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.
Word of mouth marketing starts with proper listening – Interview with Molly Flatt of 1000 Heads
Podcast: Download (Duration: 21:30 — 19.7MB) Today's interview is with Molly Flatt, Word of Mouth Evangelist for global marketing agency 1000heads, to get some insight...
Customer service and the process of improving it
Today, I was thinking about writing a piece about customer service and the process of performance improvement. As part of my writing process I...
Blogger outreach and building trust with your customers – Interview with Hugh Anderson
Podcast: Download (Duration: 22:01 — 20.2MB) Today's interview is with Hugh Anderson of Forth Metrics, a software company that is creating new, simple marketing analytics...
Being Likeable, leadership, customer and employee engagement – Interview with Dave Kerpen
Podcast: Download (Duration: 17:12 — 15.7MB) Today's interview is with Dave Kerpen, the cofounder and CEO of Likeable, an award-winning social media and word-of-mouth marketing...
Improve service and keep customers by not being a magpie
Wherever I turn these days, I hear and read mentions of social customer service – the provision of customer service by social media channels...
Doing more to help creative business start ups grow and succeed – Interview with Doug Richard
Podcast: Download (Duration: 12:17 — 11.2MB) Today's interview is with Doug Richard made famous in the UK for being one of the first Dragons on...
Karma and how to be a better leader and build a more customer centric businesses
I like the idea of karma and believe in it. I, also, believe it can teach us lessons about how to be better leaders...
Improve your customer service by asking what would your Mum do – Interview with Lee Cockerell
Podcast: Download (Duration: 21:02 — 19.3MB) Today's interview is with Lee Cockerell, who has had a hugely successful career working for Hilton Hotels, Marriott Hotels...
Delight your customers and your employees by paying it forward
I was chatting on the phone earlier today with a contact and we were talking about collaboration, working together, associate agreements, partnerships etc etc...
Customer service and customer loyalty can be improved by using decision science – Interview with Phil Barden
Podcast: Download (Duration: 34:10 — 31.3MB) Today's interview is with Phil Barden, MD of decode marketing ltd and author of 'Decoded. The Science Behind Why...
Are you listening to your customers but not really listening?
Have you ever had that feeling when having a conversation with someone that you are just waiting for them to finish before you can...
Employee engagement inside one of the UK’s best companies to work for – Interview with Keith Lewis of Matchtech
Podcast: Download (Duration: 25:05 — 23.0MB) Today's interview is with Keith Lewis, the UK Managing Director of Matchtech, the UK's number 1 and multi-award winning...
Customers are complaining more. That’s a good thing
Recently, I've spotted a couple of stories about complaints that made me think: Some firms feel like the number of complaints that they are receiving...
Our customer service and success is driven by happy people all striving for the same high standards: Interview with...
Podcast: Download (Duration: 20:23 — 18.7MB) Today's interview is Will Beckett of Hawksmoor, a rapidly growing restaurant brand in London, and follows on from my...
Doing what’s right for the customer is often an article of faith
Recently, I was listening to an interview with Jeff Bezos, CEO of Amazon, on HBR's Ideacast series (you can listen to the interview here:...
Customer service, people and how caring does scale – Interview with Gary Vaynerchuk #1aDayQandA
Podcast: Download (Duration: 9:42 — 8.9MB) Today's interview is with Gary Vaynerchuk and follows on from my recent interview: Unruly engagement, creativity and collaboration is...
Some customer service research just makes me want to scream
Sometimes I read things and I just want to scream! Recently, I was browsing some of my regular reading sources when I came across this:…
Unruly engagement, creativity and collaboration is built on two things: People and Places
Podcast: Download (Duration: 25:02 — 22.9MB) Today's interview is with Sarah Wood of Unruly Media and follows on from my recent interview: Social business is...
Your customer service and marketing automation is only as strong as your weakest link
I want to share with you an exchange that I had with a local contact of mine (Joanne Munro @jojomunroro) on twitter the other...
Social business is not just social media, it takes real transformation – Interview with Brad W Martin and Vala...
Podcast: Download (Duration: 32:15 — 29.5MB) Today's interview is with Vala Afshar and Brad W. Martin of Enterays who have recently written a book called...