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.
Customer Service Complaints? Banks And Insurers Are Record Breakers!
Banks and insurance companies are breaking records for providing the worst customer service! The Financial Ombudsman Service have just announced that they received 2.3 million...
Open Your Eyes (And Ears) To Innovation!
UK businesses are lacking an innovative focus, and it’s all down to the complacency of the leadership! That’s according to a new report by...
Premier Inn, The Dorchester And The Power Of ‘Word Of Mouth’!
Two stories this week from the world of hotels and how they have been impacted on by politics and the power of social media...
Creating Customer Delight? A Great Example From Southwest Airlines!
Delivering remarkable customer experiences is a fundamental characteristic of successful businesses. How do they do it? Well a key factor is certainly centred around engaging, empowering and enabling their front...
Poor Customer Service? UK Customers Quit Quicker, US Customers Shout More!
UK customers are more likely to quit a supplier because of poor customer service than Americans, but the Americans are more likely to tell others...
Quelle Surprise! Customer Delight In Chamonix!
Just back from a wonderful week’s snowboarding in Chamonix, France and I came back a ‘delighted customer’!!! Yes, we had snow, yes we had...
Disengaged Employees? What Do You Reward And Recognise?
Almost a third of employees in UK small and medium sized businesses admit to holding back because they feel their bosses don’t value extra effort! According...
Get Your Brand And Marketing Messages Right – Your Signs Say A Lot!
It never fails to amaze me how many businesses think that their brand is simply their logo, their signage and their marketing materials. They...
Are Your Customers Disinterested, Detached, Dormant Or Delighted?
The fight for customers is a tough one! Overcrowded markets, greater transparency, ever increasing customer expectations, reduced loyalty and greater promiscuity means it’s getting...
Want To Improve Your Leadership Effectiveness? Think Strategically!
Working ‘ON’ your business rather than IN it has been shown to be one of the most impactive things leaders can do! According to the Harvard...
Online Reviews – How They Influence Your Customers And What You Should Do!
How influenced are you by online reviews? More importantly, how influenced are your customers? It might be stronger than you think! A new report by...
Improve Your Leadership Effectiveness – Create A DIY MBA!
How much time out do you consciously take to learn, develop and improve yourself as a leader? I’ve just been to an event where...
Spotting Customer Problems Creates 3D Opportunities!
Here’s a great story of a 3D business – leat Foods has been set up by Shazia Saleem and it celebrates two key parts of...
Bowled Over! A ‘Super’ Example Of Customer Delight!
Responding to customer requests can be a great way of creating customer delight. Doing it speedily and personally can be even better! Here’s a great...
The Wolf Of Wall Street – Some Scary Lessons In Leadership!
Leonardo DiCaprio’s Oscar nominated role playing of the real – time Wolf Of Wall Street, Jordan Belfort is an amazing example of business leadership. OK, it’s not...
Customer Service And The Bottom Line – Businesses Fail To Connect!
82% of European companies believe that customer service is ‘very’ or ‘moderately’ important to their financial performance. According to a new report by BDO...
Sainsbury’s Delightful Customer Dialogue – That Sounds Fishy!
Creating ‘dialogue’ with customers is something that 3D businesses do! They engage with them in the way that their customers want. Here’s a great...
It’s The iPhone’s 7th Birthday – Many ‘Appy Returns!
The iPhone has just celebrated its 7th birthday! Yes, it was on January 9th 2007 that Steve Jobs first presented it for the world...
Charity: Water – A Totally 100% 3D Approach To Fundraising!
Crowded markets, increasing and intensifying competition, reduction in trust and customer loyalty, squeezes on budgets and resources - The world of charity is...
KeyMe — A 3D Approach That’s Key To Success!
Have you ever lost your house keys, struggled to find the right key for your bike lock or been stuck outside your office? Well,...