Adrian Swinscoe

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 Scott out then you should. He along with Andrew Ellis organises the Likeminds conferences and community, which is making big...

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 shop-keepers for advice; Speak to a door-to-door salesman; We would look in one of the catalogues that my Mum used…

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 discussion to inform and scope a new joint project, initiated by a leading UK think tank and a Big Four...

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 is of a postcard-style direct mail piece that I received. Now, I don’t want to lambast the company involved but...

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 love its simplicity. Dennis’ background is that he worked (starting at the bottom and worked his way up) for the...

#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 that we are emerging from the recession (apparently), how fast we grow as businesses and an economy will largely be...

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 IBM (IBM Global CEO Study), which identified that CEOs and business leaders believe that their ability to outperform their market...

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 84% of customers would be prepared to pay 5% over the standard rate for a superior customer experience, 62%...

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 incentive programme in place. Right? I was speaking at an event for entrepreneurs the other day when as part of the...

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 its tyres can save you money. I have searched around the interweb to see if I can find it but...

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 and then I’ll explain: Are you a blogger? Do you want to be a blogger? Would you like to be…

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 Ebbinghaus. What the concept implies is that when people are asked to recall a list of items that are presented...

It starts before you hire them

I was walking along the street the other day and I spotted this advert. It made me do a double take for a number of reasons (company specifics deleted): This was an advert for a retail job and there is no mention of customer anywhere...

How you think about complaints will determine how you deal with them

How we think and feel about things can go a long way to explaining how we behave. For example, if you don’t like sales or networking or you find it hard to ask for help when faced with a problem there is a likelihood...

Growing or developing your business is like going to the gym

Growing  or developing your business takes thought, planning, effort and maybe a bit of pain, both emotional and physical. It’s a bit like being a gardener and wanting a great crop or training for a marathon. It just doesn’t happen by itself it takes...

Time to reboot your vision and your team?

Ever get that feeling that your employees are not really there and are itching to move on after some tough times and layoffs? (although the tough times may not be over yet). Is it that you’ve been focusing on tactics and survival for the last...

RARE Business has arrived (softly)

Well, it’s been a little while in the making but one of my big projects over the last year is now complete. I have finished writing my book and the hard copies arrived yesterday. I am very excited with the end product. Feedback already...

Are you creating the time and necessity to drive innovation?

Innovation, new ideas, new ways of doing things, better ways to engage with customers, better ways of working as a team, finding new markets, new partners, insights…..etc. All of these things can happen by themselves and often do. Like the time that you find yourself...

Employee motivation: Is the solution to treat them like customers?

In a recent article about employee motivation from HR Magazine called Employers face a challenge to retain their most talented employees, warns a Randstad survey, the article and survey talked about  how employers don’t really understand what motivates their employees, they are conscious of...

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...

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