Poor Customer Service Response From A Hotel ‘Run By Muppets’!

Posted in: #3 Create 'Devoted' Customers, General

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 fine them? A hotel in Blackpool has apparently fined a couple £100 who gave them a bad review on Trip Advisor! Tony and Jan Jenkinson posted their review after a one-night...

Read more

Andy’s 3D Thoughts 17th November

Posted in: General

It’s 3D Thoughts time, and as ever, here are 3 iDeas in around 3 minutes to help you improve your business competitiveness. This week’s iDeas include news that Facebook is coming to an office near you, disengaged employees are costing the UK £15 Billion and ideas to create customer insight. As ever, there’s no need to...

Read more

Andy’s 3D Thoughts 10th November

Posted in: #2 Establish A Dramatic Difference, #3 Create 'Devoted' Customers, General

It’s 3D Thoughts time, and as ever, here are 3 iDeas in around 3 minutes to help you improve your business competitiveness. This week’s iDeas include a great example of 3D thinking from Eataly Restaurants, the profit benefits of great customer service and a very touching example of customer delight from a hospital! As ever, there’s no need...

Read more

Some Customer Experience Statistics Worth Knowing…

Posted in: #3 Create 'Devoted' Customers
Sage Customer Service Stats

Here are some interesting statistics from Sage UK that highlight the benefit of great customer experiences…. No explanation needed really, but what are you doing to make these benefits work for you? Bookmarks:

Read more

Customer Delight In A Hospital – From The Horse’s Mouth!

Posted in: #3 Create 'Devoted' Customers
Wigan Horse

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 in in her hospital bed at Wigan Royal Infirmary and her condition worsened, she put in a very personal request. She asked if she could have one last chance to say goodbye to...

Read more

Shop, Eat And Learn – That’s The Eataly Dramatic Difference!

Posted in: #2 Establish A Dramatic Difference
Eataly

Eataly is a Dramatically and Demonstrably Different group of shops and restaurants set up by Oscar Farinetti in Turin, Italy back in 2007. Today, they have 27 locations worldwide, including 10 in Italy, 13 in Japan, one in Chicago and another in New York.  The key ingredients of their ‘Dramatic Difference’ are a unique combination...

Read more

Andy’s 3D Thoughts 3rd November

Posted in: #3 Create 'Devoted' Customers, General

Here are this week’s 3D Thoughts and, as ever, it’s 3 iDeas in around 3 minutes to help you improve your business competitiveness. This week’s iDeas highlight some great, and not so great, customer experiences, and the benefits of getting face to face with your customers! As ever, there’s no need to download anything! Just...

Read more

Two Great Customer Experiences! Thanks Kay And Jesko!

Posted in: #3 Create 'Devoted' Customers, General
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 it was our first time in the city we took the opportunity to spend a couple of days exploring it. We were keen to see the sights, but unfortunately we had no...

Read more

Northern Trains Apologise For Customer Delight!

Posted in: #2 Establish A Dramatic Difference, #3 Create 'Devoted' Customers, #4 Forget CRM - Think MCR!
Northern Trains

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 the ticket collector to come and take our money for the journey, as did all the passengers. As we travelled through the beautiful countryside that is South Yorkshire, the driver announced...

Read more

Andy’s 3D Thoughts 27th October

Posted in: #1 Get That Vision Thing!, #5 Build An 'UBER' Culture!

Here are this week’s 3D Thoughts and, as ever, it’s 3 iDeas in around 3 minutes to help you improve your business competitiveness. This week’s iDeas again come from our new book (out very soon!) that highlights the 7 Characteristics Of 3D Businesses. There’s some revealing statistics about the power of employee engagement, the benefits of working...

Read more