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.
How Small Changes To A Retailer’s Customer Experience Generated Big Results
Back in September there was a story from The Grocer called: Iceland: ‘customer engagement scheme is paying off’, which showed how Iceland, a UK...
Does your customer experience support customer success and low-effort? – Interview with David Lloyd of Intelliresponse
Podcast: Play in new window | Download Today's interview is with David Lloyd, who is CEO of Intelliresponse, a leading provider of virtual agent technology...
One firm that tells it’s customers ‘Be nice or pay the price’
Have you seen the image above? I picked up on the story behind the image from an article on Springwise in late December. The story...
Delivering first-class customer service – a law firm’s perspective – Interview with QuastelMidgen
Podcast: Play in new window | Download Today's interview is with Michael Haringman and David Quastel of QuastelMidgen, a law firm in London. Michael is...
Improve your social customer service, by all means, but improve your operations first
Just before Christmas a friend of mine tweeted me the following: One for your blog @adrianswinscoe how not to manage a facebot page https://t.co/2bE3MYpIeO On…
Looptail and changing the world through fully engaged employees and customers
Podcast: Play in new window | Download Today's interview is with Bruce Poon Tip, founder of G Adventures and the Planeterra foundation. Bruce recently had...
A story about transparency, commitment, customer service and a promise
Today I want to tell a story about a firm that not only talks about the importance of customer service and doing it well...
Improve employee engagement and customer service through the use of humour – Interview with Dave Keeling
Podcast: Play in new window | Download Today's interview is with Dave Keeling, who is 6' 2", ginger, a professional actor and has been a...
Real life lessons on how to build a social business – Interview with Bian Salins
Podcast: Play in new window | Download Today's interview is with Bian Salins, Head of Social at Now TV, BSkyB. I was introduced to Bian...
Removing the ‘friction’ from the last mile of customer service – Interview with Yuval Brisker of TOA Technologies
Podcast: Play in new window | Download Today's interview is with Yuval Brisker, the co-founder of TOA Technologies, which was picked in October 2013 as...
Why a Trusted Workforce Holds the Key to Profitability
A couple of weeks ago, Ken Myers wrote a guest post called: Want Happy Customers? Cultivate Happy Employees. In the post, he articulates what...
Bad Corporate Behaviour Impacts Customer Experience
This post originally appeared on my Forbes column here. Your customer experience or the service you deliver is not just about how your employees treat...
Customer service done different and fast reinvention of a faceless product category – Interview with Craig Dubitsky of hello
Today's interview is with Craig Dubitsky, the founder and CEO of hello products. They first came to my attention when I heard that Craig...
A Story Of Poor Customer Service And How To Fix It
This post originally appeared on my Forbes column. A few months ago the Consumerist.com website posted a story: To Resolve Some Customer Service Problems, Just...
The Tools To Deliver Amazing Customer Service Every Time – Interview With Shep Hyken
Podcast: Download (Duration: 34:05 — 31.2MB) Today's interview is with Shep Hyken, a customer service expert, professional speaker and bestselling author who works with companies...
Improving Government By Solving Complaints Is Good, Solving The ‘Silent’ Complaints Is Better
/> Recently, I read an article on the BBC site about how UK Cabinet Office minister Oliver Letwin wants to transform a large amount of...
Smart proactive customer service that delivers results – Interview with Jim Dicso of SundaySky
Podcast: Download (Duration: 16:14 — 14.9MB) Today's interview is with Jim Dicso, President and Chief Revenue Officer of SundaySky, which has pioneered technology that allows...
Doing Well, Doing Good And Learning The Lesson Of The Orangutan – Interview with Ken Olisa of Restoration Partners
Podcast: Download (Duration: 35:19 — 32.3MB) Today's interview is with Ken Olisa OBE, who is the founder and Chairman of Restoration Partners, a boutique technology...
Is Ryanair like Darth Vader when it comes to customer service?
There was a story in the press recently about Ryanair, one of Europe's leading low-cost airlines, about how the CEO, Michael O'Leary, is going...
Employee engagement is like rolling a snowball uphill – Interview with Peter A. Hunter
Podcast: Download (Duration: 48:36 — 44.5MB) Today's interview is with Peter A. Hunter, an author and leading authority on employee engagement. Following an exchange on...