Andy Hanselman

Empowering For Customer Delight! How They Do It At Pret A Manger

How ’empowered’ are your people? Do they really contribute to your  customers’ experience? Are they encouraged to ‘delight’ your customers? Are they allowed to? Here’s a nice example from Pret A Manger that highlights how they ensure that their people reinforce their ‘Dramatic Difference‘. Rather...

Cost Effective Employee Engagement – 3 Great Examples

Employee engagement is one of those things that lots of business leaders talk about, but don’t seem to deliver. The research consistently shows that it doesn’t happen in lots of businesses! For example, a recent report suggests that only 36% of UK employees are...

Do Not Pay.Co.UK – A 3D Solution To Appealing Your Parking Ticket!

Ever had a questionable car parking ticket that you didn’t fight because of the hassle? Well, your problems are now over at the touch of a button! A teenager has created a Dramatically and Demonstrably Different way for motorists to fight parking tickets in...

Culture Change – 5 Questions To Help You Do It Right!

21Sep Culture Change – 5 Questions To Help You Do It Right! 96% of people think that culture change is needed in their organisation – that’s according to a study by consultants Booz & Co.  The “Culture’s Role in Enabling Organizational Change” reveals that: 84% believe that…

Want To Create Customer Delight? Heston Reads Your Mind!

Customer Delight is all about surprising customers with the level of service you provide – positively of course! It’s about exceeding their expectations, and  that means different things for different customers. Scarily, in some sectors, doing things on time, on budget and with a...

10 Lessons In leadership From Jessica Ennis-Hill!

Sheffield’s World Champion Jessica Ennis-Hill is a true inspiration, not only for aspiring athletes, but I think for business leaders. She’s a great example of 3D Characteristic #1: ‘Get That Vision Thing’.  Jessica set herself a clear picture of where she wanted to be...

How Was Our Customer Service? Estate Agents Say Pay Us What You Think!

Imagine paying for products and services based on the customer experience you received! Well, that’s a ‘Dramatically and Demonstrably Different‘ approach being taken by Yorkshire based estate agents, Linley & Simpson. They are “putting their money where their mouth is” by offering customers the chance...

Easy Does It For Better Customer Experiences

Being ‘easy to buy from and deal with’ is an integral part of delivering an outstanding customer experience, and with ever increasing customer expectations, the best businesses are always looking for ways to make it easier for their customers. Here are 3 examples of...

Are You And Your Business ‘Thinking in 3D’?

Businesses today face 'challenging' times! Ever rising customer and employee expectations, increasing and intensifying competition (coming from further afield), greater transparency, reduction in trust and customer loyalty, rapidly shifting technology, the increasing pace and dramatic effects of change, and squeezes on resources and margins...

Customer Service? Business Leaders Just Aren’t Listening!

Most company directors and board members don’t have a clear understanding of what their customers want, and often ignore the views of those that do – their front line people! That’s according to a new report from The Institute Of Customer Service. The Leading...

The Sofra Restaurant In Mayfair – A Great Sign Of 3D!

We’re down in London for business tomorrow and we were wandering around the bars and restaurants in Mayfair today looking for something to eat (as you do!). Many were very quiet with not many customers in, but we came across the Sofra Restaurant, a...

Employee Engagement – How Does Your Business Measure Up?

Only a third of British workers are ‘highly engaged’ at work. That’s according to a new survey that explores engagement levels and the impact this has on business performance. The “Employee engagement: how British business measures up” report from Red Letter Days includes responses from...

Hobbes The Tiger – A Great Example Of Customer Delight!

Responding to customer problems is always a good sign of a truly customer focused business, and here’s a great example of a business that did just that and really created customer delight! When 6-year-old Owen Lake lost his little stuffed tiger, Hobbes, at Tampa International...

Southwest Airlines Delivers Customer Delight (Again!)

Peggy Uhle was on a Southwest  Airlines flight from Chicago to Columbus taxiing on the runway waiting to take off when the plane suddenly turned back to the gate and a flight attendant asked her to get off. She was directed to customer services and...

Forget CRM, Think MCR! 10 ideas To Maximise Your Customer Relationships

How good are you at  maximising your customer relationships? I don’t mean are you ‘nice’ to them or do you get on well, but do you proactively ‘Give the best to, and get the best from, the customers that you want’? Our research shows...

3…2…1… Your Customers Are Gone!!!

28May 3…2…1… Your Customers Are Gone!!! Customer expectations are getting higher… particularly online! A new report from Internet Intelligence business, Dyn highlights that 65% of  consumers are not willing to wait more than three seconds for a website to load and of those, half expect websites...

The 8 Characteristics Of 3D Entrepreneurial Leaders!

It was great to meet so many enthusiastic young leaders at the NACUE Leadership Summit yesterday in London – and thanks very much for your warm welcome and contributions to my sessions. As promised, here are the slides from my workshops – feel free...

Culture And Employee Engagement – HR Leaders Say It’s Priority Number 1!

Culture and employee engagement is the number one issue for the world’s business and HR leaders! That’s according to the latest Deloitte 2015 Global Capital Human Trends Report. The research, which involved more than 3300 business and HR leaders from over 100 countries, identifies 10 key trends and the...

A Wonderful Example Of Customer Delight From LOT Polish Airlines

‘Planned Spontaneity’ is a great way of creating customer delight – it’s one of the six ingredients I talk about at conferences and seminars when it comes to creating remarkable customer service experiences. By planning something that wows your customer somewhere along the customer...

Amazon Dash – Shopping At The Click Of A Button!

It was released on April 1st, and it did look suspiciously like a joke, but Amazon’s latest innovation Amazon Dash certainly brings a new dimension to ‘being easy to buy from’ which is a key ingredient of 3D Characteristic #3 Create Delighted And Devoted...

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