Customer Delight!
A key ingredient of a great customer experience is taking your customer's 'pain' away and 'being easy to do business with'. Well, the RAC have...
Proof’ That Culture Is A Key Factor For Business Success!
What impact does 'culture' have on business success? I believe it's significant and am often ranting about it at conferences and seminars Well it...
Keep Them Informed – A Lesson In Customer Service From Justin Bieber!
Justin Beiber's young fans learned about 'real life' last night as they were kept waiting for nearly 2 hours for him to come on...
Improve Your Customer Experience – Book Your Place In The Queue Virtually!
Ever been frustrated, bored, irritated queuing for a ride in a theme park? Has that been exasperated by even more frustrated, bored irritated (and...
10 ‘Dramatically Different’ Questions To Help Create Dialogue With Your Customers
Lots of businesses invest a lot of time, money and effort in getting customer feedback. I also think that lots of businesses waste lots...
Trouble Lodging A Complaint At Travelodge!
I stayed in London last week at The Travelodge in Covent Garden the night before speaking at an event – I'd been booked in...
Customers Prefer To Stick – Great Customer Service Helps Them Do It
Only 27% of UK customers would switch utilities, telephone or household services supplier if offered cash or other financial incentives. That's according to a...