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.
Pay attention to earn more attention
photo credit: Will Lion Today I wanted to do a bit of a reprise of an old post: Is your marketing both interesting and...
Are you confused about content marketing?
photo credit: JMC Photos Content marketing is a word that is getting more and more attention lately. Wikipedia defines it as: "Content marketing is an...
Customer complaints are great: Interview with Michael Hill of complaintsrgreat
Podcast: Download (Duration: 28:07 — 25.7MB) photo credit: star5112 This is the thirteenth in the series of interviews with business leaders in the 'customer'...
What else can you do with customer testimonials?
A few weeks ago whilst at the UK Customer Experience Awards I bumped into Derek Williams of The Wow! Awards. I interviewed him here...
Social Objects for Marketing, Engagement & Change
Last night I was lucky enough to get an invite to the Social Object Soiree hosted by Hugh Macleod and Mark Earls. I've been following...
Empathy and customer experience
photo credit: geofones I was lucky enough to get invited to be a judge at the UK Customer Experience Awards (www.uk-ce-awards.co.uk) about ten days...
Does your CEO deal with customers directly?
photo credit: Ingrid Sørensen Last week, I got a call from CEO of WinWeb, fellow blogger at The Small Business Blog and friend, Stefan...
Is Twitter about to grow up as a customer service channel?
Yesterday I read a really interesting article on Mashable: Twitter Begins Allowing Direct Messages With Verified Accounts Sans Following Back. The original article was from...
Your new customer service and growth strategy: Add enthusiasm, smiles and frendliness
I received an email the other day from Stacey across at The Wow Awards letting me know who their finalists were this year. You...
How to Build Community
Recently, I've been reading and thinking a lot about communities and their application in business. This goes back to Robin Wight's talk at the...
Personal Engagement: Do you have a business full of Jekyll and Hydes?
Over the last few weeks, I've been thinking about the following question and if the idea behind it is true or not: "Why do we...
Social CRM, Customer Centric and Agile Business:Interview with Laurence Buchanan
Podcast: Download (Duration: 31:01 — 28.4MB) This is the twelfth in the series of interviews with business leaders in the 'customer' space, leading authors, thought...
Bill’s Customer Experience: I preferred them before they were famous
I was on the train the other day when I noticed a review in The Metro as I was flicking through it. Now, I...
Adobe, Customer Experience Management (CEM) and fear in the boardroom – Interview with Rob Pinkerton
Podcast: Download (Duration: 28:52 — 26.4MB) This is the eleventh in the series of interviews with business leaders in the 'customer' space, leading authors, thought...
Is there hope for IVRs and better customer experiences in interactions?
Podcast: Download (0.0KB) I don't know about you but when faced with an IVR system (Interactive Voice Response system), you know then ones where you...
Making Britain more enterprising – Interview with Duncan Cheatle
Podcast: Download (0.0KB) This is the tenth in the series of interviews with business leaders in the 'customer' space, leading authors, thought leaders and general...
When it comes to social media, do brands really understand what their customers want?
Earlier this year (Feb 2011) the IBM Institute for Business Value published a new piece of research: From social media to Social CRM: What...
Beyond the Familiar – Long-Term Growth, Customer Focus, NPS and other reflections: Interview with Professor Patrick Barwise
Podcast: Download (Duration: 1:05:18 — 59.8MB) This is the 9th interview of this year and I think you are in for a treat. Today's interview...
What can customer experience learn from the debate between Keynes and Hayek?
Originally, I trained as an economist (forgive me!). However, recently I saw the video below which I thought was fantastic and encapsulates the debate...
Help the people of Britain save a million hours in the month of May
Back at the beginning of April, I conducted an interview: Interview and customer service stories with Michael Heppell, where Michael shared a number of...