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...
50% Of Online Chat About Banks Is About Customer Service!
Posted in: #4 It's All About The Experience!
Andy’s 3D Thoughts 19th December
Posted in: #4 It's All About The Experience!, #5 Dialogue
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...
We Made The Top 10!!!
Posted in: #4 It's All About The Experience!
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...
This Time It’s Personal – Well, It Should Be!
Posted in: #4 It's All About The Experience!, #6 UBER Culture, General
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...
How To Avoid Scriptease In Your Business!
Posted in: General
Is Scriptease happening in your business? It’s that most frustrating of things when the customer service person you’re trying to engage with doesn’t listen, engage back or care about you as a customer. They simply follow the ‘script’! Why does it happen? Well, often it’s simply because it’s easy to do so – I call...
Customer Service Online Or Offline? It’s All The Same To Me!
Posted in: General
Customer service works offline AND online! There’s more evidence that customers want the same stuff when it comes to customer service regardless of where or how they buy! A recent survey highlighted here shows that in terms of support, online customers want: The ability to track shipments with a computer or mobile device Online customer...
Father Christmas Manages Expectations – Then Delights His Customers!
Posted in: General
Father Christmas will be doing something that we encourage all our clients to do this Christmas, and that’s ‘managing customer expectations’! Apparently, the ‘students’ at the Charles W. Howard Santa Claus School in Michigan, as well as ‘beard management’ and ‘wig maintenance’, are learning to manage children’s expectations who apparently, despite the economic downturn, are...
Get IT Right Please!
Posted in: General
Two great examples of using IT in the 'customer experience' - The former shows how to get it wrong - automated responses that don't help the customer whatsoever. The latter, a fabulous experience that combined a friendly, helpful 'human being' supported by an IT system that actually enhanced the customer experience.
You Know Your Stuff – But, Do You Demonstrate It?
Posted in: General
You know your stuff – but do you demonstrate it? I don’t necessarily mean ‘physically’ demonstrate it, but in the way you talk to and advise your customers. A really simple example for me this weekend highlighted the issue of ‘trust’ and the way customers buy. The ongoing redevelopment of our house continues and now...
Don’t Let Your Service Go ‘Off The Boyle’
Posted in: General
I’m no ‘raving fan’ of Britain’s Got Talent, but even the most ‘high brow’ of us have to admit that there are lessons in there for us all in this ever more ‘competitive age’. The phenomonen that is Susan Boyle absolutely ‘wowed’ the audience first time and then created a global hit thanks to the...
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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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