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.
Social leadership and why the C-Suite has to go social – Interview with Ted Coiné and Mark Babbitt
Podcast: Play in new window | Download #182765845 / gettyimages.com Today’s interview is with Ted Coiné and Mark Babbitt, co-authors of a new book called:…
How to build a customer loyalty programme that works
Kasia Moreno, editorial director at Forbes Insights, wrote a post the other day called Why Do Companies Undervalue Customer Loyalty?, which recounted an all too...
Find and fix customer problems by hiring a Customer Advocacy Manager – Interview with Carey Smith and Dave Waltz...
00:0000:0000:00 Podcast: Play in new window | Download Today’s interview is with Carey Smith, founder & CEO (Chief Big Ass), and Dave Waltz, Customer Advocate,…
Moving from the era of CRM (Customer Relationship Management) to the era of CMR (Customer Managed Relationships) – Interview...
Podcast: Play in new window | Download Today’s interview is with Geraldine McBride, CEO of MyWave, a next generation CRM solution that puts the customer...
How not to handle the option to queue jump in customer service
Recently, EE in the UK introduced a new feature, called Priority Answer, that allows its customers to pay £0.50 ($0.81) to jump the queue...
Five key trends that will define the future of customer service – Interview with David Mattin of trendwatching.com
Podcast: Play in new window | Download #173966573 / gettyimages.com Today’s interview is with David Mattin, Head of Trends & Insights at trendwatching.com, who help…
Quantifying the business value of a great customer experience – Interview with Peter Kriss of Medallia
00:0000:0000:00 Podcast: Play in new window | Download #96631972 / gettyimages.com Today’s interview is with Peter Kriss, Senior Research Scientist at Medallia, whose software helps…
Proactive customer service will also make your employees happier
#119013893 / gettyimages.com I was reading an interesting article by psychologist Dr. Jeremy Dean on PsyBlog (The Simple Mindset That Makes Everyone Happier, All Around...
Big and little data, building trust and B2B marketing – Interview with Charlie Peters of Emerson
Podcast: Play in new window | Download #108370865 / gettyimages.com Today’s interview is with Charlie Peters, who is Senior Executive Vice President of Emerson, a…
Help your employees experience the sort of service you want them to deliver
#147217236 / gettyimages.com Recently I read an article by Xenia Carr-Griffiths in a newsletter from Hudson Walker International, a global luxury executive search and recruitment...
Business needs to be agile and customer centric if it is to avoid the coming customerpocalypse – Interview with...
Podcast: Play in new window | Download #200188893-002 / gettyimages.com Today’s interview is with Alan Trefler, who is the Founder and Chief Executive Officer of…
Would NPS be better if its scale only had three numbers?
A question I have been asking myself recently is: Would Net Promoter Score (NPS) be better if it’s scale only had three numbers? Now, before...
Successful innovation doesn’t have to involve a massive breakthrough in technology – Interview with Adrian Collins of bac< and...
Podcast: Play in new window | Download #171312360 / gettyimages.com Today’s interview is with Adrian Collins, the MD of Ziggurat Brands. Adrian joins me today…
How Brainshark got its customers talking about them
We all know how important positive word of mouth and advocacy is to the growth and success of a business. However, many businesses find it...
Customer engagement and lessons from the Scottish poet, Robert Burns – Interview with Jamie Anderson of SAP
00:0000:0000:00 Podcast: Play in new window | Download Today’s interview is with Jamie Anderson, Global Vice President Product Marketing, Customer Engagement & Commerce at SAP.…
Improve customer experience by surveying your customers quicker – Interview with Mark Smith of ContactEngine
Podcast: Play in new window | Download Today’s interview is with Dr Mark Smith who is CEO and co-founder of ContactEngine, a multi-channel, interactive contact...
Are you stopping some of your customers from doing business with you?
#96614904 / gettyimages.com I’m a big fan of the TV show Undercover Boss, whether it is the UK, the US, Canadian or Australian versions. What...
Should ‘Net Easy’ be your new customer service metric – Interview with Nicola Millard of BT
Podcast: Play in new window | Download #452369131 / gettyimages.com Today’s interview is with Nicola Millard, Customer Experience Futurologist at BT, where she heads up…
The unexpected new customer service channel
#175833954 / gettyimages.com I’ll bet we’ve all received ‘outbound’ text/SMS messages from various businesses to keep us updated as to the status of our parcel...
What drives customer loyalty – Interview with Steve Sims of Badgeville
00:0000:0000:00 Podcast: Play in new window | Download #107276982 / gettyimages.com Today’s interview is with Steve Sims, Chief Design Officer & Founder of Behavior Lab…