Just finished ‘interviewing’ friend and client, Paul Meehan, Director of Customer Experience at AXA for my next podcast (coming very soon!). He tells a great story of what he and his team are doing to improve the customer experience at AXA and provides some fantastic examples of what they’ve actually done – practical things that [...]
Great Things Come in 3′s!
Posted in: General
I love writing, as well as speaking and consulting and it’s great when I’m asked to do stuff for other people too. I’ve had a number of articles ‘published’ recently on various leading business websites around the world, and didn’t want you to miss out! So if you like the stuff you find on this blog and are ‘deperate [...]
Free Parking? You’re Telling Me… And Lots Of Others Too!
Posted in: General
BAA announced yesterday that they were waiving ‘extra’ airport parking fees for their customers that had been delayed by the ‘volcano problem’. It was highlighted to me by a listener who had just returned and called in to let BBC Radio 4′s Today Programme know. She was absolutely ‘delighted’ - they’d obviously ‘exceeded’ her expectations. OK, it may [...]
If You Weren’t Here…..
Posted in: General
…. Would your customers notice? The Icelandic volcano has caused quite a stir (to put it mildly!) No flights, people not moving, goods not being shipped – and we don’t kn0w for how long! Things we take for granted have simply just ‘disappeared’! It’s no doubt causing chaos, confusion and stress for so many people. Always looking for a [...]
What Businesses Can Learn From The Election Debate (And Crucially, Vice Versa!)
Posted in: General
There appears to be a consensus that Nick Clegg was a real winner in last night’s Leaders Debate. Why is that? I think it’s a lot to do with ‘customers’ expectations and experience. No, this is not a ‘political’ rant on behalf of one party or another. It’s an attempt to see what we as businesses [...]
Zapp!!! Here’s More On Zappos!
Posted in: General
“We interview people for culture fit. We want people who are passionate about what Zappos is about–service. I don’t care if they’re passionate about shoes.” Tony Hseih, Chief Executive, Zappos I blogged a bit about Zappos last month. They are the incredibly successful online shoe and clothes retailer in the US who have an amazing reputation for [...]
To Tweet Or Not To Tweet? That is NOT The Question!
Posted in: General
“Andy, should I be Twittering? (Or is it Tweeting? Oh, the dilemma of what to call it!)” is a question I’m being asked more and more often. I can’t answer that in a simple ‘Yes or No’ response without knowing their business, their circumstances, and what they want to achieve from it. In fact, I [...]
It’s A Rotten Shame
Posted in: General
So, goodbye to Malcolm McLaren, the ‘Godfather of Punk’, and, I might add, a lot more. He might not have been everyone’s ’cup of tea’, but he certaily made an impact - There’s a lot we can learn from him. Here are five little things to get you started: He did do things that were ‘Dramatically and Demonstrably Different’. He ‘broke [...]
The Future Or The End Of Publishing?
Posted in: General
Your Call Is Important To Us…..(Honest!)
Posted in: General
I was at a seminar last week when one of the speakers gave us the following figures: 50% of new callers don’t ring back if they don’t get an answer when they call, and 15% of existing customers don’t call again if they get the same experience! Scary stuff, if not surprising. I encourage people to ‘ring [...]
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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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