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.
When it comes to improving customer experience, what are your Brailsfords?
I love discovering new ways of looking at how we increase performance and deliver better service. I'm, particularly, inspired by insights from different areas...
Employee engagement is about human relationships not human resources – Interview with Luis Suarez of IBM
Podcast: Download (Duration: 47:54 — 43.9MB) Today's interview is with Luis Suarez @elsua, a leading thinker, Knowledge Manager, Community Builder and Social Software Evangelist for...
Helping customers, standing out, being human and telling stories through blogging – Interview with Mark Schaefer
Podcast: Download (Duration: 33:55 — 31.1MB) Today's interview is with Mark Schaefer, one of the most acclaimed and accomplished marketing consultants in America as well...
Customers behaviour and their customer service choices trump new technology every time
The folks over at Parature recently produced an infographic about the evolution of customer service channels over the course of the last few decades....
Outstanding brands become part of their customers story – Interview with Bernadette Jiwa
Podcast: Download (Duration: 24:13 — 22.2MB) Today's interview is with Bernadette Jiwa, two time author of #1 Amazon Bestsellers, who agreed to talk to me...
A Shy Leader, Running and Changing Your Culture
Isn't developing a positive working culture at the heart of everything good? Great customer service, better customer experience, higher productivity and employee engagement, more...
Employee engagement and what it takes to be the best – Interview with Ryan Cheyne of Pets at Home
Podcast: Download (Duration: 29:36 — 27.1MB) Today's interview is with Ryan Cheyne, People Director at Pets at Home, who agreed to talk to me about...
Do you have any ‘vacuums’ in your customer journey?
I was reading the Harvard Business Review (HBR) article: Airline Customers Just Want to Know What's Happening the other day and it reminded me...
Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary – Interview with Steve Curtin
Podcast: Download (Duration: 25:10 — 23.0MB) Today's interview is with Steve Curtin, Customer Enthusiast, who has recently published Delight Your Customers: 7 Simple Ways to...
It’s all about customer service, customer service, customer service – Interview with Tom Walsh CEO of Staycity
Podcast: Download (Duration: 15:40 — 14.3MB) Today's interview is with Tom Walsh, CEO of Staycity. I was introduced to Tom by a contact of mine,...
Creating products that customers love – Interview with Chris Ives of Ilkley Brewery
Podcast: Download (Duration: 17:12 — 15.7MB) Today's interview is with Chris Ives, managing director and founder of Ilkley Brewery. I was introduced to Chris by...
A little less conversation, a little more action please
Customer service is good for marketing, but only if you deliver. Advertising yourself as being customer centric or delivering great customer service is fair enough...
Delivering Fanatical Levels of Customer Support – Interview with Fabio Torlini of Rackspace
Podcast: Download (Duration: 17:15 — 15.8MB) Today's interview is with Fabio Torlini, VP of Marketing, International with Rackspace, the open cloud company, who are famous...
Empathy and generosity – the keys to engaging your customers and people
It's no secret that I am a fan of Jessica Hagy, her books and her blog: Indexed. I was also lucky enough to interview...
Are you ‘on the tools’ fixing your customers problems? You should be.
I was reading a post the other day about Craig Newmark, founder of Craigslist, and how he introduces himself as the company's customer service...
Customers, customer service, customer experience and crystal balls – Interview with Dr Nicola Millard of BT
Podcast: Download (Duration: 31:21 — 28.7MB) Today's interview is with Dr Nicola Millard, a customer experience futurologist with BT, who does have a crystal ball...
Measuring employee engagement and happiness: Should you be building an app for that?
When talking about measuring employee engagement, happiness or satisfaction at work many people resort to quarterly, biannual or annual surveys. Don't get me wrong....
Customer engagement, social CRM and cool tools for professional services firms – Interview with Mark Bower
Podcast: Download (Duration: 23:38 — 21.6MB) Today's interview is with Mark Bower, co-founder and CTO of CubeSocial, who are developing and have launched some cool...
When it comes to customer service, are you ready to help?
Today I want to share something different with you. It's a video that I came across about customer service in Japan that I found...
Employee engagement is a commitment not a campaign – Interview with Stan Phelps
Podcast: Download (Duration: 31:38 — 29.0MB) Today's interview is with Stan Phelps an "experience architect", author, professor and popular keynote speaker. Hat tip for the...