Punk CX: Customer Experience Insights with Adrian Swinscoe

Recently in the podcast series, I shared an interview with you called: Using systems thinking to improve customer satisfaction and employee engagement – Interview with Rob Brown of Aviva . I met Rob at an event run by John Seddon and Vanguard Consulting . John was speaking at the event too and I and was lucky enough to get John to agree to be interviewed and share a few thoughts with us. This inte...

Today's interview is with Jacob Morgan, the Principal & Co-Founder of Chess Media Group , a management consulting and strategic advisory firm focused on collaboration. He has also authored of The Collaborative Organization , a best-selling book on collaboration strategy. Increasing collaboration within organisations using social tools like Chatter , Yammer and Jive etc is increasingly becoming...

Today’s interview is with Neville Hobson, an entrepreneurial communications professional who has been blogging since 2002 and podcasting since 2005. This interview came about after Neville posted on his blog in the middle of December that he started blogging ten years ago . Following that post, I was thrilled when he agreed to be interviewed for my blog about the lessons that he had learnt from hi...

Today’s interview is with Vala Afshar and Brad W. Martin of Enterays who have recently written a book called The Pursuit of Social Business Excellence , which charts Enterasys ' transformation into a truly social business. This interview follows on from my recent interview with Neville Hobson in Lessons from ten years of blogging and eight years of podcasting and makes up number forty-five in the...

Today’s interview is with Sarah Wood of Unruly Media and follows on from my recent interview: Social business is not just social media, it takes real transformation – Interview with Brad W Martin and Vala Afshar of Enterasys . Founded in 2006 by Scott Button , Matthew Cooke and Sarah Wood , Unruly has 120+ full time employees and offices in New York, San Francisco, Chicago, Detroit, LA, London, Be...

Today’s interview is with Gary Vaynerchuk and follows on from my recent interview: Unruly engagement, creativity and collaboration is built on two things: People and Places - Interview with Sarah Wood of Unruly Media . If you haven't heard of Gary then suffice it to say he is a successful social media and wine entrepreneur, sought after and entertaining speaker and best-selling author . You can al...

Today’s interview is with Keith Lewis, the UK Managing Director of Matchtech, the UK’s number 1 and multi-award winning recruitment agency in Engineering & Technology recruitment, and follows on from my recent interview: Our customer service and success is driven by happy people all striving for the same high standards: Interview with Will Beckett of Hawksmoor It was when they ranked No. 25 in...

Today’s interview is with Phil Barden, MD of decode marketing ltd and author of 'Decoded. The Science Behind Why We Buy' and follows on from my recent interview: Employee engagement inside one of the UK’s best companies to work for – Interview with Keith Lewis of Matchtech This interview makes up number fifty in the series of interviews with authors and business leaders that are doing great things...

Today’s interview is with Lee Cockerell, who has had a hugely successful career working for Hilton Hotels, Marriott Hotels and Resorts and The Walt Disney Company. Lee now runs his own company to share what he has learned over his career and joins us today to talk about his 2nd and new book: The Customer Rules: The 39 Essential Rules for Delivering Sensational Service . This interviews follows on...

Today’s interview is with Doug Richard made famous in the UK for being one of the first Dragons on the BBC series, Dragon's Den . More recently Doug started the School for Startups in 2008 to provide accelerated instruction to entrepreneurs and it has grown into a world leader in delivering targeted programs that teach people how to start and run better businesses. One of their flagship programmes...

Today’s interview is with Dave Kerpen, the cofounder and CEO of Likeable, an award-winning social media and word-of-mouth marketing firm which includes Likeable Media , Likeable Community College, and Likeable Local - a provider of social media solutions for small business using proprietary software. He is also a New York Times bestselling author and today he joins us to talk about his recent book...

Today’s interview is with Hugh Anderson of Forth Metrics, a software company that is creating new, simple marketing analytics tools. Their first tool, Inkybee , aims to help small businesses and PR agencies to get more out of their blogger outreach by helping discovering blogs, manage the outreach process and measure the results. This interview follows on the back of last week’s interview: Being L...

Today’s interview is with Molly Flatt, Word of Mouth Evangelist for global marketing agency 1000heads , to get some insight into how to get the most out of your word of mouth marketing . This interview follows on the back of last week’s interview: Blogger outreach and building trust with your customers – Interview with Hugh Anderson and is number fifty-five in the series of interviews with authors...

Today’s interview is with Jessica Hagy , who is widely known for her award winning blog: Indexed (I've been a subscriber for years!). Recently, she wrote an article for Forbes magazine on How To Be More Interesting (In 10 Simple Steps) . That article was incredibly popular. So much so that she has turned it into a book: How to Be Interesting: An Instruction Manual . Apart from being a fan of Jessi...

Today’s interview is with Stan Phelps an “experience architect”, author, professor and popular keynote speaker. Hat tip for the idea for this interview goes to James Lawther who recently hosted a guest post ( 5 Easy Ways to Increase Employee Engagement ) from Stan on his blog. Stan recently published a new book: What's Your Green Goldfish?: Beyond Dollars: 15 Ways to Drive Employee Engagement and...

Today’s interview is with Mark Bower, co-founder and CTO of CubeSocial , who are developing and have launched some cool products in the social CRM and customer engagement space, particularly for professional service firms. This interview follows on the back of last week’s interview: Employee engagement is a commitment not a campaign – Interview with Stan Phelps and is number fifty-eight in the ser...

Today’s interview is with Dr Nicola Millard, a customer experience futurologist with BT , who does have a crystal ball but says it doesn't work! However, she spared me some time to shares with us insights around the work that she does, the research that BT is doing and helps us look just over the horizon, or round the corner, in terms of what's coming up in the ever changing world of the customer,...

Today’s interview is with Fabio Torlini, VP of Marketing, International with Rackspace , the open cloud company, who are famous for delivering Fanatical Support to their customers. It was when they ranked No. 7 in the Sunday Times’ 100 Best Companies to work for in 2013 that I decided I’d like to find out more about what makes them tick and what makes them so successful. This interview follows on...

Today’s interview is with Josh Kaufman, the author of the #1 international bestseller "The Personal MBA: Master the Art of Business". However, today's interview is about his new book: " The First 20 Hours: How to Learn Anything….FAST! " Thanks go to the folks at Penguin/Portfolio , particularly Richard Lennon , who facilitated the setting up of the interview. This interview follows on the back of...

Today’s interview is with Mitch Joel, President of Twist Image - one of the largest independent Digital Marketing agencies in North America - and hugely popular blogger and podcaster at Six Pixels of Separation . Back in 2009, he authored a book by the same name, Six Pixels of Separation , which went onto to become a business and marketing bestseller. However, he joins us today to talk about his r...

Today’s interview is with Chris Ives, managing director and founder of Ilkley Brewery . I was introduced to Chris by the nice folk at the UK's Department for Business, Innovation and Skills as someone with a great story and one that would appeal to readers of this blog and listeners to my podcast interview series. This interview follows on the back of my last interview: Time to reboot your busines...

Today’s interview is with Tom Walsh, CEO of Staycity . I was introduced to Tom by a contact of mine, Pawel Grabowski. Similar to my last interview ( Creating products that customers love – Interview with Chris Ives of Ilkley Brewery ), Tom is an 'outsider' in his industry. Tom shares his story of how they are building and developing their business, what he has learnt along the way, what the bigges...

Today’s interview is with Steve Curtin, Customer Enthusiast, who has recently published Delight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary . This interview follows on from my recent interview: It’s all about customer service, customer service, customer service – Interview with Tom Walsh CEO of Staycity and is number sixty-five in the series of inter...

Today’s interview is with Ryan Cheyne, People Director at Pets at Home, who agreed to talk to me about employee engagement and what it took to come 1st in the Sunday Times Top Big Companies to Work in 2013 , after we meet at the European Customer Experience World conference earlier this year. This interview follows on from my recent interview: Simple Ways to Raise Your Customer Service from Ordina...

Today’s interview is with Bernadette Jiwa, two time author of #1 Amazon Bestsellers, who agreed to talk to me about her new book (already a #1 Amazon Bestseller): The Fortune Cookie Principle: The 20 keys to a great brand story and why your business needs one . This interview follows on from my recent interview: Employee engagement and what it takes to be the best – Interview with Ryan Cheyne of P...