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Marketing Requires Not Just New Tools and Skills But New Attitudes –...

 Today’s interview is with Dee Blick, bestselling business author, marketing consultant and Fellow of the Chartered Institute of Marketing. She agreed to join me to talk about her new book: The 15...

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A Story About The Benefits Of Proactive Customer Service

This post originally appeared on my Forbes.com column. Earlier this week I wrote Customers Want Companies To Be Proactive When It Comes To Customer Service on the back of a chat I recently had with...

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Delivering Effective Social Customer Service – Interview with Carolyn Blunt...

Today’s interview is with Carolyn Blunt and Martin Hill-Wilson, authors and leading experts in the field of customer service and social customer service. They agreed to join me to talk about their new...

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Proactive Customer Service Starts With Changing Your Mindset

This post originally appeared on my Forbes.com column. Too many companies assume that all they need to do to enact proactive customer service is to buy some new technology. The reality is that making...

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Leading A Renaissance in English Whisky – Interview with Andrew Nelstrop

Today’s interview is with Andrew Nelstrop, the Managing Director of English Whisky, who are the 1st registered whisky distillery in England in over a century. He shares some insights into his...

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The Often Forgotten Part Of The Customer Service Or Customer Experience Process

As part of the process of writing my blog posts, I often scour the web to find articles and resources that serve as inspiration or ideas for my posts. Once found, I often add them to Evernote and then...

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How to create a successful, mission driven business in a profit driven world...

Today’s interview is with Seth Goldman and Barry Nalebuff the co-founders of Honest Tea. Today they join me to talk about their new book (Mission in a Bottle: The Honest Guide to Doing Business...

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The quality of customer service, customer experience and office design – is...

Here’s some insights and research that I’d like you to consider: One, the world is full of different types of people, both introverts and extroverts. According to Susan Cain, the author of Quiet: The...

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Deliver great customer experience by including your customers – Interview...

Today’s interview is with Mark Hurst, who founded Creative Good in 1997, a New York based consulting and services company focused on the customer experience. Today, he joins me to talk about his new...

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It Is A Mistake To Delegate The Responsibility Of Connecting With Your End...

I’ve been away on holiday for a few days and have just returned. Whilst I get back up to ‘speed’, I’m posting this piece that originally appeared on my Forbes.com column a couple of weeks ago as a...

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Learning from the university of the customer and the co-worker – Interview...

Today’s interview is with Kevin Kelly, is a leading authority on the success principles of entrepreneurship, leadership, sales and motivation. Already a best selling author, he joins me today to talk...

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Content marketing and relationships with customers – what can we learn from...

The other day a friend of mine made me aware of the video below. It’s quite funny, very much ‘tongue in cheek’ and worth a watch. In short, it compares how using good content marketing techniques can...

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Employee engagement is like rolling a snowball uphill – Interview with Peter...

Today’s interview is with Peter A. Hunter, an author and leading authority on employee engagement. Following an exchange on the Engage For Success LinkedIn group, I arranged to have a chat with Peter...

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Is Ryanair like Darth Vader when it comes to customer service?

There was a story in the press recently about Ryanair, one of Europe’s leading low-cost airlines, about how the CEO, Michael O’Leary, is going to start changing their culture to make them more...

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Doing Well, Doing Good And Learning The Lesson Of The Orangutan – Interview...

Today’s interview is with Ken Olisa OBE, who is the founder and Chairman of Restoration Partners, a boutique technology merchant bank that provides advice to technology firms. Restoration Partners, by...

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Want Happy Customers? Cultivate Happy Employees

In the rush to increase customer satisfaction, many companies forget about their most valuable asset: their employees. While marketing promotions may get customers in the door, a happy employee keeps...

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Smart proactive customer service that delivers results – Interview with Jim...

Today’s interview is with Jim Dicso, President and Chief Revenue Officer of SundaySky, which has pioneered technology that allows firms to deliver personalised videos to their customers in real-time....

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Improving Government By Solving Complaints Is Good, Solving The ‘Silent’...

Recently, I read an article on the BBC site about how UK Cabinet Office minister Oliver Letwin wants to transform a large amount of the UK’s public services, particularly the National Health Service...

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The Tools To Deliver Amazing Customer Service Every Time – Interview With...

Today’s interview is with Shep Hyken, a customer service expert, professional speaker and bestselling author who works with companies and organizations who want to build loyal relationships with their...

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A Story Of Poor Customer Service And How To Fix It

This post originally appeared on my Forbes column. A few months ago the Consumerist.com website posted a story: To Resolve Some Customer Service Problems, Just Call Back. In the story they advocate...

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