I often suggest people ‘stand in their own queues’ meaning have a look at what your customers see, hear, experience when they get in touch with you. It means ‘ringing up your own business’, ‘standing in the reception or shop front’ or ‘visiting your own website’. One of the things I see (quite often) on websites [...]
Don’t Let Your Service Go ‘Off The Boyle’
Posted in: General
I’m no ‘raving fan’ of Britain’s Got Talent, but even the most ‘high brow’ of us have to admit that there are lessons in there for us all in this ever more ‘competitive age’. The phenomonen that is Susan Boyle absolutely ‘wowed’ the audience first time and then created a global hit thanks to the [...]
A Birthday ‘Engagement’!
Posted in: General
Thinking in 3D Shed My friends at branding experts Purple Circle are celebrating their 18th birthday! It’s about time they became grown ups! They’ve come up with a great way to ‘enage’ with their clients and celebrate the anniversary. The Purple Circle ethos has always been about having ‘shed loads of ideas, and their red shed has played [...]
The Negative ‘Myths’ About Business Should Be Fired!
Posted in: General
I’m no fan of The Apprentice. Jill watches it, so it is on in our house (even when there’s a big match on Sky!). I know it’s only TV, and it’s ‘entertainment’, but my frustration is that everything is so ’simplified’. In last night’s episode they had to ’rebrand’ Margate. This in effect simply meant producing a poster. Branding is NOT about [...]
I’ve Become A ‘Management Issue’!
Posted in: General
I’ve been asked to contribute to the great business website Management Issues website along with some amazing business thinkers like Edward be Bono, Robert Heller , Charles Helliwell and brilliant writer Max McKeown. What esteemed company! Here’s my most recent article on the power of Word of Mouth and Word of Mouse. Bookmarks:
Don’t Get No Satisfaction
Posted in: General
Customer satisfaction is not the same as customer loyalty – too many businesses think it is. Let me explain: I buy a sandwich from a shop – the sandwich is ok, so I might go back. I might even tick the ‘satisfied’ box on the customer feedback card. That still doesn’t mean I’ve become ‘loyal’. I’m ‘satisfied’ as it [...]
20 Tactics For Building Trust
Posted in: General
The best businesses build trust with their customers. Here’s some simple tactics that could help you build trust with me as a customer: A handwritten personal note A phone line direct to you (or your mobile) When your people say ‘Good morning Andy, we were expecting your call’ A postcard or letter that acknowledges the specifics of the ‘customer comments’ [...]
‘Espressing’ My Disgust
Posted in: General
I went into a well known coffee shop yesterday and ordered an espresso. The lady serving me explained that espresso is the short concentrated coffee, was that ok? I’ve been told that a few times now. Do they also explain that tea is a thing that’s in a bag mixed with hot water? Maybe I look thick, [...]
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Andy Hanselman helps develop ‘Remarkable’ businesses by ‘thinking in 3D’! That means being ‘Dramatically and Demonstrably Different’! He does it by researching, speaking about, writing about and working with high performing businesses that are winning in today’s ever increasing competitive marketplaces. He’s been doing it for over 20 years, and has worked with thousands of business leaders, decision makers and their people at conferences, seminars, team building events, workshops and ‘in-house’ in the UK and around the world. He’s written two books, and is currently working on this third – ‘The 7 Characteristics Of ‘Remarkable’ Businesses’.
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