Andy Hanselman

Resolve Your Customer Problems, And Demonstrate Your Doing It!

Lots of businesses boast excellent customer service as a key ingredient of their 'Dramatic Difference' - When it works, can be a real diferentiator that creates significant competitive advantage. But how do they 'Demonstrate' that excellent customer service to new and potential customers who...

Lower Customer Expectations, Then Delight Them – That’s 3D Thinking!

3D Businesses delight their customers! They do it by exceeding customer expectations. It's an ingredient of 3D Characteristic #3 Create Delighted and Devoted Customers. Lowering your customer expectations to such levels to make it easy to do that is the strategy of the Hans Brinker...

Networking Is Definitely Not ‘Not Working’! It’s Worth

In this ever more fast moving, interconnected 'social' world, face to face networking is still seen as a critical marketing tool to UK businesses. So much so, that it generates an estimated £9.45 Billion of business for the country's small and medium sized businesses!!! That's...

Ushuaia Beach Hotel Creates Customer Delight At The Touch Of A Button!

3D Businesses are easy to buy from! It's an ingredient of 3D Characteristic #3 Create Delighted and Devoted Customers, and the Ushuaia Beach Hotel in Ibiza is leading the way in doing that by using technology to create a Dramatic Difference that certainly raises...

Customer Service Via Social Media? Channel Your Energies Effectively!

49% of customers wanting help from a company's customer service team contact them by email and 43% picked up the phone! That's according to a new report commissioned by Rakuten's Play.com, That might not be particularly revalatory, but what is, is the differences of approach...

Ella’s Kitchen – Creating ‘Dialogue, Not Diatribes’ With Their Customers!

In days gone by, when it came to marketing, those who shouted loudest got noticed! Huge, 'loud' adverts saying 'look at us – we're great', whether they were on TV, radio, posters, newspapers or magazines were the way to get through to prospective...

Are You ‘Tricking’ Or ‘Treating’ Your Customers? Some Scary Customer Service Statistics For This...

70% of shoppers have stopped buying goods or services from a company after experiencing poor customer service! How 'shocking' is that? It's just one 'scary' statistic on this Halloween from a new report produced by Oracle. Their 2012 CX Index Report 'Why Customer Satisfaction is...

Forget 3D Thinking – Get 3D Drinking With iPourIt!

Fancy pouring your own beer when you want (how often you want!) next time you're in the pub? Well, now you can! iPourIt is a Dramatically and Demonstrably Different way of being served in a bar or pub. Basically, you pour it yourself and your...

It’s Tough In The Middle! That’s Where Workplace Stress Is!

91% of UK workers surveyed feel that the vast majority of stress is falling on middle management! A new report suggests that it's the UK's middle managers that are the most stressed in today's businesses and it's trickling down to junior staff too! Almost half…

Create Delighted And Devoted Customers By Being Servile! I Told You So!

The guys at Trendwatching have produced another excellent new report today which is well worth a read. It suggests that in this world of customers who are more demanding, time-starved, informed and choice-saturated than ever before. winning businesses are the ones who are differentiating themselves...

How To Get 81% More Customer Service Complaints!!!

You don't get many customer complaints do you? Everything must be ok mustn't it? Well, don't bank on that!. According to a report by Rapide, 91% of customers don't always complain when they receive poor customer service with over 40% of them thinking it is...

Steve Jobs RIP: Results In Perpertuity?

It's been a year since we sadly lost Steve Jobs, but his mark on the world has continued with the successful growth and development of Apple. There's been lots and lots written about him – notably the brilliant biography by Walter Isaacson which is well, well...

Co-Operate For Customer Delight! You Can ‘Bank’ On It!

The Co-Op Bank is to reward its staff for 'delighting' their customers through excellent customer service, not for selling products! In an announcement earlier this week, Barry Tootell, the bank's chief executive, said 'Many people are crying out for a high street bank they can...

The Customer Isn’t Always Right – Especially ‘Greedy’ Ones!

A mongolian 'eat all you can' restaurant in Brighton has banned two customers… because they ate too much! Apparently, the customers have visited the Gobi restaurant twice a month for two years to take advantage of the £12 deal and the management said that they...

Excellent Customer Service Is A Key To Retention!

Keeping hold of customers is a key driver in 3D businesses - they work hard at delivering excellent customer experiences that get customers coming back (and hopefully telling other people!) In National Customer Service Week, a timely new report highlights that excellent customer service is...

National Customer Service Weeks Please, Not Just ‘Week’!

It's National Customer Service Week this week! This is a great initiative promoted by the Institute Of Customer Service to raise the awareness of the need for, and the benefits of great customer service. I think EVERY week should be National Customer Service Week, and...

Enter The Dragon For Customer Delight!

When Shane Bennett asked for a free Galaxy S3 Smartphone from Samsung Canada on their Facebook page, he didn't really expect to get one, but he gave it a go anyway. To 'incentivise' them, he also sent a picture of a dragon! "Hello, I...

They’ve Opened Up A Tweet Shop! Now THAT’s 3D!

The world's first high street 'Tweet' Shop has opened in London! Customers who go into the shop don't spend any money – they simply 'Tweet' about it and they get their goods! OK, it's a 'promotion' by Special K who are launching their new savoury…

Your Brand – Some Lessons From Apple And Waitrose

Apple has been named as the UK's 'coolest' brand! Just under 3,000 British consumers and a panel of 39 "key influencers" – including chart acts Rizzle Kicks and Plan B – ranked a shortlist of 1,200 brands from more than 10,000 initially considered. The panel…

Want To Think in 3D? Start With The ‘Why’!

Why are you in business? Why should I work for you? Why should I buy from you? These are all questions that 3D businesses have thought about, can answer….. and crucially, can Demonstrate that answer! How do they actually do this? Well, there are certainly...

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