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.
143% Increase In Online Customer Service Responses! You Listening?
Businesses are getting better at responding to online customer service enquiries and queries! That's according to the latest research by Socialbakers. They report that...
Your Culture? It’s What Your People Do When You’re Not Looking!
Culture is often seen as the softest side of business management - it's perceived by some as being all 'touchy feely'. The reality is...
Tim’s Place: Breakfast, Lunch And Hugs – Now THAT’s 3D!
A warm friendly, personalised welcome can be a great way of creating customer delight. Done properly means it can be a key source of...
Dog TV – Now That’s Doggone Dramatically and Demonstrably Different!
The rise of the internet and today's interconnected world means that many successful businesses focus on niche customer groups and specific types of customers...
Virgin Atlantic’s Dramatically And Demonstrably Different Park Bench!
Imagine sitting on a park bench minding your own business when suddenly you're offered a glass of champagne, then a light lunch… and then...
I Want To Be Alone! Thinking Strategically Like LinkedIn’s Jeff Weiner
Do you find yourself getting caught in the 'day to day'? Do you sometimes find you're always on the back foot and being too...
Why Should Customers Choose You? Don’t Just Tell Them Pike – Demonstrate It To Them!!!
Driving in to work today, I was scanning through the radio stations on my DAB radio and came across Dad's Army on Radio 4Extra!...
Customer Delight From Bruce Springsteen! It’s The Ties That Bind!
Creating a spontaneous and personalised customer experience is a key ingredient of customer delight – it's something I regularly encourage bosses to do in...
Want Increaed Customer Loyalty? It’s All In The Smile!
59% of UK consumers say that a smile with a warm greeting is the most common reason why they feel loyal to a small...
An End To Poor Robotic Customer Service
Ever had poor 'robotic' customer service? You know when the waiter or waitress doesn't really care, takes their time and shows real indifference as...
Social Media At Work – Skiving Or Thriving?
Do you let your people access social networks during working hours? Think that's skiving? Think they're wasting time? Well, you could be wrong! A...
Proof That Your Loyal Customers Forgive, Rebuy And Recommend!
Creating customer loyalty is a challenge for many businesses and Net Promoter Score is a great way of measuring and improving customer loyalty. It's...
Amy’s Ice Creams Customer Experience – Now That’s Cool!
Creating 'remarkable' customer experiences can be a key ingredient of competitive advantage! By personalising the customer experience, making customers feel valued, and 'delighting' them...
Innovation? We’re Lagging Behind!
There's more evidence that UK businesses are lagging behind when it comes to innovation. Apparently we've dropped even further behind our international competitors and...
5 Customer Experience Lessons From York’s Buskers!
I was in York on Sunday and was lucky enough to come across Buskival – a festival of busking around the City. As well...
Disruptive Innovation Is Not A Tactic. It’s A Mindset!
"Disruptive innovation is not a tactic. It's a mindset" That's a great quote from Richard Branson at the beginning of a video that celebrates...
Don’t Just Think ‘Word Of Mouth’, Think ‘Word Of Mouse’!
Want evidence that social media is becoming more and more of an influence on customer buying decisions? Well, how about this? 46% of consumers...
Pleasepress1.com! The Answer To All Your Call Centre Frustrations!
For customer service, press 1….. for sales, press 2….. for queries about your invoice, press 3…… to wait endlessly and hear inane drivel on...
Hubspot: ‘Compromising On Culture Is Mortgaging The Future’!
"You're going to have a culture anyway. You can and should influence it – so why not build the one you love?" Those are...
Making The Customer Experience Work Through ‘Mass Personalisation’!
Giving customers what they want, when they want it, and how they want it is a fundamental principle of great customer service. Finding ways of...