Adrian Swinscoe

TOMS Shoes and United Business Machines: Causes, customer retention and word of mouth marketing

I'm a great believer that businesses can be a force for good and that by giving back to your community or those in need that it can deliver benefits far beyond those felt by the recipients of any giving. Back in September last year I...

Is your marketing sticky enough? – Interview with Grant Leboff

Podcast: Download (Duration: 29:55 — 34.2MB) Late last month, I wrote a post called Three strategic pillars for 2011, where I explained the different themes I would be pursuing on the blog over the course of the year. One of them – Curate – was...

Customer Experience, Everything counts, Depeche Mode and Big Hair

Over the course of the last few years (some argue as many as the last ten years) there has been a revival of interest in the 1980s electronic music scene. I must say that I haven't been disappointed as I grew in that period,...

Giving your customers more choice is a good thing. Or is it?

When thinking about growing your business or developing your customer base, one of the most common strategies that companies employ in order to drive growth or increase customer spend is to offer their customers greater choice and more options. I was thinking about that over...

Could you use the idea of telephone trees in social media to drive your...

I was watching a film that we received from Lovefilm the other day. The film was Milk, which is the story of Harvey Milk, and his struggles as an American gay activist who fought for gay rights and became California's first openly gay elected...

Make it easy for your customers to give feedback or offer suggestions

This is something that I saw when Hana and I were out shopping the other day for food. Now, I applaud the different efforts companies make to engage and garner feedback from their customers……. but, for me, there was something wrong with this picture. Here's...

Bet you don’t have a 2011 word of mouth marketing strategy

Right about now, if you are anything like me, you are using this time between Christmas and New Year to do some planning and research and finish off preparations for marketing and developing your business over the course of 2011. However, in the mix of...

What can UK businesses learn from US data about their customers?

Earlier this month, the Pew Internet Project, which is an initiative of the Pew Research Center in the USA, released a new report called: Generations Online in 2010. The report aims to survey and collect data about what people are doing online across different generations...

Why cruise holidays and social media are made for each other?

I had the opportunity to listen in to a webinar the other day that was hosted by the Institute of Customer Service. The webinar featured Mark Pilkington, who is the Head of Sales for Complete Cruise Solution, who run P&O Cruises, Princess Cruises and...

Customer service, flexibility and a disastrous situation

Today's post is about joined up thinking in customer service and it's impact on a disastrous situation. The post features a story that a friend of mine told me about a customer experience that he and his wife recently had at a restaurant and...

How to move your business planning up a gear for 2011

It's getting to that time of the year when we are heading towards the Christmas and New Year period. If you are a retailer (online or offline) then this is probably the busiest time of the year for you. However, for many businesses things...

Are you turning your hunches into great ideas?

Remember the old saying? Two heads are better than one Well, recently, I watched an animated summary of Where Good Ideas Come From by Steven Johnson (see video below), which gave new meaning to this saying if we think about how we innovate and create…

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 about the book, the philosophy and the future plans that we are currently developing (more on that later). Anyway, our chat...

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 learning curve for me……. about blogging, customer centric growth, expressing ideas, writing, social media and all things business and web...

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 customers enough, in the right way or make their surveys too long or complicated and then complain that they don't...

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 open and transparent, particularly about the 'warts' or fears that exist in most industries, can be a great way of...

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 my favourites phrases relating to business and management. It is also one that I have used many times in client...

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 is attributed to Oliver Cromwell when he was sitting having his portrait painted back in 1660. You can read…

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 in and out of. For me, it's not a page turner it's a thinker, if you know what I mean. Anyway,...

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 people, who we know and why people would want to do business with us. If that is so, and Linked In...

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