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Adrian Swinscoe
Works at RARE Business - Strategy & Business Development Specialists ► Customer Experience Transformation
Attended University of Dundee
Lives in Brighton
442 followers|29,484 views
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Adrian Swinscoe

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The Humility Of Ryanair's CEO Is Driving The Improvement Of Their Customer Experience
The Humility Of Ryanair's CEO Is Driving The Improvement Of Their Customer Experience
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Is language a customer experience issue that you are overlooking?
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Today’s interview is with Jeremy Waite, Head of Digital Strategy, EMEA @Salesforce Marketing Cloud. He joins me today to talk about his new book: From Survival to Significance.
Brands with purpose build better relationships with their customers - Interview with Jeremy Waite
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Today’s interview is with Mark Earls, a writer and consultant to business and government on marketing and communications as well as being a leading thinker on brands and behaviour. He joins me today to talk about his new book: Copy, Copy, Copy: How to Do Smarter Marketing by Using Other People’s Ideas.
Copying your way to increased innovation, creativity and competitive advantage - Interview with Mark Earls
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It’s customer service 101 that when a mistake has been made you should apologise for any inconvenience caused and then try and fix the problem. Many of us will have experienced this when speaking to someone face to face or over the phone. However, I don’t often see or hear of companies sending out an […]
A customer service apology worth celebrating. It’s customer service 101 that when a mistake has been made you should apologise.....
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Customer service is about changing feelings and creating good memories
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Today’s interview is with Peter Mühlmann, Founder and CEO of Trustpilot. You might recall that I interviewed Jan Jensen, Trustpilot’s CMO back in July 2014 about ‘Using customer reviews to drive service improvement, WoM and growth’. This time around Peter joins me on the podcast to talk about they have been able to maintain their company’s culture as well as their ability to deliver an excellent customer experience in the face of rapid sales, employee and geographical growth in the last few years.
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Adrian Swinscoe

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Today’s interview is with Michael O’Leary, Chief Executive of Ryanair, a European low-cost airline, headquartered in Dublin, Ireland. Ryanair is also the largest European airline by scheduled passengers carried and also the busiest international airline by passenger numbers. Michael joins me today after he responded to a recent article I wrote (Does Michael O’Leary Really Care About Ryanair’s Customers, Or Is He Just Being Pragmatic?) but also to talk about humility, Herb Kelleher, bourbon and starting to listening to and being nicer to customers.
A degree of humility always succeeds in business - Interview with Michael O’Leary of Ryanair
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Today’s interview is with Guy Letts, founder and Managing Director of CustomerSure, a cloud based software firm that helps businesses gather feedback from their customers – not as an annual marketing exercise but as part of day-to-day business. Guy joins me today to talk customer reviews, customer feedback, a better way to do it and that most firms are doing it wrong.
Customer feedback is the most effective way of improving the financial performance of a business - Interview with Guy Letts of CustomerSure
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Are You Married To Your Customer, Or Did You Just Have A One Night Stand?
In business, as in our personal lives, understanding the true nature of our relationships with others, and developing them, requires honesty, communication, openness and commitment.
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What Would Happen If Contact Centre Agents Salaries Were Doubled? Thinking differently about our contact/call centre agents and how we reward and, therefore, ‘treat’....
What Would Happen If Contact Centre Agents Salaries Were Doubled? Thinking differently about our contact/call centre agents and how we reward and, therefore, ‘treat’ them will help us attract and retain the talent that we need to deliver the service and experience that we want.
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Today’s interview is with David Conway who is a senior partner and Chief Strategy Officer at Nunwood, an international customer experience consultancy focused on ‘full-service’ customer experience management (CEM). David joins me on the podcast today to talk about Nunwood’s US Customer Experience Excellence Report 2015 that they have just released, some insights into what the leading players are doing to help them stand out, some examples and what the main differences are that exist between CX in the UK and the USA.
Customer experience: UK brands are 2-3 years behind the US - Interview with David Conway of Nunwood
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People
Have him in circles
442 people
Yaou Johnsson's profile photo
Carl White's profile photo
Great Test's profile photo
Mo Moumenine's profile photo
Business Growth Guru's profile photo
ADD Design's profile photo
Richard Serunjogi's profile photo
Guy Campos's profile photo
SaveOnPromotions, Canada's profile photo
Work
Occupation
Business Development & Strategy Consultant ► Coach For Entrepreneurs ► Advocate Of Great Service & Customer Experience ► Social Entrepreneur trying to solve youth unemployment ◄
Skills
Business strategy, Customer Experience, Client Experience, Consultancy, Problem Solving, Performance Improvement, Creative Insights, Workshop Facilitation, Research
Employment
  • RARE Business - Strategy & Business Development Specialists ► Customer Experience Transformation
    Business Development & Strategy Consultant ► Coach For Entrepreneurs, 2004 - present
    Many companies are looking for cost effective ways to improve business and team performance, find new customers as well as keeping their existing ones. A cross between management and marketing consultancy RARE Business focuses on practical and effective ways to achieve this through consultancy, training and coaching. Our driving passion is helping create, develop and grow businesses that take care of their customers in the best way possible and create great teams to deliver that. This results in increased profits, sales, better productivity, word of mouth and better service and an overall customer and employee experience. Whether hands-on research, consulting, speaking, coaching or facilitating a workshop, we always take an innovative and creative approach to client challenges. We have worked with organisations like the FT, Shell, Bibby and TUI to help them innovate, increase business performance and improve their customer and employee engagement as well as many smaller and high-growth companies (SMEs). When not consulting, Adrian loves to share knowledge and ideas writes a very successful blog (www.adrianswinscoe.com), which features interviews with the great and the good of the world of business as well as a few thoughts of his own on customer focus, building a customer centric business, customer experience, service, social media and employee and customer engagement.
  • Building The Bridge
    Co-Founder, 2012 - 2014
    Building The Bridge (www.buildingthebridge.co.uk), is an innovative video led programme that helps young people build essential employability skills but also allows them to start building their own network, initiative and chances of getting a job. Overview There are two things that are key to finding work: Initiative and your own network. However, many young people are not developing these things as they emerge out of education. (Building) The Bridge will combine these two things and help young people help themselves to find jobs. To kickstart this we will take a group of young people and help them meet and interview a range of different professionals about their jobs and careers. These videos will provide a growing collection which will build into a comprehensive library accessible to all. To grow our interview library, we will then crowdsource other videos from schools, colleges, universities and other organisations that work with the young and unemployed. In other terms, we want to do to youth unemployment, what TED (www.ted.com) and TEDx has done for the spread of ideas!
  • Shell
    Business developer and innovation consultant, 2001 - 2004
  • Financial Times
    Contract (Developed new business project), 2000 - 2000
Places
Map of the places this user has livedMap of the places this user has livedMap of the places this user has lived
Currently
Brighton
Previously
Innerleithen, Scotland - London - Manchester - Cairo, Egypt - Dundee, Scotland
Story
Tagline
Interested in and fascinated by businesses that customers love. Helping a few get there too.
Introduction

My name is Adrian Swinscoe. Through my work I get called a number of things: consultant, problem-solver, coach, speaker, trainer, 2nd brain etc.

However, I don't really like titles just results.

Therefore, my focus is on developing growth, performance and profitability in companies of all sizes through 3 things: People, Customers and Creativity. That's it!

I hope that my posts will give you a flavour of how I do this and hope that you can use these ideas in your business.

If you would like to discuss any of those in greater detail then get in touch via the contact form or email: adrian at adrianswinscoe dot com

Oh, you can find me on Twitter, Facebook and Linked too....just search for my name.

Bragging rights
My brother makes pretty cool music. Check out http://www.cinematicorchestra.com/
Education
  • University of Dundee
    MA Hons Economics, 1988 - 1992
  • Cass Business School, City University
    MBA International Business, 1999 - 2000
  • University of Manchester
    PGCE Economics, Business and Mathematics, 1992 - 1993
Basic Information
Gender
Male
Relationship
Married