Are you one of those people that likes to improve their own in-flight customer experience by chatting with other passengers when you’re on a plane? Do you want to make friends but worry that you’re going to bored rigid by someone you have nothing in common with? Or, perhaps like me you’re one of those...
Are you one of those customers who prefers face to face contact when getting your enquiries and problems sorted? Are you one of the many who rank the ‘annonymity’ of call centres as one of your biggest frustrations? Do you like to see the ‘whites of their eyes’ when you’re making a complaint? Well, you’re not alone! Apparently 66% of us...
Here you go for the first 3D Thoughts for February! Just click on the icon below to hear them! Andy”s 3D Thoughts 06/02/12 (mp3) Links: Celebrating Failure! Bad Customer Service? I Heard It On The Gripevine! DNB Bank’s Singing Answerphone! 100 Examples Of 3D Thinking – Give Us Your Examples! And don’t forget, you can listen...
There now really is no ‘hiding place’ if you deliver bad customer service! That’s because there’s a new website specifically for customers to air their ‘gripes’ about businesses and invite others to do the same! And it’s got a very high profile advocate – Dave Caroll. He’s the guy who sang ‘United Breaks Guitars’ – the...
One of the biggest customer service frustrations is automated phone systems. Let’s be honest, very few of us enjoy dealing with them… press 1 for this… press 2 for that….la la la….. your call is important to us (honest!)….. In fact, it is often highlighted (by me and others!) as the most frustrating thing! Well, here’s a great...
Here they are! The last ones of January 2012! Just click on the icon below to hear this week’s 3 ideas in 3 minutes (ish)! Alternatively, you can listen via iTunes - 3 minutes straight to your iThingy! Andy”s 3D Thoughts 30/01/12 (mp3) Links: Apple’s Results Explained In ‘Pictures’! No Need To Tweet! Great Example Of Customer...
Here’s a great example of customer delight from Sainsburys! When 3 year old Lily Robinson (sorry,3 and a half year old Lily Robinson!) wrote to Sainsburys to ask them why tiger bread isn’t called giraffe bread which she thinks it should be because it looks more like a giraffe, she got a personalised response from...
British Airways are creating better customer experiences by using iPads! Rather than use scrolls of papers with all the personal information about their customers, their cabin crew now have an ‘app which uploads up to the minute.information about their customers that allows them to create ‘personalised’ customer experiences. They experimented with it last year, and apparently, it’s...
Kung Hei Fat Choy! Here are your first 3D Thoughts of the Chinese New Year! Simply click on the icon below to get your 3 ideas in just 3 minutes… Andy”s 3D Thoughts 23/01/12 (mp3) Links: Quiet – The Power Of Introverts! Workplace malaise costing £93 Billion! Sales Prevention Officers still the main cause of poor...
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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