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Adrian Swinscoe

Adrian Swinscoe
Adrian Swinscoe brings over 25 years experience to focusing on helping companies large and small develop and implement customer focused, sustainable growth strategies.

65% of leaders believe that it’s not up to them to tackle customer centricity – Interview with Alison Esse...

https://media.blubrry.com/adrianswinscoe/p/s3-eu-west-1.amazonaws.com/blogpodcasts/AlisonEsseTheStorytellers160516.mp3 Podcast: Play in new window | Download Subscribe: iTunes | Android | RSS Today’s interview is with Alison Esse, Co-founder and Director of The…

How the best brands build lasting customer loyalty

A few weeks ago I was lucky enough to be invited to get involved with CX Week, a free and online event organised by...

How TV helped create an engaging and effective millenial shopping experience — Interview with Anthony Soohoo of Dot &...

https://media.blubrry.com/adrianswinscoe/p/s3-eu-west-1.amazonaws.com/blogpodcasts/AnthonySoohooDotAndBo120516.mp3 Podcast: Play in new window | Download Subscribe: iTunes | Android | RSS Today’s interview is with Anthony Soohoo, Co-Founder & CEO of Dot…

Could too much measurement be preventing the delivery of great customer service?

We are increasingly able to quantify and connect up our lives. We can now measure and monitor: How many steps we have taken today. Our…

Proactive customer service drives retention, advocacy and growth – Interview with Monica Higgins of eSalon

https://media.blubrry.com/adrianswinscoe/p/s3-eu-west-1.amazonaws.com/blogpodcasts/MonicaHigginsESalon200416.mp3 Podcast: Play in new window | Download Subscribe: iTunes | Android | RSS Today’s interview is with Monica Higgins, eSalon‘s Director of Customer Service.…

When it comes to employee engagement, what’s your keystone?

Recent research by Gallup found that only 32% of all employees in the US, only 17% in UK and, on average, only 13% of...

Delivering an excellent customer experience across 15 different countries – Interview with Delphine Mousseau of Zalando

https://media.blubrry.com/adrianswinscoe/p/s3-eu-west-1.amazonaws.com/blogpodcasts/DelphineMousseauZalando200416.mp3 Podcast: Play in new window | Download Subscribe: iTunes | Android | RSS Today’s interview is with Delphine Mousseau, VP Markets at the fashion…

Don’t leave the customer behind in your digital transformation journey

Research by McKinsey shows that over 70% of all transformation projects fail, which they define as “large-scale efforts to achieve substantial, sustainable changes in...

Having a great product without great support doesn’t mean anything – Interview with Sarah Metcalfe of SureFlap

https://media.blubrry.com/adrianswinscoe/p/s3-eu-west-1.amazonaws.com/blogpodcasts/SarahMetcalfeSureflap140416.mp3 Podcast: Play in new window | Download Subscribe: iTunes | Android | RSS Today’s interview is with Sarah Metcalfe, Head of Customer Service at…

A story about the power of unconditional service guarantees

My wife and I recently returned from a trip to Havana, Cuba where we spent a few days on holiday. One evening during our...

Employee engagement, real-time feedback and organisational indigestion – Interview with Cheryl Johnson of Echo Global Logistics

https://media.blubrry.com/adrianswinscoe/p/s3-eu-west-1.amazonaws.com/blogpodcasts/CherylJohnsonEchoGlobalLogistics110416.mp3 Podcast: Play in new window | Download Subscribe: iTunes | Android | RSS Today’s interview is with Cheryl Johnson, Head of HR for Echo…

Some people say that customer surveys are dead, they’re wrong and here’s why

I recently saw the headline of an article on MyCustomer.com called: The Deadzone: Why customer surveys are dead. Having a keen interest in customer...

How to create a wow customer experience – Interview by Jonty Pearce

https://media.blubrry.com/adrianswinscoe/p/s3-eu-west-1.amazonaws.com/blogpodcasts/JontyPearceHowToWow110316.mp3 Podcast: Play in new window | Download Subscribe: iTunes | Android | RSS Today’s interview is something different. It’s me, Adrian Swinscoe, being interviewed…

Moving from product to customer centricity, the Mercedes Benz USA story – Interview with Joseph Michelli

https://media.blubrry.com/adrianswinscoe/p/s3-eu-west-1.amazonaws.com/blogpodcasts/JosephMichelliDrivenToDelight260216.mp3 Podcast: Play in new window | Download Subscribe: iTunes | Android | RSS Today’s interview is with Joseph A. Michelli, Chief Experience Officer at…

Insights from neuroscience and making change programmes more effective – Interview with Hilary Scarlett

https://media.blubrry.com/adrianswinscoe/p/s3-eu-west-1.amazonaws.com/blogpodcasts/HilaryScarlettNeuroscience020316.mp3 Podcast: Play in new window | Download Today’s interview is with Hilary Scarlett, a speaker and consultant on change management and neuroscience at Scarlett…

Why every business should be hugging their haters — Interview with Jay Baer of Convince & Convert

http://media.blubrry.com/adrianswinscoe/p/blogpodcasts.s3.amazonaws.com/JayBaerHugYourHaters150216.mp3 Podcast: Play in new window | Download Today’s interview is with Jay Baer, best-selling author, speaker and President of Convince & Convert, a strategy…

What’s your approach to your queuing experience?

Queues and their management are a perennial problem for businesses. They’re not much liked by customers either. However, aims and initiatives to try and make…

Predictive analytics and solving the problem of silent customer churn – Interview with Anil Kaul of Absolutdata

http://media.blubrry.com/adrianswinscoe/p/blogpodcasts.s3.amazonaws.com/AnilKaulAbsolutdata190216.mp3 Podcast: Play in new window | Download Today’s interview is with Anil Kaul who is the CEO and co-founder of Absolutdata, a big data…

How to use data and analytics to improve the 3R’s with your customers – Interview with Evan Carroll

http://media.blubrry.com/adrianswinscoe/p/blogpodcasts.s3.amazonaws.com/EvanCarrollBlueGoldfish080216.mp3 Podcast: Play in new window | Download Today’s interview is with Evan Carroll who is a marketing technologist, author and speaker. Evan joins me…

How organizations and leaders could be undermining their own employee engagement efforts

According to Deloitte’s 2015 research into Global Human Capital Trends, the top priority for business leaders around the world right now is culture and...

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