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.
Personal engagement develops loyalty and trust.
This is the sixth of a series of interviews with CEOs that were included in a book I wrote in late 2010 called RARE...
Customer Service: Which Retail Banks are Most Responsive on Twitter – Brandwatch study
This was a guest post that I did for Brandwatch, the social media and monitoring tools business, and originally appeared on their blog here....
Connecting the dots of word of mouth, customer loyalty and customer service
A recent piece of research from Clickfox got me to thinking about word of mouth, customer loyalty and customer service and if we should...
Focusing on customer loyalty has allowed us to fundamentally change our business model
This is the fifth of a series of interviews with CEOs that were included in a book I wrote in late 2010 called RARE...
The Twelve Absolutes of Leadership: Interview with Gary Burnison, CEO of Korn/Ferry International
Podcast: Download (Duration: 22:16 — 20.4MB) Following on from my recent interview, The emotional component of customer experience: the next competitive battleground – Interview with...
The Big Talk and Little Talk of Word of Mouth Marketing Strategy
Word of mouth marketing is a powerful weapon in any growth strategy. However, many people struggle to generate good word of mouth as hard...
Queuing for customer service from a call centre is rubbish. No more?
In an ideal world when we have a problem with something we have bought most of us still would prefer it if we could...
Great customer service and customer experience requires emotional intelligence (EQ) – Interview with Jo Causon of The Institute of...
Podcast: Download (Duration: 28:11 — 25.8MB) It's been a wee while since I've published an interview here on the blog. So, following on from the...
Having everyone involved in customer service helps create a better customer experience
This is the third of a series of interviews with CEOs that were included in a book I wrote in late 2010 called RARE...
If you want to reach more customers then get your blogger outreach programme in shape
This post came about following my own experience and conversations with @adders and @thepaulsutton regarding PR agencies, blogger relations and blogger outreach. We live in...
Change is happening in the legal sector, law firms need to pay heed and deliver a better client experience...
Law firms have been getting a lot of attention in recent weeks. Whether it is about the level of service they provide to their...
Honesty and transparency with clients and prospects builds better retention and loyalty
This is the second of a series of interviews with CEOs that were included in a book I wrote in late 2010 called RARE...
Handling customer service complaints is good, handling different types of people is better
Customer service can be improved not just by learning how to handle complaints better but also by learning how to handle different types of...
Customer Service lessons from Brailsford and Team GB cycling
photo credit: AndyCunningham Continuing on from my last post (Great customer service and experience is a lot about listening and then doing the things...
Great customer service and experience is a lot about listening and then doing the things that you are not...
I haven't posted for a few days as I've been away in Marrakech with Hana following our wedding last week. So, today after arriving back...
Longevity of ownership and staff service are two main keys to building customer retention and loyalty
photo credit: s_falkow In late 2010 I wrote a book: RARE Business which was a collection of thoughts, ideas and strategies to help businesses...
What’s the RoI of your customer retention programme?
Business growth generally boils down to two things: How many new customers you can acquire (customer acquisition); and How long you can keep your existing…
Connect with your customers – Research provides clues
photo credit: …-Wink-… I was browsing the other day when I came across this article on Mashable: Want People to Return Your Emails? Avoid...
Is social customer care a good form of the ‘tail wagging the dog’?
photo credit: lotje Below is a twitter exchange that I had in the last couple of days with the folks across at Frog Solutions. I...
Executives are customers too. So, why the perception gap on what influences brand, reputation and trust?
photo credit: hunter.gatherer A few days ago across at Marketing Pilgrim, Cynthia Boris wrote 70 Percent of Consumers Won't Buy from a Company They...