Great service comes from doing things upside down – Interview with John Timpson

Today’s interview is with John Timpson CBE, Chairman of Timpson’s the UK and Ireland’s leading retail service provider of shoe repairs, key cutting, watch repairs, engraved personalised gifts, dry cleaning and assisted photo ID. They are also the UK’s fastest growing specialist locksmith service. After hearing John speak at a recent conference, I asked him […]

65% of leaders believe that it’s not up to them to tackle customer centricity – Interview with Alison Esse of The Storytellers

Today’s interview is with Alison Esse, Co-founder and Director of The Storytellers, a culture change consultancy, and pioneers of storytelling in business. Alison joins me today to talk about a new piece of research that they have recently completed: ‘Two Years’ Warning: The Customer Centricity Crisis’, which explores the mindsets that exist around customer centricity […]

How TV helped create an engaging and effective millenial shopping experience – Interview with Anthony Soohoo of Dot & Bo

Today’s interview is with Anthony Soohoo, Co-Founder & CEO of Dot & Bo, a curated and thematic home design and furniture shopping experience that is particularly targeted at millennials. Anthony joins me today to talk about what customer service means to Dot & Bo, why millennials, what they have learned from their experience and what […]

Proactive customer service drives retention, advocacy and growth – Interview with Monica Higgins of eSalon

Today’s interview is with Monica Higgins, eSalon‘s Director of Customer Service. eSalon is an award wining and rapidly growing company that provides salon quality, at-home hair color at affordable prices all online. Monica joins me today to talk customer service, what being proactive means for them and how they are providing salon level service and […]

Delivering an excellent customer experience across 15 different countries – Interview with Delphine Mousseau of Zalando

Today’s interview is with Delphine Mousseau, VP Markets at the fashion online retailer, Zalando, a very successful ecommerce company based in Berlin that sells shoes, clothing and other fashion items in 15 different countries across Europe. Delphine joins me today to talk customer service, what that means for Zalando, how they are using that to […]

Having a great product without great support doesn’t mean anything – Interview with Sarah Metcalfe of SureFlap

Today’s interview is with Sarah Metcalfe, Head of Customer Service at SureFlap, an award winning smart pet products manufacturer based in the UK. Sarah joins me today to talk customer feedback and innovation, what good service looks like and what it means for SureFlap and why employee engagement is integral to that. This interview follows […]

Employee engagement, real-time feedback and organisational indigestion – Interview with Cheryl Johnson of Echo Global Logistics

Today’s interview is with Cheryl Johnson, Head of HR for Echo Global Logistics. Cheryl joins me today to talk about what they are doing at Echo with regards implementing a real-time feedback system for their employees, why they are doing it, how it compliments their existing performance management systems and the results that they are […]

How to create a wow customer experience – Interview by Jonty Pearce

Today’s interview is something different. It’s me, Adrian Swinscoe, being interviewed by Jonty Pearce of callcentrehelper.com about my new book (How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing) that has just come out. I’m both proud and pleased with how the book has turned out and Jonty and I talk a […]

Moving from product to customer centricity, the Mercedes Benz USA story – Interview with Joseph Michelli

Today’s interview is with Joseph A. Michelli, Chief Experience Officer at The Michelli Experience, an internationally sought-after speaker, best-selling author, and organizational consultant. Joseph joins me today to talk about his new book: Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, what Mercedes Benz USA did to transform their customer experience, how long […]

How To WowMy New Book Is Out!

Looking to improve your customer experience? These 68 strategies will show you how to stand out from your competitors, whatever your business.

Don’t let your business fall behind, grab a copy of the book and take your customer experience to the next level.

Learn More!