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.
Do leaders need to drink more to increase employee engagement?
Here in the UK we have been lucky to have a couple of bank holidays aka long weekends over the last couple of weekends....
Customer Service, Customer Experience and Measuring How Your Company Feels: Interview with Derek Williams of the Wow! Awards
Podcast: Download (Duration: 39:27 — 45.1MB) Earlier this year, I published a post called The Wow! Awards – The missing key to employee engagement...
The growing search for human contact in customer experience and customer service
Over the last few weeks, I've had a couple of conversations with the folks across at Adobe about what they are up to in...
Why are UK companies a long way behind their US counterparts when it comes to engaging with their customers...
Often I hear complaints from companies in the UK that they are finding it increasingly hard to keep up and to engage with their...
What’s going to make you stand out?
I've had a couple of conversations over the last couple of weeks that have concerned strategy, what it is and what businesses and/or people...
Interview and customer service stories with Michael Heppell
Today, as part of the interview series, it is my pleasure to welcome Michael Heppell to the blog. When I spoke with Michael we...
Reconnecting with old customers is better when it has context
I've been away for a few days but whilst I was away I received an email on Friday from Reid Hoffman, Co-founder and Chairman...
Customers don’t trust us. If they did they’d share us more.
About 3 weeks ago i wrote a post called How Consumers Give Feedback, which featured some research from Bruce Temkin across at the Temkin...
Do Grameen Bank and Facebook offer lessons on how to scale a customer centric business?
This is one of my favourite quotes of all time: "You can have everything you want in life if you will just help enough people...
Give your customer loyalty bounce by managing customer complaints better
I was preparing recently for an upcoming client seminar on how their service strategy and how they manage complaints should be an essential part...
Is simplicity at the heart of your customer experience?
Charles Mingus, the legendary jazz bassist once said: "Making the simple complicated is commonplace; making the complicated simple, awesomely simple, that's creativity." and The Roman…
How Consumers Give Feedback
I've just seen some really interesting results in an article in the March Edition of The Customer Experience Journal from Bruce Temkin across at...
Recruit the best employees, and the customers will recruit themselves.
Over the last couple of days, I have been thinking about businesses that I have experienced before and what I have liked about them,...
What kind of customer loyalty and retention programmes can small and medium sized businesses easily implement?
A few days ago I saw a question on Focus.com: What kind of loyalty programs can small and medium sized businesses easily implement? After seeing...
Customer Experience, Back to Basics and Creating a Customer Focused Business – Interview with Syed Hasan of Responsetek
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Is your marketing both interesting and interested?
I was talking about the changing nature of marketing the other day with a client and were talking about how it is getting harder...
Social Media has Revolutionized Customer Service Forever
This piece was originally posted on Focus.com, where they asked me to write a piece on 'Social Media has Revolutionized Customer Service Forever'....
Leadership, social media, community and other stuff – Interview with Scott Gould of Likeminds
Today is the second video interview in my series of interviews with leading authors, thought leaders and general all round good guys and gals. Previously,...
Shackled by the skills crunch, a fish (business) rots from the head down
Today I wanted to share with you a startling set of results that recently came out of the Institute of Directors (IoD) and a...
Blogging, business, outsourcing and other stuff – Interview with Chris Ducker of Virtual Business Lifestyle
Today is an exciting day as today is the next in the interview series and the first video interview of the series So, without...