According to a recent survey, poor online customer service will drive 94% of consumers to stop using the retailer’s web site or prompt them to seek out a competitor. More than 90% of UK Internet users said customer service is important when making purchases online. The survey delves into online shoppers’ frustrations with call centres, [...]
An ‘F’ing Great Presentation
Posted in: General
If you’re not sure how Social Media can, and probably is, affecting your business, have a look at this great presentation – Don’t worry, it’s not rude: What the F**K is Social Media: One Year Later View more documents from Marta Kagan. 3 Key questions: - what does this mean for your business? - What are you doing to maximise [...]
Curry’s Are Hot!
Posted in: General
You may have heard me tell the story of the young lad who tried to serve me in a high street electrical retailer a few years ago when I was looking at DVD recorders. Confused by the wide range of products on offer, pointing to two different, but similarly looking models, I said “That one’s six hundred [...]
‘Disaffected’ Customers Sing Louder!
Posted in: General
I’ve been desperate to get this up – it’s a great example of the ‘disaffected’ customer doing something way beyond anything that a letter to the complaints department can do. Canadian singer Dave Carroll spent over 9 months being passed from department to department after he complained to United Airlines after they damaged his $3500 guitar. The poor [...]
I’m Back…….and Blogging!
Posted in: General
Get Personal
Posted in: General
Very luckily for me I’m in New York at the moment, and yes, it’s a huge, amazing place.However, the things that have struck me immediately are the little things. Here are a couple of examples of ‘personalisation’. Example 1: We flew with Delta Airlines and the in flight entertainment was very ‘personal’: you select, start and pause the [...]
I’m An Estate Agent – Honest!
Posted in: General
An estate agent that’s Dramatically and Demonstrably Different’ – He tells the truth! OK, I know that’s a touch hard on a lot of very good and honest estate agents, but this guy in Glastonbury certainly seems to be doing things a bit differently! In an article in the Independent newspaper Jules Bending of Ralph Bending Estate [...]
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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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