Adrian Swinscoe

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...

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,…

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