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 drives repeat business and higher customer lifetime value – even Shell now gets it
There was an article in the Daily Record last month (Store bosses tell staff to put customers first to win business) that caught my...
#PositivelySocial and why customer service in social media is a failure – Interview with Frank Eliason
Podcast: Download (Duration: 42:30 — 38.9MB) Following on from my recent interview, Employee engagement is not something that is done to employees – Interview with...
Employee engagement is not something that is done to employees – Interview with Kevin Kruse
Podcast: Download (Duration: 35:25 — 32.4MB) Following on from my recent interview, Social Business: walking the talk and debunking some of the myths: Interview with...
4 Ways Technology Can Improve Customer Service
This was a post that was originally posted on the Biztech magazine site in early July but I thought that I'd share it here...
Making your customers successful is a great way to retain them – Interview with James Freedman, CEO of Zone
This is the tenth in a series of interviews with CEOs that were included in a book I wrote in late 2010 called RARE...
Customer Service: Here’s Some Tips on How to Ensure Self-Service Success
Back in April Lauren Carlson, a CRM Market Analyst at Software Advice, provided a guest post (Five Great Customer Service Apps for Mobile) whilst...
Social Business: walking the talk and debunking some of the myths: Interview with Will McInnes of NixonMcInnes
Podcast: Download (Duration: 29:36 — 27.1MB) Following on from my recent interview, The customer service revolution is here and now – Interview with Mikkel Svane...
Word of mouth marketing and how to get bloggers talking about your business: Free Guide
Back at the end of March this year I published a post called: If you want to reach more customers then get your blogger...
Customer retention: Increase customer switching costs by doing something that is low revenue, constant but difficult to replace for...
This is the ninth in a series of interviews with CEOs that were included in a book I wrote in late 2010 called RARE...
Customer Feedback: Could we improve response rates by adding a question?
Barclays have been in the news a lot lately but this post is not about their transgressions. What it is about is an online...
We should not pursue employee engagement for engagement’s sake
I was approached recently by a large organisation to go and talk to them about 'Engagement'. The issue that they were having was that...
The customer service revolution is here and now – Interview with Mikkel Svane CEO of Zendesk
Podcast: Download (Duration: 23:18 — 21.3MB) Following on from my recent interview, Reinventing customer experience in the legal sector – Interview with Karl Chapman of...
Customer loyalty comes from loving your business and having pride in doing the best that you can
This is the eighth in a series of interviews with CEOs that were included in a book I wrote in late 2010 called RARE...
Ignoring complaints on social media may be deafening your customers
I read an article recently on TechRadar's site (70% of customer complaints on social media ignored: Marketing ignores 70% of social media complaints). Now,...
Reinventing customer experience in the legal sector – Interview with Karl Chapman of Riverview Law
Podcast: Download (Duration: 17:42 — 16.2MB) Following on from my recent interview, Extreme Trust and why it's important for your customers and your business –...
Accountants, Solicitors and Architects: Your customers are on social media looking for you. Where are you?
A few days ago there was an article that was posted on the Management Today website called: The top five professional services searched for...
Create an enjoyable customer experience and get a Net Promoter Score of 70%
This is the seventh of a series of interviews with CEOs that were included in a book I wrote in late 2010 called RARE...
Extreme Trust and why it’s important for your customers and your business – Interview with Martha Rogers and Don...
Podcast: Download (Duration: 25:32 — 23.4MB) Following on from my recent interview, The Twelve Absolutes of Leadership: Interview with Gary Burnison, CEO of Korn/Ferry International,...
Karen Millen, customer service and a lack of joined up thinking
This is a story from a friend of mine, Corinne Stuart, who is the founder of a private members business club called the 450...
You don’t retain your customers by ignoring them
Seriously good car insurance.....really? I find it amazing how some companies treat their customers. Particularly, those that are existing customers and have been for a...