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Adrian Swinscoe
Works at RARE Business - Strategy & Business Development Specialists ► Customer Experience Transformation
Attended University of Dundee
Lives in Brighton
437 followers|29,087 views
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Adrian Swinscoe

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A Story About Waiting For a Prognosis And The Patient Experience. Whilst working hard to find a solution for a patient (or a client or a customer) don’t lose sight of them in the process and how they might be feeling while they wait. Think about their whole and actual experience.
A Story About Waiting For a Prognosis And The Patient Experience. Whilst working hard to find a solution for a patient (or a client or a customer) don’t lose sight of them in the process and how they might be feeling while they wait. Think about their whole and actual experience.
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Today’s interview is with Micah Solomon, a speaker, consultant, and bestselling author on customer service, the customer experience, and company culture. He’s also a fellow Forbes contributor and joins me today to talk about his new ebook (Your Customer Is The Star: How To Make Millennials, Boomers And Everyone Else Love Your Business), what are the biggest lessons that firms should be learning right now with regards to the rise of new types of customers and what actions they should be taking.
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Adrian Swinscoe

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Today’s interview is with Ron Kaufman, Founder and Chairman of UP! Your Service and author of New York Times bestselling Uplifting Service: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet. Ron joins me today to talk about uplifting service, building a service culture, some examples of companies that are excelling at this and and why that’s important that every company builds their own service culture.
Compliments received are a leading indicator of service culture improvement - Interview with Ron Kaufman of UP! Your Service
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Today’s interview is with Matt Lautz, President and CIO of CorvisaCloud, a provider of call centre software and a cloud based enterprise communications platform. Matt joins me today to talk about B2B customer service and customer experience, why it needs to improve, what lessons B2B can learnt from B2C and a few predictions about what’s coming up in the customer service/customer experience arena.
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Today’s interview is with Mikkel Svane, Chief Executive Officer and Founder of Zendesk, a fast growing and recently listed (NYSE) cloud based customer service platform. Mikkel joins me today to talk about: Startupland: How Three Guys Risked Everything to Turn an Idea into a Global Business – his new book that tells the story of how they grew their cloud based customer service platform from a kitchen table in Denmark to Silicon Valley, a listing on the NYSE and customers in over 150 countries.
Startupland - Zendesk's journey from a kitchen table in Denmark to the NYSE - Interview with Mikkel Svane
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Today’s interview is with Melvin Brand Flu, Partner and Director of Strategy and Business Design at Livework, a leading service design company. Melvin joins me today to talk about the work that Livework do and some of the research that they are doing around irritation curves.
Do you know if you are irritating your customers? - Interview with Melvin Brand Flu of Livework
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Or Transform Your Customer Experience By Making Your Customer Service Proactive – Part 3
This is the last article in a series of three that that explores proactive customer service in greater depth than I have done previously.
The first post (Why Relying Only On Reactive Customer Service Is No Longer Good Enough) established the business case for proactive customer service. Meanwhile, the second post (Where To Find Proactive Customer Service Opportunities) identified where organisations can find opportunities to be more proactive.
In this post, I will describe a series of steps, based on my research, observations and experience, that customer service and experience professionals can use to kick-start their proactive customer service efforts.
How to implement an effective proactive customer service strategy Or Transform Your Customer Experience By Making Your Customer Service Proactive – Part 3
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Or Transform Your Customer Experience By Making Your Customer Service Proactive – Part 2
Previously in Why Relying Only On Reactive Customer Service Is No Longer Good Enough , the first in a series of three articles on proactive customer service, we looked at establishing the business case for proactive customer service.
In this, the second article in the series, we’ll explore where the opportunities lie and will provide some examples of companies that are experiencing great results via their proactive strategies.
Where to find proactive customer service opportunities Or Transform Your Customer Experience By Making Your Customer Service Proactive – Part 2
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Or Transform Your Customer Experience By Making Your Customer Service Proactive – Part 1
Over the course of the last year, I’ve written a few times about the opportunity that proactive customer service offers.
However, on review, the articles have only offered a partial view of the opportunity, the business case, the impact on customer experience and the path that a firm can take to transforming their customer service from being purely reactive to one that is more proactive.
Therefore, over the next three posts, I thought I’d pull the strands together to address all of these issues.
Why Relying Only On Reactive Customer Service Is No Longer Good Enough Or Transform Your Customer Experience By Making Your Customer Service Proactive – Part 1
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This is a guest post from Alison Brattle, Marketing Manager at AchieveGlobal.
Customer service is an increasingly difficult job: consumers expect prompt service and a timely resolution to their problem—and they do not like delays. Most of all, customers hate being put on hold; unfortunately, however, it’s a situation that’s largely unavoidable. Learning how to deal with frustrated customers is a key part of customer services training, but while this is a necessary skill, improving customer satisfaction means reducing time spent on hold, and providing alternative solutions.
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Customer experience, self service and the wrong type of apologies - It's a problem when your CX means your customers have to apologise to other customers for their own experience.
Customer experience, self service and the wrong type of apologies - It's a problem when your CX means your customers have to apologise to other customers for
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Why Relying Only On Reactive Customer Service Is No Longer Good Enough OR Transform Your Customer Experience By Making Your Customer Service Proactive - Part 1
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People
In his circles
339 people
Have him in circles
437 people
PeopleTactics's profile photo
PPC-Profits's profile photo
ReferLinks Full Circle Marketing's profile photo
Muhammad Asif's profile photo
SmallBusinessHeroes.co.uk's profile photo
Mo Moumenine's profile photo
Trustpilot's profile photo
Business Addict's profile photo
Ted Rubin'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