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.
Customer service, customer experience and millennials – Interview with Micah Solomon
http://media.blubrry.com/adrianswinscoe/p/blogpodcasts.s3.amazonaws.com/MicahSolomonYourCustomerIsTheStar040215.mp3 Podcast: Play in new window | Download View image | gettyimages.com Today’s interview is with Micah Solomon, a speaker, consultant, and bestselling author on…
Where to find proactive customer service opportunities
Or Transform Your Customer Experience By Making Your Customer Service Proactive – Part 2 Previously in Why Relying Only On Reactive Customer Service Is No...
Compliments received are a leading indicator of service culture improvement – Interview with Ron Kaufman of UP! Your Service
http://media.blubrry.com/adrianswinscoe/p/blogpodcasts.s3.amazonaws.com/RonKaufmanUpYourService200115.mp3 Podcast: Play in new window | Download Today’s interview is with Ron Kaufman, Founder and Chairman of UP! Your Service and author of New…
Why Relying Only On Reactive Customer Service Is No Longer Good Enough
Or Transform Your Customer Experience By Making Your Customer Service Proactive – Part 1 Over the course of the last year, I’ve written a few...
Proactive customer service will pay back ten fold – Interview with Matt Lautz of Corvisa
http://media.blubrry.com/adrianswinscoe/p/blogpodcasts.s3.amazonaws.com/MattLautzCorvisa120115.mp3 Podcast: Play in new window | Download View image | gettyimages.com Today’s interview is with Matt Lautz, President and CIO of CorvisaCloud, a provider…
Startupland – Zendesk’s journey from a kitchen table in Denmark to the NYSE – Interview with Mikkel Svane
http://media.blubrry.com/adrianswinscoe/p/blogpodcasts.s3.amazonaws.com/MikkelSvaneCEOZendeskStartUpLand171214.mp3 Podcast: Play in new window | Download Today’s interview is with Mikkel Svane, Chief Executive Officer and Founder of Zendesk, a fast growing and…
Customer experience, self service and the wrong type of apologies
Here’s a story from a recent visit to the local branch of my bank to pay in a cheque. Remember them? Cheques, that is. Anyway,...
Do you know if you are irritating your customers? – Interview with Melvin Brand Flu of Livework
Podcast: Play in new window | Download Today’s interview is with Melvin Brand Flu, Partner and Director of Strategy and Business Design at Livework, a...
Are your mental models getting in the way of improving your customer experience?
Every now and again I read something and it makes me stop and think. However, on further reflection it becomes clear how and why the...
A conversation about customer service and customer experience – Help.com Interview
View image | gettyimages.com This interview was originally published on Help.com. Help.com recently had an opportunity to catch up with Adrian Swinscoe. Adrian is a…
Customer service by email and differences across geographies – Interview with Laurence Chami of Eptica
Podcast: Play in new window | Download Today’s interview is with Laurence Chami, Managing Director of Eptica, a European provider of multichannel customer interaction software...
What’s your brand’s customer service persona?
Customer personas are all the rage in marketing, particularly when it comes to content marketing and user experience, and are widely used to help...
Different customers have different journeys and needs – Interview with Daniel Lind of Qmatic
Podcast: Play in new window | Download Today’s interview is with Daniel Lind, Head of Business Development at Qmatic, a company who through its software...
Customer behaviour is changing: Check your assumptions
When we set out to design, build and deliver a great customer experience or anything else for that matter, we can tend to make...
An organisational constitution improves employee engagment and customer experience – Interview with Chris Edmonds
00:0000:0000:00 Podcast: Play in new window | Download Today’s interview is with S. Chris Edmonds, who is the founder and CEO of The Purposeful Culture…
The longest lasting emotions in customer experience
I’m really interested in the emotional and psychological side of customer service and customer experience. As a result, I’m always on the look out...
Nearly 60% of customers will go elsewhere following a bad delivery experience – Interview with Angela O’Connell of MetaPack
00:0000:0000:00 Podcast: Play in new window | Download Today’s interview is with Angela O’Connell, the Strategy & Marketing Director for MetaPack. Founded in 1999, MetaPack…
Proactive customer service drives customer loyalty – Interview with Stew Bloom of Aspect
Podcast: Play in new window | Download #185319589 / gettyimages.com Today’s interview is with Stew Bloom, CEO of Aspect, who help enterprise contact centres deliver…
Brands can drive growth and retention by addressing silent complaints
We all know that customers talk about businesses and brands, both to recommend them and to complain about them. Now, whilst businesses would like...
Social leadership and why the C-Suite has to go social – Interview with Ted Coiné and Mark Babbitt
Podcast: Play in new window | Download #182765845 / gettyimages.com Today’s interview is with Ted Coiné and Mark Babbitt, co-authors of a new book called:…