Adrian Swinscoe

60% of your customers are killing you with their silence

The sign and strength of a great company can often be determined by the number of referrals that it gets from its customers. However, there are many companies out there that are great but don’t get the number of referrals that they would like or...

Consumers, customers and clients: The same or different in your business?

A photo of an old ipod and an ipod nano. The same or different? For some they would say they are different but for others they would say they are the same. Much of your answer will depend on your situation. A similar same or…

Is Nick Clegg about to learn a big lesson about leadership and partnerships?

Here in the UK this weekend, the Liberal Democratic conference kicks off and runs for the next four days in the face of falling poll ratings and growing disquiet amongst Liberal Democratic party members about the policies and direction the new coalition government is...

Delivering Happiness

I read this book recently and it blew me away. It has taken the US by storm and made it to Number 1 on the New York Times bestseller list. If you are at all interested in building better relationships with your customers, better...

Improve customer service by getting back to basics

I was talking to a roomful of business owners today about ‘Growing your business through your customers and better service’ and during the presentation we talked about a the changing nature of doing business and a number of reasons of why customers leave. According...

Are your customers your teachers too?

I started my career as a teacher, teaching economics, business and mathematics, and during my (short) career as a teacher I learned a couple of things: The teacher learns just as much from the student as the student learns from the teacher. ...

What can modern business learn from the Little Black Dress?

I was reading the book Rework by the guys over at 37signals.com the other day and p.83 struck me.  On that page they were talking about the way that we, when faced with a problem, tend to throw more resources, time, money or people...

What can we learn from pyramids about improving communication and writing proposals?

What can we learn from pyramids about improving communication and writing proposals? Well, nothing really. However, Barbara Minto an ex-McKinsey consultant did write a book a few years ago called the Pyramid Principle, which summarised a really straight forward way of structuring your proposals, pitches,…

Customer experience: Make it easy and then surprise me

Customer experience: Make it easy and then surprise me In a post I wrote in early August (Delight is over-rated, less customer effort is better) I wrote about a new tool called Customer Effort Score, which focuses on measuring how you can reduce a customers...

Measuring employee engagement – don’t overthink it

Employee engagement is one of the key elements of building a successful and thriving business. It’s the bed-rock of getting things done, great customer service, repeat business and sustainable growth. This post started out as as an answer to a question on Linked In. The...

Social media is not free

This post follows on from a post that I wrote a couple of weeks ago called Social Media: Are you a chicken or a pig? and expands on part of a list post that I wrote back in June called Social Media for...

Lessons about growing your business from a VW camper van

I’m now back after being away for a week and I wanted to share a couple of reflections about what I learnt from our trip and what that means for growing your business. Brian (above), our camper van, took really good care of us and...

Time Management: 3 tips on managing your time to be more successful

One of the things that I often hear when speaking at events, working with clients or out networking with business colleagues is….. ‘That’s all well and good, Adrian, but where am I going to find the time to do all that?” People often complain that…

Are you asking your customers or people to do things that you would not...

I was reflecting the other day on something that my father said to me more than 25 years ago when I asked him about management and managing people. What he said to me has stayed with me to this day. At the time he...

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