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.
Skepticism is rife and trust is not easily won but your people can help
photo credit: opensourceway Earlier today Edelman, the global PR form, launched the results of it's 2012 Trust Barometer. According to Edelman: "This year's survey is...
The link between customer experience and employee engagement: More art than science
photo credit: canonsnapper A couple of days ago I was asked to go and speak to a large financial services firm about engagement, both...
Customer loyalty schemes don’t create loyalty
Just before Christmas I saw an article on the Econsultancy blog: Loyalty schemes don't create loyal consumers, says Ipsos MORI. The post was based...
Customer Focus, Profitable and Growing Business AND a Great Place to Work: The ABC Building Blocks
Given that we are just entering a new year I thought I would give a little reprise to something I wrote just over 12...
Find out if your marketing and your business are saying the same thing to your customers and those around...
photo credit: Foxtongue Back in mid-November, my friend, David White across at Weboptimiser, asked if I would give my opinion on what I thought...
Small business, customer loyalty
photo credit: schnaars Over the last few months, I've had quite a few people, mainly PR folks, reaching out to me as part of...
Creating a great place to work is the best business investment decision you could ever make – Interview with...
Podcast: Download (Duration: 22:53 — 20.9MB) photo credit: InteliusGal Following on from my interview last month, What makes first direct so successful: Interview with…
Are you doing customer forecasting?
photo credit: borispumps A few month's ago Seth Godin wrote a post called Are you a scientist? In the post he talks about how...
Building a stronger organisational and business culture starts with No
photo credit: drinksmachine Recently, I came across an article in Strategy & Business by Booz & Company called The Global Innovation 1000: Why Culture...
Where to start when building a great customer centric business?
photo credit: Matt loves kicks Last Thursday, I was in the midst of hosting RARE Forum, a new type of event that explored the...
Building a customer centric business only starts with asking for your customers opinions or feedback
photo credit: gatogrunge It's been a while since I wrote about customer surveys and feedback. Almost a year, in fact. Here's a few of...
#Likeminds – Innovation and Opportunity – How to best lose your customers! – Great ideas, insight and time to...
photo credit: Adam Tinworth Last week I was lucky enough to attend the Likeminds conference in Exeter. If you haven't heard of Likeminds then...
Why do some businesses get more flack on social media than others?
photo credit: flydime Why do some businesses get more flack on social media than others? A couple of months ago, I read an article on...
What makes first direct so successful: Interview with their new CEO Mark Mullen
Podcast: Download (Duration: 25:38 — 23.5MB) photo credit: First Direct It's been a while since I posted an interview here on the blog. This one…
British Airways and using suppliers to deliver your customer experience
photo credit: sebastien.barre As some of you may have noticed (or not) I was away on holiday last week and we flew back into...
Lessons from the GB cycling team for all in customer experience?
photo credit: Tompy Maz Iqbal over at The Customer Blog has started to question the use of the label 'customer experience' in a recent...
300 not out – Content isn’t king
photo credit: Will Lion When I realised that this was going to be my 300th blog post since I started posting in November 2009,...
What is a Chief Customer Officer: Interview with Vala Afshar of Enterasys
Podcast: Download (Duration: 30:27 — 27.9MB) photo credit: gxti This is the fourteenth in the series of interviews with business leaders in the 'customer' space,...
Customers and getting attention on Twitter for your business?
photo credit: Panoramas I must say that I really like the infographics that have exploded onto the web in recent years. They are a...
Brand extension or extension of trust?
photo credit: birgerking Over the summer, I've seen a few things that have got me to thinking about businesses, their brands, relationships with existing...