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...
Andy’s 3D Thoughts 30th January
Posted in: #4 It's All About The Experience!, #5 Dialogue
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...
Finnair Delights Their Delhi Bound Customers On India’s Republic Day!
Posted in: #4 It's All About The Experience!
A ‘Remarkable’ Example Of Customer Delight From Sainsbury’s!
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...
Creating Better Customer Experiences? BA Has An ‘App For That!
Posted in: #4 It's All About The Experience!, General
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...
Andy’s 3D Thoughts 23rd January
Posted in: #4 It's All About The Experience!, #6 UBER Culture
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...
Sales Prevention Officers Still The Main Cause Of Poor Customer Service!
Posted in: #4 It's All About The Experience!
66% of UK homeowners believe customer service has either stayed the same or deteriorated over the past three years. That’s according to a new survey from Cognito which suggests that only 3% of UK consumers believed that customer service had improved a lot over the last 3 years, and 22% believed customer service had improved...
A ‘Remarkable’ Man Celebrates His 70th!
Posted in: #1 Get That Vision Thing!, #2 KeeP In Control!, #3 Establish A Dramatic Difference!, #4 It's All About The Experience!, #5 Dialogue, #6 UBER Culture, #7 Keep Working ON!
Today is ‘The Greatest’s 70th birthday! Yes, it’s ‘Happy Birthday to Muhammad Ali, the greatest boxer ever. In fact, I’d go as far as to say he is one of the most ‘remarkable’ men ever! Muhammad Ali broke down racial barriers and was an inspiration to millions of people worldwide with his athleticism, spirituality and his passion! I remember staying...
Andy’s 3D Thoughts 16th January
Posted in: #3 Establish A Dramatic Difference!, #4 It's All About The Experience!, #6 UBER Culture, General
Talk Talk Makes People Talk Talk….. Negatively
Posted in: #4 It's All About The Experience!
Here’s a great example of the power of negative ‘word of mouse’ due to poor customer service! Brodband and mobile phone provider Talk Talk has been awarded the Money Mail’s Wooden Spoon award for the worst customer service – and it’s the second year in a row that they’ve won it! I don’t use Talk Talk,...
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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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