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.
Building Trust In Your Business – The Role Of The Leader
‘Trust’ is one of those things that most people recognise is a key characteristic of effective leaders. I think it’s more than that, it’s...
Have You ‘Got That Vision Thing’ As A Business Leader?
Where will your business be in 5 years time? What will you be doing (differently)? What won’t you be doing? What will be happening that...
Customer Service Is The Biggest Factor For Bad Trip Advisor Reviews!
Customer service is the biggest factor behind negative reviews on Trip Advisor! That’s according to a survey of Daily Telegraph readers. Service was placed...
KFC’S ‘Have Your Cup And Eat It’ – An Innovative Approach
Next time you get your coffee from KFC you’ll be able to eat the cup too! KFC are launching their new coffee in a...
Can I Have Your Attention Please? Customers Say ‘Be Quick’!
30 seconds or less – that’s how long you’ve got to get your customers attention! A new report conducted by YouGov has discovered that UK...
“Hello, My Name Is…” A Simple Thing For Great Customer Experiences
02Feb “Hello, My Name Is…” A Simple Thing For Great Customer Experiences Creating remarkable customer experiences should be the goal of all forward thinking businesses...
Customer Delight, Disappointment And Devotion Explained By A Hotel Concierge And Nicolas Cage!
When a hotel guest staying at the Hotel Indigo in San Antonio got a text from the concierge telling her that if she needed anything, all...
Customer Service Levels Are At A 5 Year Low!
Customer satisfaction in the UK is at its lowest since 2010 and businesses are failing to keep up with ever rising customer expectations. That’s...
Robotic Customer Service – It’s The Future!
Robotic Customer Service In Action! ‘Robotic’ customer service is often seen as a negative thing, but according to scientists in China, it’s the future! When...
“It’s My Round!” – Amazing Customer Delight From Air Canada!
The Maple Leaf pub in Covent Garden is a ‘little piece of Canada in the heart of London’ and a favourite hangout for lots...
Tesco – From Disappointment To Customer Delight! That’s Poetry
Dealing effectively with Customer Disappointment is something that customer focused businesses do well. The best ones go even further, and they exceed expectations and create customer delight! Here’s a brilliant example...
Poor Customer Service Response From A Hotel ‘Run By Muppets’!
What do you do if your customers don’t like your business and complain? Do you listen, respond, apologise, sort the problem? Or do you...
Some Customer Experience Statistics Worth Knowing…
Here are some interesting statistics from Sage UK that highlight the benefit of great customer experiences…. No explanation needed really, but what are you...
Customer Delight In A Hospital – From The Horse’s Mouth!
Here’s a wonderful story of customer delight and it comes from an NHS hospital! As terminally ill patient, 77 year old Sheila Marsh, lay in bed...
Shop, Eat And Learn – That’s The Eataly Dramatic Difference!
Eataly is a Dramatically and Demonstrably Different group of shops and restaurants set up by Oscar Farinetti in Turin, Italy back in 2007. Today,...
Two Great Customer Experiences! Thanks Kay And Jesko!
I was speaking at a conference in Hamburg last week and we stayed at the Radisson Blu Hotel which was all very pleasant. Because...
Northern Trains Apologise For Customer Delight!
We caught the train for a night out in Sheffield on Saturday night from our local station. We took our seats and waited patiently for...
Customer Delight At School – Well Done Mr. Taylor!
I had a very pleasant evening staying with friends in Cheltenham last night and part of that pleasure was hearing all about my Godson...
We Had Extremely Poor Customer Service – Here’s a $100 Tip!
Ever been so upset by poor customer service in a restaurant that you haven’t left a tip? We’ve all been there – slow service,...
Mopp: A 3D Business That Are ‘Cleaning Up’!
Mopp is a growing business that’s taking a Dramatically and Demonstrably Different approach – they’re ‘making cleaning cool’! Set up by Pete Dowds and Tom...