Andy Hanselman

Lloyds: Don’t Be Boring – Think in 3D And Improve Your Customer Service!

Customer service isn't getting any better in the UK's banks. All the UK's major high-street banks scored below average in the latest Which? customer service ratings and many scored very similarly to their competitors – in other words they are all seen...

Paralympics London 2012: From Customer Delight To Customer Devotion!

So the Paralympics 2012 are finally over and what a truly 'remarkable' experience it has been! The result? Lots and lots of 'Delighted' and 'Devoted' customers with changed perceptions just like me. From the amazing opening ceremony through the outstanding performances of a vast array…

NPS – Not A Proper Score!

Net Promoter Score is a great way of measuring and improving customer loyalty, and something that I believe that any businesse serious about their customers should use! Only, however if they use it properly! For those that don't know about it (check out the details...

7 Lessons For Leaders From The London 2012 Olympics!

The London Olympics are creating lots of excitement, passion, tension, frustrations, glory and success (especially for Team GB!), but what does it all mean for today's business leaders? Is there anything they can learn? We believe there are lots of similarities between London 2012 and...

MiiScan: Being Easy To Buy From Just Got Even Easier!

Creating great customer experiences starts with 'being easy to buy from' and a new 'app' called MiiScan appears to make it even easier to do that! MiiScan is a revolutionary new 'app' that allows you to scan a barcode or QR code with your phone...

Want To Create Delighted And Devoted Customers? ‘Trust’ Their Opinion!

Customer delight is all about exceeding customer expectations. By definition then, a start has to be understanding what those expectations actually are in the first place and how you measure up against them. To help them do this, one of the things that we encourage...

Angry Customers? Tell Them To Go ‘Schimpf – Los’!!!

If you've got angry customers you can now refer them to a great new service – as along as they can speak German! Or, to be more precise, as along as they can SWEAR in German! 2 German entrepreneurs have come up with a new...

Are Your Employees ‘Bovvered’? No? That’s Your Fault As A Leader!

Only 36% of workers trust their senior leaders and more than 50% display signs of having adopted a 'not bothered' attitude to their work. Those are the scary findings of a new report by the CIPD of 2,000 employees that investigates levels of engagement in...

Customer Delight Courtesy Of David Beckham!

A key ingredient of customer delight is 'spontaneity' and often that 'spontaneity' can be plannned. A great example of a business creating delighted customers through 'planned spontaneity' is Adidas, who provided some of their customers with a very special 'surprise' when they were invited...

The Customer’s Always Right? No, The ‘Right’ Customer’s Always Right!

We're often told that the customer is always right. I prefer to think that 'the right customer is always right'. Here's an example of a business that seems to be living this mantra. Staniforth's Bakers in Hoyland, near Barnsley, have put up a sign that...

Ostrich, Magpie, Lion – What Sort Of Social Media Animal Are You?

There's a fantastic new report out that highlights different businesses approach to social media. Although Aberfield Communications great insight into how businesses are maximising social media (or aren't!) focuses on the 150 largest businesses here in Yorkshire, there are real lessons to be learned...

Leadership And Culture – Lessons from ‘Le Gentleman’ Bradley Wiggins

Bradley Wiggins actions at yesterday's Tour De France were an example of great leadership and say a lot about the 'culture' of the sport of cycling. When tacks were thrown on the road and a number of cyclists, including some key race leaders, got...

Customer Disappointment To Customer Delight – Lessons From O2

After a bad customer experience, how you deal with disappointed customers says a lot about your business.I highlighted recently that RBS NatWest seemed to be struggling to do this appropriately after their 'technical problems' a couple of weeks ago. A key issue being the...

Remove Your Blind Spots As A Leader

43% of UK managers believe that their line manager is ineffective! That's according to a new report from The Department Of Business, Innovation and Skills and it's holding the UK economy back – we're way behind our overseas competitors apparently! What's interesting is that UK...

The iPlace is THE Place!

How do you get your restaurant to 'stand out in the Masaxlokk area of Malta that has more than 40 restaurants all selling locally caught fish? Well a good start is don't sell fish! That's just one of the 'Dramatic Differences' of the iPlace, a…

Square Up And Be Easy To Buy From!

Being 'easy to buy from' has always been a key ingredient of delivering remarkable customer experiences. In fact it's an integral element of 3D Charactersitic #3 Create Delighted and Devoted Customers and in today's 'want it quick, want it now' economy, it's becoming...

Cultivate The Culture You Want – Establish Some ‘Rules’!

There's a lot of talk about 'culture' in business at the moment – and it's nearly all very negative! Lots of people have expressed their concern and disgust of the 'culture' that has been created in Barclays Bank and the banking industry as a...

Create Customer Delight With An Online Response – But Be Quick!

If customers 'tweet' about your business they expect a response! And guess what, they're not getting one! The result is Customer 'Disappointment'! A new report highlights the increasing expectations of customers who make a comment about a business on social media and it's a great...

5 Lessons From The RBS NatWest Bank ‘Problem’

First things first. This is NOT a rant against RBS NatWest Bank – It is just a few observations about their 'problem' and what the implications may be for them and for others in business! Let's be honest, things go wrong in business and we...

What’s Wrong With Our Business? Dare You Ask?

What questions do you ask to recruit the right people who want to work for you? I was working with a group of successful entrepreneurs and business leaders last week and we got discussing the problems of finding the best people. The consensus was...

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