Adrian Swinscoe

Interview and customer service stories with Michael Heppell

Today, as part of the interview series, it is my pleasure to welcome Michael Heppell to the blog. When I spoke with Michael we...

Reconnecting with old customers is better when it has context

I've been away for a few days but whilst I was away I received an email on Friday from Reid Hoffman, Co-founder and Chairman...

Customers don’t trust us. If they did they’d share us more.

About 3 weeks ago i wrote a post called How Consumers Give Feedback, which featured some research from Bruce Temkin across at the Temkin...

Do Grameen Bank and Facebook offer lessons on how to scale a customer centric...

This is one of my favourite quotes of all time: "You can have everything you want in life if you will just help enough people...

Give your customer loyalty bounce by managing customer complaints better

I was preparing recently for an upcoming client seminar on how their service strategy and how they manage complaints should be an essential part...

Is simplicity at the heart of your customer experience?

Charles Mingus, the legendary jazz bassist once said: "Making the simple complicated is commonplace; making the complicated simple, awesomely simple, that's creativity." and The Roman orator Cicero...

How Consumers Give Feedback

I've just seen some really interesting results in an article in the March Edition of The Customer Experience Journal from Bruce Temkin across at...

Recruit the best employees, and the customers will recruit themselves.

Over the last couple of days, I have been thinking about businesses that I have experienced before and what I have liked about them,...

What kind of customer loyalty and retention programmes can small and medium sized businesses...

A few days ago I saw a question on Focus.com: What kind of loyalty programs can small and medium sized businesses easily implement? After seeing...

Customer Experience, Back to Basics and Creating a Customer Focused Business – Interview with...

pp_flashembed( 'powerpress_player_7750', {src: 'http://www.adrianswinscoe.com:/blog/wp-content/plugins/powerpress/FlowPlayerClassic.swf', width: 320, height: 24, wmode: 'transparent' }, {config: { autoPlay: false, autoBuffering: false, initialScale: 'scale', showFullScreenButton: false, showMenu: false, videoFile: 'http://blogpodcasts.s3.amazonaws.com/SyedHasanResponsetek15Feb2011.mp3', loop: false,...

Is your marketing both interesting and interested?

I was talking about the changing nature of marketing the other day with a client and were talking about how it is getting harder...

Social Media has Revolutionized Customer Service Forever

This piece was originally posted on Focus.com, where they asked me to write a piece on 'Social Media has Revolutionized Customer Service Forever'....

Leadership, social media, community and other stuff – Interview with Scott Gould of Likeminds

Today is the second video interview in my series of interviews with leading authors, thought leaders and general all round good guys and gals. Previously,...

Shackled by the skills crunch, a fish (business) rots from the head down

Today I wanted to share with you a startling set of results that recently came out of the Institute of Directors (IoD) and a...

Blogging, business, outsourcing and other stuff – Interview with Chris Ducker of Virtual Business...

Today is an exciting day as today is the next in the interview series and the first video interview of the series So, without...

By understanding their customer journey, Tesco’s iphone app will help them win more customers

I was watching the TV the other day and saw the following ad from Tesco's. It's part of a series of ads that follow...

Duncan Bannatyne and TripAdvisor’s boxing match

There's been a hilarious story floating around the UK media for the last couple of days about Duncan Bannatyne wigging out over a negative...

Is customer service bad in the UK and is it a class thing?

A shorter post today as I wanted to ask your advice and opinion on something. A couple of days ago I saw an article: Why...

I’m confused. Why do most CEOs not get employee engagement?

If we look at successful companies Zappos or Southwest Airlines in the USA or John Lewis and First Direct in the UK, to name...

TOMS Shoes and United Business Machines: Causes, customer retention and word of mouth marketing

I'm a great believer that businesses can be a force for good and that by giving back to your community or those in need...

New Posts