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 story [...]
[ February 24, 2012; 8:00 am to 9:15 am. 8:00 am to 9:15 am. ] Andy is speaking at this breakfast event organised by Kier and Sheffield City Council. Learn the lessons from businesses who are winning, even in these difficult times! Andy will be sharing stimulating, practical and pragmatic ideas to help you maximise your performance, your potential and your profits! Venue: Sheffield Town Hall, Reception Rooms Date: 24 February 2012 Time: 8am - [...]
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 been [...]
Had a great Make A Difference day with the Spice Yorkshire Team yesterday – thanks for all your contributions and ideas! Here are the slides from the session, along with a couple of other things you might find useful. The Slides – if you require a powerpoint copy, please email me direct and we’ll get them [...]
Technology has an amazing ability to change our lives. Sometimes it’s gradual, sometimes we don’t even see it and sometimes it’s instant and makes a real impact immediately! I distinctly remember when we got our first colour television – it was the early summer of 1972 for the Munich Olympics! I was so so excited – [...]
A personalised customer service experience is a key factor success in ‘remarkable’ businesses, but it doesn’t happen very often! Only 4% of UK consumers feel treated as an individual when contacting their service providers including banks, telephone companies, utility providers and retailers, despite almost half of these companies claiming they offer ‘personalised’ service via contact centres. That’s according [...]
It’s the 25th anniversary of Peter Gabriel’s ‘So’ album (the one with hits on such as ‘Sledgehammer’, ‘Don’t Give Up’ and ‘Big Time’). I remember it all so well (Yes, I’ll admit it, I’m a big Peter Gabriel fan! – one of his Delighted customers, even ‘Devoted’!!!) Anyway, to commemorate the 25 years, he has put out [...]
Christmas is coming, and so are the ideas – they just keep on coming! Just click on the icon below for this week’s 3D Thoughts…. Andy”s 3D Thoughts 12/11/11 (mp3) Links: Barclays Boss Says ‘No Jerks’! Customer Service Levels Are At An All Time Low! The 12 Most Effective Ways To Avoid Scriptease In Your Business! How Successful Businesses Win - A [...]
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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