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Adrian Swinscoe
Works at RARE Business - Strategy & Business Development Specialists ► Customer Experience Transformation
Attended University of Dundee
Lives in Brighton
327 followers|9,156 views
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Today’s interview is with Jan Jensen, the CMO of Trustpilot, an open, review-driven community connecting online consumers. Through their platform Trustpilot also help companies proactively collect reviews and get real insight from their customers. Launched in 2007, their service has seen rapid adoption with already more than 6 million reviews of over 100,000 individual companies. The company has developed strong positions in Denmark, UK, France, Germany, Netherlands, Italy and is now entering the US. Jan joins me today to talk about Trustpilot, their recent Trust Series which delves into what it takes today to build trust with customers and what lessons other businesses can learn.
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Today’s interview is with Nick Barlow, who is in charge of Creative and Media for Small Batch Coffee – a Brighton based (and local to me) ‘Boutique Coffee Roaster’ who sell coffee online (retail and wholesale) and also operate 7 coffee shops/vans around Brighton, Sussex. Nick joins me today to talk about the Small Batch Coffee, their story, social media and how they have used it to serve their customers, solve their problems and build better relationships with them.
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Neuroscience, customer service and why we should always deliver and never over-promise – My Interview with Dr. Jack Lewis, author of Sort Your Brain Out
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A personal story about how when it comes to customer service and understanding our customers, companies could do very well by making promises and then setting out to beat them.
Too often do firms not deliver or to meet their own promises. This is a dangerous strategy as human beings react “disproportionately to losses in comparison to gains.”
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Talking about Mobile marketing, beacon technology, customer retention, customer loyalty and customers expecting to be known – my recent interview with Jess Stephens of TagPoints
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Not having contracts equalises our relationship with our customers – my recent interview with John Marick of Consumer Cellular on how they are disrupting the mobile/cellular market in the US.
 #customerexperience #customerservice
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A recent post on my Forbes.com column about my social enterprise, Building The Bridge, what we are up to and similarities with what Coca Cola Singapore have being doing with their #cokedrones  
Why We Must Build Bridges Between Communities. After I watched the video, it made me think about how society is made up of a series of communities. Whether that's the business community, the community of the unemployed, the communities of migrant workers that help build many cities around the world or any other community for that matter. As such, for society to work well, and better, isn’t it imperative that we continue to building bridges betwee...
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Have him in circles
327 people
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In February, I published an article called The Little Things That Destroy Your Customer Experience. The article suggested that we often spend too much time focusing on ‘big’ things (technology advancements, business transformation etc etc) and tend to forget, or neglect, the myriad of ‘little’ things in our businesses that we could improve.

This article builds on that earlier piece and offers an extended, crowdsourced big list of little things that destroy customer experience.
A crowdsourced list of little things that many firms ignore but they go along way to destroying the customer experience.
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Adrian Swinscoe

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Consumer Cellular’s example shows is that thinking about the conditions of your relationships with your customers and innovating around them has value and opportunity in it.
How Equal Are Your Relationships With Your Customers? Consumer Cellular's innovations offers insights into how business can deliver better service and build better relationships with their customers.
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The habits of leading customer centric businesses – Interview with Bob Thompson about his new book: Hooked On Customers: The Five Habits of Legendary Customer-Centric Companies, what he thinks being customer centric really means and the five habits of successful firms.
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A guest post on my blog about: The art of persuasion  and how to solicit customer feedback from the nice folks at Barrington Freight.
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Are You Committed To Putting The Customer At The Centre Of What You Do? Are you really? Are your actions speaking louder than your words?
Actions speak louder than words and actions deliver real change. If you are not putting this into action then that begs the question: Are you not committed to putting the customer at the centre of what you do?
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People
Have him in circles
327 people
James Boyle's profile photo
Daniel Gardener'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