Just back from a wonderful wedding of two fantastic friends at the Swinton Park Hotel in North Yorkshire. No, I’m not going tell you all about the bridesmaids dresses or the cake, but just a simple little idea for ‘customer delight’ by the hotel. As well as all the normal ‘toiletories’ in the bathroom, they’d laid...
Spectacular Service Means Customer Delight!
Posted in: General
We’ve been at our friends and clients The Entrepreneurs Forum 7th Annual Conference in Gateshead, which, as ever was an amazing mix of brilliant speakers, great people and fantastic ideas. My Partner, Jill had left her glasses at home, and was struggling reading and taking notes. She’s resigned herself to a day of frustration and ‘blurredness’!...
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...
What Businesses Can Learn From The Election Debate (And Crucially, Vice Versa!)
Posted in: General
‘Delighted’ Customers Five Times More Likely To Rebuy!
Posted in: General
I came across an interesting report today by Ipsos Loyalty about The Role of Customer Delight in Achieving Loyalty. Although it’s a few years old, there’s some good stuff in there that are still (even more?) relevant today. A key point that struck me was: ‘In a Business to Business engagement, ‘delighted’ customers were FIVE...
Warming To The Idea of ‘Personalisation’
Posted in: General
Discussing the ‘customer delight’ idea of ‘human bed warmers’ at the Kensington Holiday Inn (see previous blog), a friend who has a Range Rover (although I don’t hold that against him!) explained to me that he can pre-time his in car heating system to warm it up before he gets in! Very nice, especially in all...
Human Bed Warmers? Now, that IS Customer Delight!
Posted in: General
Goodbye hot water bottles! Here’s a great idea for ‘customer delight’ by Holiday Inn: Human bed warmers! At the Holiday Inn Kensington, you can now request a human to ‘pre warm’ your bed for you before you get in it! Dressed from head to foot in an all-in-one sleeper suit, a member of staff will jump...
Recruiting ‘Customer Delight’ ers
Posted in: General
Came across this today. It’s a design business in Lynwood, Washington looking for a graphic designer. Part of the application process involves submitting, as well as your cv and examples of work, an example of when you’ve ‘delighted’ a customer, how you did it and what the reaction was from that customer. It’s simple stuff, but...
Honeymoon Delight!
Posted in: General
I’m always looking for stories that illustrate and reinforce the things that I talk about. This is a great one! Even better, it involves someone I’ve worked with up in Newcastle on the Entrepreneurs’ Forum Business Breakthrough Programme I ran last year. When Julie Berry of Dartford had to cancel her honeymoon trip to Norway...
Can Get Some Satisfaction
Posted in: General
Some customers are relatively easy to please – the result is that it’s easier to get ‘satisfaction’. This ‘brief’ from Mick Jagger to Andy Warhol for the design of an album sleeve back in 1969 sets out his ‘expectations’ very bluntly. The great thing about knowing your customer’s expectations is that it’s easier to meet...
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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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