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 loyalty is becoming a collective experience – Interview with Steve Abernethy of SquareTrade
Podcast: Play in new window | Download #152871323 / gettyimages.com Today’s interview is with Steve Abernethy, Executive Chairman andCo-founder of SquareTrade, the leading extended warranty…
The big list of little things that destroy your customer experience
#476846413 / gettyimages.com In February, I published an article called The Little Things That Destroy Your Customer Experience. The article suggested that we often spend...
Customer insight, big data and the bigger skills gap – Interview with Vivek Jetley of EXL
Podcast: Play in new window | Download #180405687 / gettyimages.com Today’s interview is with Vivek Jetley, Senior Vice President and co-Head of Analytics and Head…
How equal are your relationships with your customers?
The equality of the relationships that businesses have with their customers was an idea that came up in a recent interview that I conducted...
Using customer reviews to drive service improvement, WoM and growth – Interview with Jan Jensen of Trustpilot
Podcast: Play in new window | Download Today’s interview is with Jan Jensen, the CMO of Trustpilot, an open, review-driven community connecting online consumers. Through...
How we built a community of customer advocates – Interview with Joan Babinski of Brainshark
Podcast: Play in new window | Download #165567554 / gettyimages.com Today’s interview is with Joan Babinski, founder and vice president of marketing at Brainshark, which…
Customer service should make promises – and then beat them
On Thursday evening around 9 p.m. I received a call from my bank (RBS). It was an automated call and, after going through some security...
Great service, great coffee and great people creates loyalty – Interview with Nick Barlow of Small Batch Coffee
Podcast: Play in new window | Download Today’s interview is with Nick Barlow, who is in charge of Creative and Media for Small Batch Coffee...
Are you committed to putting the customer at the centre of what you do?
A friend of mine recently sent me an article (Why everybody should think they are the Chief Customer Officer – reflections on building a...
Neuroscience, customer service and why we should always deliver and never over-promise – Interview with Dr. Jack Lewis
Podcast: Play in new window | Download Today’s interview is with Dr. Jack Lewis, Managing Director and Founder of NeuroFormed and recent author, with best...
The habits of leading customer centric businesses – Interview with Bob Thompson
Podcast: Play in new window | Download Today’s interview is with Bob Thompson, CEO of CustomerThink Corp. and Founder/Editor-in-Chief of CustomerThink.com, the world’s largest community...
Mobile marketing, customer retention and customers expecting to be known – Interview with Jess Stephens of TagPoints
Podcast: Play in new window | Download Today’s interview is with Jess Stephens, Director and Co-founder of TagPoints, a mobile proximity marketing platform that uses...
Are you earning customer loyalty, or are you buying it?
#98198996 / gettyimages.com We can all agree that having loyal customers is fundamental to the long-term success of a business. However, there have been numerous...
Not having contracts equalises our relationship with our customers – Interview with John Marick of Consumer Cellular
Podcast: Play in new window | Download #77931835 / gettyimages.com Today’s interview is with John Marick, the co-founder and CEO of Consumer Cellular, a fast-growing…
Is big data a potential distraction?
#180405686 / gettyimages.com Over recent months, I’ve read numerous articles that have reported that many executives are struggling with ‘Big Data’. In fact, many studies...
The art of selling has to change because the art of buying has changed – Interview with John Jantsch...
Podcast: Play in new window | Download #165982606 / gettyimages.com Today’s interview is with John Jantsch of Duct Tape Marketing who has recently added Duct…
Social enterprises and charities are not exempt from the need to improve their customer service or customer experience
#186372813 / gettyimages.com Let me tell you a story related to a social enterprise project that I am setting up… We were looking for training…
Building valuable customer support communities – Interview with Rob Howard of Zimbra
Podcast: Play in new window | Download #184916120 / gettyimages.com Today’s interview is with Rob Howard who is the Chief Technology Officer of Zimbra, a…
The customer service strategy with the best ROI
A recent article that I saw from Dr Jack Lewis & Adrian Webster, authors of a new book: Sort Your Brain Out, got me...
Five ways to become more agile and responsive to your customers’ needs
About a month ago I wrote a piece called: Are You Sure Your Customers Will Wait Two Years For You To Change? The title...