Adrian Swinscoe

What’s going to make you stand out?

I've had a couple of conversations over the last couple of weeks that have concerned strategy, what it is and what businesses and/or people need to do to get a good one. The first conversation was with my friend, Mark, who was telling me about...

Interview and customer service stories with Michael Heppell

Today, as part of the interview series, it is my pleasure to welcome Michael Heppell to the blog. When I spoke with Michael we talked at length about all sorts of things and most of the best bits were in the stories that Michael...

Reconnecting with old customers is better when it has context

I've been away for a few days but whilst I was away I received an email on Friday from Reid Hoffman, Co-founder and Chairman of LinkedIn. As it turned out I, along with another one million lucky souls, received the same email. Frank Reed across...

Customers don’t trust us. If they did they’d share us more.

About 3 weeks ago i wrote a post called How Consumers Give Feedback, which featured some research from Bruce Temkin across at the Temkin Group, a US a customer experience research and consulting firm. One of the stand out things of the research, for me,...

Do Grameen Bank and Facebook offer lessons on how to scale a customer centric...

This is one of my favourite quotes of all time: "You can have everything you want in life if you will just help enough people get what they want' Zig Ziglar from his 1975 book 'See You At The Top' So, when I heard the…

Give your customer loyalty bounce by managing customer complaints better

I was preparing recently for an upcoming client seminar on how their service strategy and how they manage complaints should be an essential part of their growth strategy. We all know about complaints that we actually get and I have shared a few thoughts on...

Is simplicity at the heart of your customer experience?

Charles Mingus, the legendary jazz bassist once said: "Making the simple complicated is commonplace; making the complicated simple, awesomely simple, that's creativity." and The Roman orator Cicero said: "Please forgive me for writing such a long letter, I didn't have time to write a short…

How Consumers Give Feedback

I've just seen some really interesting results in an article in the March Edition of The Customer Experience Journal from Bruce Temkin across at the Temkin Group, a US a customer experience research and consulting firm. The article is a digest of stuff that is...

Recruit the best employees, and the customers will recruit themselves.

Over the last couple of days, I have been thinking about businesses that I have experienced before and what I have liked about them, what made them great and what made me want to use them again. Pondering this, a memory of a time...

What kind of customer loyalty and retention programmes can small and medium sized businesses...

A few days ago I saw a question on Focus.com: What kind of loyalty programs can small and medium sized businesses easily implement? After seeing the question, I headed over there and left an answer: "One of the very simple things that I have found…

Customer Experience, Back to Basics and Creating a Customer Focused Business – Interview with...

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Is your marketing both interesting and interested?

I was talking about the changing nature of marketing the other day with a client and were talking about how it is getting harder and harder to generate results via traditional approaches to marketing these days. Luckily, he is now a client and we...

Social Media has Revolutionized Customer Service Forever

This piece was originally posted on Focus.com, where they asked me to write a piece on 'Social Media has Revolutionized Customer Service Forever'. I thought I'd share it with you here too as you may or may not have seen it, I quite...

Leadership, social media, community and other stuff – Interview with Scott Gould of Likeminds

Today is the second video interview in my series of interviews with leading authors, thought leaders and general all round good guys and gals. Previously, I spoke to Chris Ducker of Virtualbusinesslifestyle.com about blogging, business, outsourcing and other stuff but today I want to introduce...

Shackled by the skills crunch, a fish (business) rots from the head down

Today I wanted to share with you a startling set of results that recently came out of the Institute of Directors (IoD) and a phrase that can help us think about how we go about applying this to our businesses. The results of the survey...

Blogging, business, outsourcing and other stuff – Interview with Chris Ducker of Virtual Business...

Today is an exciting day as today is the next in the interview series and the first video interview of the series So, without further ado I'd like to welcome Chris Ducker of Virtualbusinesslifestyle.com, a top blog with a sub 100,000 Alexa ranking. Chris...

By understanding their customer journey, Tesco’s iphone app will help them win more customers

I was watching the TV the other day and saw the following ad from Tesco's. It's part of a series of ads that follow the shopping and life adventures of a fictitious family. Most of the time I end up heading for the kitchen...

Duncan Bannatyne and TripAdvisor’s boxing match

There's been a hilarious story floating around the UK media for the last couple of days about Duncan Bannatyne wigging out over a negative review that has appeared on TripAdvisor for one of his hotels. The review compared one of his hotels to something...

Is customer service bad in the UK and is it a class thing?

A shorter post today as I wanted to ask your advice and opinion on something. A couple of days ago I saw an article: Why is service still so bad in the UK? on the BBC website, which is linked to a new reality/documentary series...

I’m confused. Why do most CEOs not get employee engagement?

If we look at successful companies Zappos or Southwest Airlines in the USA or John Lewis and First Direct in the UK, to name but a few, it's clear to see that in order to create more customer centric, customer responsive, customer service lead...

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