Punk CX: Customer Experience Insights with Adrian Swinscoe

Today’s interview is with Mark Schaefer, one of the most acclaimed and accomplished marketing consultants in America as well as being a best selling author. He agreed to talk to me about his new book that he co-authored with Stanford A. Smith ( @pushingsocial ): Born to Blog: Building Your Blog for Personal and Business Success One Post at a Time . You might recognise Mark's name from the blog as...

Today’s interview is with Luis Suarez @elsua , a leading thinker, Knowledge Manager, Community Builder and Social Software Evangelist for IBM. He agreed to talk to me about employee engagement following a Twitter exchange after I recently published Sustaining businesses successfully through Employee Engagement on the blog. I warn you that it is a longer interview than normal but it's worth it and...

Today’s interview is with Marsha Wright, serial-entrepreneur, author, investor and speaker. She agreed to join me to talk about her new book: The Secret Collaborative Economy: More Clients, More Exposure, More Profit, Faster!? This interview follows on from my recent interview: The 9 ½ Principles of Innovative Customer Service – Interview with Chip Bell – and is number seventy three in the series...

Today’s interview is with Sam Boonin, Vice President of Products at Zendesk , about their recently published Q2 Benchmark report that shows that customer satisfaction is on the rise globally. This interview follows on from my recent interview: Employee engagement is about human relationships not human resources – Interview with Luis Suarez of IBM – and is number seventy in the series of interviews...

Today’s interview is with Nikolaus KImla, CEO and partner of pipelinersales.com , about how they are trying to reinvent Customer Relationship Management (CRM) and his belief that sales people are the entrepreneurs of the corporate landscape. This interview follows on from my recent interview: Customer Satisfaction Is On The Rise Globally – Interview with Sam Boonin, VP Products at Zendesk – and is...

Today’s interview is with Chip Bell, a renowned consultant, trainer and speaker to many of the most innovative brands in the world. He is also the author of 20 different books and joins us today to talk about his new book: The 9 ½ Principles of Innovative Service . This interview follows on from my recent interview: Customer Relationship Management CRM systems can be more human – Interview with Ni...

Today’s interview is with Abinash Tripathy, Founder and Chief Strategy Officer of Helpshift , which provides an AI-powered conversational platform that companies use to resolve service issues more efficiently, boosting customer satisfaction in the process. Abinash joins me today to talk messaging, the gaming industry, chatbots, snake-oil, hype, getting pragmatic and delivering real results. This i...

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 Essential Marketing Masterclasses For Your Small Business . This interview follows on from my recent interview: Business Growth Via Strategic Alliances….Done The Right Way – Interview with Marsha Wright...

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 book: Delivering Effective Social Customer Service: How to Redefine the Way You Manage Customer Experience and Your Corporate Reputation . This interview follows on from my recent interview: Marketin...

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 Differently--And Succeeding ) which recounts their stories, both personal and professional, of how they conceived, started and grew Honest Tea from zero to a turnover of just less than $100 million and th...

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 experience over the last 7 years and their plans for the future. This interview follows on from my recent interview: Delivering Effective Social Customer Service – Interview with Carolyn Blunt and Martin Hil...

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 book: Customers Included: How to Transform Products, Companies, and the World - With a Single Step , that he recently co-authored with his colleague Phil Terry . This interview follows on from my recen...

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 about his new book: DO! - The pursuit of xceptional execution . This interview follows on from my recent interview: Deliver great customer experience by including your customers – Interview with Mark...

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 about his thoughts on employee engagement and his new book: The Problem With Management - and How to Solve It . This interview follows on from my recent interview: Learning from the university of the...

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 their own admittance, shamelessly copy the traditional Warburg merchant-banking model of developing long term, trusted relationships with their clients and aligning their interests and rewards. Ken...

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. This allows firms to lower costs, increase engagement and grow revenues. Jim agreed to talk to me about the cool things that SundaySky are doing with SmartVideo , particularly in the area of proactiv...

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 customers and employees. Shep has just published a new book: Amaze Every Customer, Every Time: 52 Tools for Delivering The Most Amazing Customer Service On The Planet and I was really pleased when he...

Today’s interview is with Bian Salins, Head of Social at Now TV, BSkyB. I was introduced to Bian by Martin Hill-Wilson who suggested I should talk to Bian as she was one of the few people that really 'gets' what it is to be a 'social business'. More importantly, he said, she doesn't just talk about it….she makes it happen for big organisations. Therefore, I was very excited when Bian agreed to spe...

Today’s interview is with Yuval Brisker, the co-founder of TOA Technologies , which was picked in October 2013 as 'A Leader in the Gartner Magic Quadrant for Field Service Management' . Yuval joins me today to talk about what they are doing, what makes them stand out and how they are removing the 'friction' from the last mile of customer service. This interview follows on from my recent interview:...

Today’s interview is with Craig Dubitsky, the founder and CEO of hello products . They first came to my attention when I heard that Craig has his Skype address on the homepage of their website as a way of encouraging their customers to get in touch. I was even more intrigued when I found out they are reinventing a category in the consumer products market and having some phenomenal success. Craig j...

Today’s interview is with Dave Keeling, who is 6’ 2”, ginger, a professional actor and has been a ‘stand-up’ educationalist for over 10 years. Dave has recently published a book called: The Little Book of Laughter: Using humour as a tool to engage and motivate all learners . Whilst the book is primarily aimed at people in education, I believe there are lessons and parallels for how we build teams,...

Today’s interview is with Bruce Poon Tip, founder of G Adventures and the Planeterra foundation. Bruce recently had a book published called Looptail: How One Company Changed the World by Reinventing Business , which recounts the story of the founding and development of G Adventures from a garage office start-up into the largest small group adventure travel company in the world and Bruce’s quest to...

Today’s interview is with Michael Haringman and David Quastel of QuastelMidgen, a law firm in London. Michael is the firm’s senior partner and David is the firm’s managing partner. They join me today to talk about doing things differently in the legal industry, their model of partner led service and what it means to deliver 'first-class service'. This interview follows on from my recent interview:...

Today’s interview is with David Lloyd, who is CEO of Intelliresponse , a leading provider of virtual agent technology solutions and knowledge base management software for enterprises. David joins me today to talk about some of the cool things they are doing with virtual agent technology, customer self-service and what stops enterprises from getting more from this channel. This interview follows on...

Today’s interview is with Tim Pickard, who is Chief Marketing Officer for NewVoiceMedia , a leading cloud multi-channel contact centre provider. Tim joins me today to talk about cloud contact centre technology, the technology cycle and the rate of adoption by larger organisations and an issue that they are championing called 'One Agenda'. This interview follows on from my recent interview: Does yo...