Today’s interview is with Fiona McSwein, Chief Customer Officer at Simply Business, the UK’s favourite business insurance broker. They’ve just been awarded first place in The Sunday Times’ 100 Best Small Companies to Work For list (mid-sized category) this year. They are also a Sunday Times Tech Track 100 company and were recently named in the Deloitte Technology Fast 500 EMEA. Fiona joins me today to talk about what it takes to build an award winning and customer centric culture.
This interview follows on from my recent interview – Behavioural science, customer experience and why we should test more things – Interview with Rory Sutherland of #ogilvychange – and is number 160 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate and delivering great service and experience to their customers.
Note: The interview was recorded at Jury’s Inn in Brighton and so there is some background noise. However, it doesn’t spoil the recording and you can still hear our conversation just fine. Enjoy.
Highlights of my interview with Fiona:
About Fiona (taken from her Simply Business bio)
Fiona makes sure that Simply Business products are designed with the customer in mind. As well as overseeing marketing and communications activities, Fiona leads customer research and other customer projects, running a team of 20 staff across these different departments.
Fiona brings 19 years of international marketing and product experience and joins Simply Business from Euromoney Institutional Investor plc where she was group director of marketing, since 2011.