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.
What would happen if contact centre agents salaries were doubled?
In the press recently there was a story about Seattle-based financial tech firm Gravity Payments CEO and founder, Dan Price, who recently announced that...
Advocate assisted commerce improves customer experience and drives business results – Interview with Scott Pulsipher of Needle
http://media.blubrry.com/adrianswinscoe/p/blogpodcasts.s3.amazonaws.com/ScottPulsipherNeedle010515.mp3 Podcast: Play in new window | Download Today’s interview is with Scott Pulsipher, President & COO of Needle, a US software firm that is…
A degree of humility always succeeds in business – Interview with Michael O’Leary of Ryanair
http://media.blubrry.com/adrianswinscoe/p/blogpodcasts.s3.amazonaws.com/MichaelOLearyCEORyanair110515.mp300:0000:0000:00 Podcast: Play in new window | Download Today’s interview is with Michael O’Leary, Chief Executive of Ryanair, a European low-cost airline, headquartered in Dublin,…
Is language a customer experience issue that you are overlooking?
We all know that when it comes to customer service and things start to get technical, it can be challenging to explain/find out exactly...
Customer feedback is the most effective way of improving the financial performance of a business – Interview with Guy...
http://media.blubrry.com/adrianswinscoe/p/blogpodcasts.s3.amazonaws.com/GuyLettsCustomerSure270415.mp3 Podcast: Play in new window | Download Today’s interview is with Guy Letts, founder and Managing Director of CustomerSure, a cloud based software firm…
Does Michael O’Leary really care about Ryanair’s customers, or is he just being pragmatic?
One of Europe’s leading low-cost airlines, Ryanair, has in recent years received more than it’s fair share of press coverage and attention. Much of...
Brands with purpose build better relationships with their customers – Interview with Jeremy Waite
http://media.blubrry.com/adrianswinscoe/p/blogpodcasts.s3.amazonaws.com/JeremyWaiteFromSurvivaltoSignificance230415.mp3 Podcast: Play in new window | Download Today’s interview is with Jeremy Waite, Head of Digital Strategy, EMEA @Salesforce Marketing Cloud. He joins me…
Are you disrespecting your customers and your employees?
Based on the Gallup World Poll, a huge study of over 800 thousand people across 158 countries, Weiting Ng of SIM University in Singapore...
Copying your way to increased innovation, creativity and competitive advantage – Interview with Mark Earls
http://media.blubrry.com/adrianswinscoe/p/blogpodcasts.s3.amazonaws.com/MarkEarlsCopyCopyCopy240415.mp3 Podcast: Play in new window | Download Today’s interview is with Mark Earls, a writer and consultant to business and government on marketing and…
A customer service apology worth celebrating
It’s customer service 101 that when a mistake has been made you should apologise for any inconvenience caused and then try and fix the...
Customer experience: UK brands are 2-3 years behind the US – Interview with David Conway of Nunwood
http://media.blubrry.com/adrianswinscoe/p/blogpodcasts.s3.amazonaws.com/DavidConwayNunwood090415.mp3 Podcast: Play in new window | Download Today’s interview is with David Conway who is a senior partner and Chief Strategy Officer at Nunwood,…
Scaling customer and employee trust – Interview with Peter Muhlmann of Trustpilot
http://media.blubrry.com/adrianswinscoe/p/blogpodcasts.s3.amazonaws.com/PeterMuhlmannTrustpilot020415.mp3 Podcast: Play in new window | Download View image | gettyimages.com Today’s interview is with Peter Mühlmann, Founder and CEO of Trustpilot. You might…
Customer experience vs. the customer’s experience: Is there a difference?
Over the last few days I’ve been to a few customer experience events, which included chairing a couple of sessions at a leading conference...
Text messaging: a customer service channel whose time has come – Interview with John Huehn of In The Chat
http://media.blubrry.com/adrianswinscoe/p/blogpodcasts.s3.amazonaws.com/JohnHuehnCEOInTheChat060315.mp3 Podcast: Play in new window | Download Today’s interview is with John Huehn, founder, President & CEO of In The Chat, a social media…
Is customer service going to get worse before it gets better?
View image | gettyimages.com A company’s ability to deliver excellent customer service is increasingly becoming a source of competitive advantage. However, two recently released UK...
Social listening could replace traditional voice of the customer methods – Interview with Dana Miller of Crimson Hexagon
http://media.blubrry.com/adrianswinscoe/p/blogpodcasts.s3.amazonaws.com/DanaMillerCrimsonHexagon270215.mp3 Podcast: Play in new window | Download Today’s interview is with Dana Miller, the SVP of Client Services at Crimson Hexagon, a social media…
Turning your customers into a horde of zombie loyalists – Interview with Peter Shankman
http://media.blubrry.com/adrianswinscoe/p/blogpodcasts.s3.amazonaws.com/PeterShankmanZombieLoyalists230215.mp3 Podcast: Play in new window | Download Today’s interview is with Peter Shankman, an author, entrepreneur, speaker, and worldwide connector. Peter joins me today…
Are you making it hard for your customers to give you feedback? – Interview with Gizlo
http://media.blubrry.com/adrianswinscoe/p/blogpodcasts.s3.amazonaws.com/EetuRaudasCEOGizlo180215.mp3 Podcast: Play in new window | Download Today’s interview is with Eetu Raudas, Eemeli Ahonen and Kalle Ek of Gizlo, a software company from…
A story about waiting for a prognosis and the patient experience
A close friend of mine, let’s call him Peter, is going through a very tough time right now with his health. I will not...
Behavioural science is a gold mine for service design and customer experience – Interview with Nicolae Naumof
http://media.blubrry.com/adrianswinscoe/p/blogpodcasts.s3.amazonaws.com/NicolaeNaumofItMakes_No_Sense090215.mp3 Podcast: Play in new window | Download Today’s interview is with Nicolae Naumof, an applied behavioural science specialist, who helps businesses to increase customer…