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...
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...
Here are the first 3D Thoughts of 2012! As ever, simply click the icon below to get your 3 short, sharp ideas in less than 3 minutes. If you never want to miss them again in 2012 you can subscribe via iTunes here. Andy”s 3D Thoughts 09/01/12 (mp3) Links: ‘Appy New Year For Great Customer Experiences Stop Looking At My...
Here’s more evidence of the importance that customers put on customer service. It’s also evidence of the power of ‘word of mouse’! New research from Attensity shows that, while social media conversations about banks, airlines and hotels were often topically oriented around something specific to the industry, the most common type of conversation for each industry was...
They’re the last ones before Christmas! Here are this week’s 3D Thoughts – Simply click below to listen! Don’t forget that you can subscribe via iTunes so you get them straight onto your iThingy wherever you are! Andy”s 3D Thoughts 19/12/11 (mp3) Links: 1 in 5 Complain Online – Are You Listening? 3 More Of Our 12...
The Businesszone website has published it’s most popular blogs of 2011 and the great news is that we’re in at number 6! What Exactly Is Customer Delight – The 6 Ingredients! was an article I did for them earlier this year. If you haven’t seen it, you can do so here, and it’s also available as a downloadable paper...
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...
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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