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.
Automated Customer Service Responses – How NOT To Do It!
Not receiving a reply to a customer complaint is irritating to say the least. Receiving an ‘automated response’ is just as annoying – you...
#SHAVEMESIR! A Dramatically And Demonstrably Different Way To Pay!
Fancy paying for your goods with ‘Tweets’? Well, that’s what you can do at London’s first social media barber’s pop-up shop! This collaboration between online retailer...
7 Ideas To Make ‘Thank You’ Work In Your Business
Do you want to improve productivity and loyalty in your business? Well, start saying ‘Thank You’! A new report from One4all Rewards says that business leaders who say...
Customer Loyalty Is In Decline! It’s Poor Customer Service – Deal With It!
Customers are getting less loyal! That’s the news from a new report from KANA Software which says that 30% of UK customers have become less...
50 Pence For Customer Service At EE – That’s An Expensive Experience!
Fancy jumping the customer service queue at EE? Well, you can – it will only cost you 50p! Yes, the UK’s biggest mobile telephone...
20 Questions To Get You ‘Thinking Strategically’ As A Leader!
Do you find yourself getting caught up in the ‘day to day’? Do you get dragged down too much into the detail? Do you...
Trouble Getting Heard And Seen By Your Customers? It’s Getting Noisier!
Want to get the attention of your customers and potential customers? Well, it’s getting a lot, lot noisier out there! A new report from Ofcom...
Your Customers And Your People – 7 Ways To Make A Connection!
Do all your people know what your business does? Do they know who your customers are, why they buy from you, and the impact...
Help Your Customers’ Problems Vanish – That’s Innovation in Action!
The ‘revolutionary’ vanishing white line used by referees in the Wold Cup in Brazil to keep players back 10 yards at a free kick...
Price Or Customer Service? What Do Your Customers Really Want?
Are your customers prepared to pay for better customer service? Or, do they just want the ‘best deal’ regardless? A challenge for many businesses...
Mind the Doors! An Innovative Way To Improve Customer Experience!
Ever stood on a train station platform in anticipation of wondering, as the train comes in, where the spare seats are – or if there are...
You As A Leader – Are You ‘Modern’ Or ‘Old Fashioned’?
3.7 million workers in the UK cannot not find one nice thing to say about their boss! A new survey from Investors In People...
Pizzas On The Runway – Now, THAT’S Customer Delight!
Here’s a great example of customer delight! It comes from the pilot of a Frontiers Airlines plane that was delayed and stranded on the...
An Outstanding Customer Experience At The Old Silent Inn – Spooky!
I had a wonderful customer experience yesterday at a great pub called The Old Silent Inn at Stanbury near Haworth, deep in the heart of Bronte country! We...
Customer Delight From A Harley Davidson Dealership!
Here’s a great story about customer delight that’s well worth sharing. In fact, that’s what lots of people have actually done, which, in itself, highlights...
Customer Complaint Or Query? Move Quickly Before Your Customers Do!
Responding quickly to a customer service complaint or enquiry has always been a key ingredient of a great customer experience. There’s news now that ‘quickly’...
Using ‘Fart Power’ To Educate Your Kids About Nutrition – That’s 3D!
Do you sometimes struggle to get your kids to eat their greens? Can’t get them to consume the things like vegetables that are good for...
Jacob At East Mids Airport Flies High With Outstanding Customer Service!
The customer experience you get and the way front line staff react to a customer problem can be a great indicator of the culture...
How Well Do You Know Your Customers? I Mean Really Know Them!
Take two customers: Customer 1: Male; Born 1948: Grew up in England; Second Marriage: 2 Children: Successful; Wealthy: Enjoys skiing in the Alps in Winter; Likes...
12 Simple Actions To Seriously Improve Your Customer Experience!
Remarkable customer experiences are a key differentiator in 3D businesses. They strive to ‘exceed’ customer expectations – that’s customer delight, and they look to do...