Taking the definition of ‘customer delight’ as being ‘exceeding customer’s expectations’ there are times when you just can’t do it. When is this? When their expectations are simply too high or completely unrealistic. Surely Andy, you’re no doubt saying, we should all strive to do this – that’s what you’re always telling us: ‘Delight your...
Engaging With Customers – That’s Asda ‘Thrice’!
Posted in: General
Asda have launched three new initiatives to ‘engage’ with their customers. Announced by Chief Executive, Andy Bond last week, it’s a strategy that competes directly with the concept of ‘loyalty cards’. He calls it ‘democratic consumerism’ and says it’s all about building trust through openness and consultation. The Wal-Mart owned business CEO believes that winning customers’...
How To ‘Delight’ My Mum!
Posted in: General
I took my mum for an appointment with her Financial Advisors yesterday. We arrived at their office in the metropolis that is Scunthorpe and bang outside was a ‘personally reserved’ car parking space for us. A simple but lovely touch. I’ve said it lots of times: creating Delighted Customers doesn’t take an MBA, it often just...
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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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