Adrian Swinscoe

Is your brand like Brighton Rock?

Yesterday I caught up with Jim Prior of The Partners (http://www.the-partners.com/), who I was lucky enough to interview for RARE Business. We were chatting...

Back to the Future: The Future’s Bright, The Future’s Social #likeminds

Today is the one-year anniversary of this blog give or take a few days. Phew! That year flew by really quick. It’s been a huge...

If we are not willing to be honest as customers how can we expect...

Today I wanted to tell you a story about customer surveys. Normally, I write about how I think many businesses either don't survey their...

What icebergs can teach us about real and lasting change in business

In a recent post Build authority and trust with your customers by talking about your industry 'Warts and all', I talked about how being...

We need leadership at all levels to grow and create momentum

Management is doing things right; Leadership is doing the right things. This quote is from Peter Drucker, a legendary business thinker and is one of...

Build authority and trust with your customers by talking about your industry ‘Warts and...

Have you ever heard the phrase 'Warts and all'? What it means is: 'Tell me everything and don't leave out the less appealing bits'. The origin...

The scrunched up nose danger of the upsell or cross-sell

I am reading Andy Sernovitz's Word of Mouth Marketing at the moment. It's a really interesting book full of ideas that you can dip...

It’s not the size of your LinkedIn network that counts it’s what you do...

Social networks, like Linked In, are becoming a great way of building networks and can be our 'window' into who we are as business...

Is the heart of leadership in the details?

About a week ago I got involved in a discussion in the comments of a Scott Gould post about leadership. NOTE: If you haven't checked...

Deliver a customer experience that matches your customers journey

When I was a child, if we wanted to buy something new then we would: Go shopping down the local high street and ask the...

What is Good Growth? #sme

Today, I want to ask for your help and your opinion. The reason is that I have been invited to participate in a private roundtable...

Is your marketing sending out mixed messages to your customers?

Today’s post features something that arrived through my letter box the other day that I want to use to illustrate a point. The image below...

Simple steps for building a customer service led culture from one of the world’s...

I came across this video from Dennis Snow at his blog the other day and I thought I’d share it with you as I...

#1 of 10 ways to build a culture of innovation and creativity

Earlier this year I wrote a post called Here Are 10 Things You Can Do to Foster a Culture of Innovation and Creativity… Now...

8 steps to building better relationships with your customers

In a recent post, Small business can and will win the race to focus on the customer I talked about a recent survey from...

Who says people won’t pay more for a better customer experience?

In a recent article on mycustomer.com, Right Now CEO Greg Gianforte quotes an interesting new poll from Harris Interactive, where: According to the research, some...

Referral incentive programmes or gifts or both?

Referrals are every entrepreneurs dream way of growing their business and you can get a steady stream of referrals if you have the right...

Mistruths are no way to build trust with your customers

Over the course of the last couple of weeks I have seen a Bridgestone advert floating around the TV advertisement space saying that choosing...

Building a blogging comment community

This post is a little left field today but it is something that I’d like your help with. Let me start with a question first...

Customer relationships and the primacy and recency effect

There is a concept in psychology called the serial position effect (also called the primacy and recency effect) that was first coined by Hermann...

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