Latest articles...
Customer loyalty is becoming a collective experience – Interview with Steve Abernethy of SquareTrade
Services...
Speaking
I'm a regular keynote speaker at events around the world on customer service, customer experience and what it takes to really deliver a stand out experience in today's ultra-competitive world.
In my talks I share how to do that by combining research, trends, best practice, a bit of myth-busting and quite a bit of storytelling.
I've been privileged to be able to speak at leading industry conferences, customer events, in-company events and senior leadership gatherings.
Find out moreWorkshops
I deliver tailored workshops and seminars designed to enhance strategy, marketing, customer experience and customer service skills and strategy for a range of organisations from large, publicly traded companies to leading professional service firms and fast-growth and established smaller businesses.
Find out moreAdvisory
I help established, open-minded, ambitious, service and growth-focused firms grow their businesses by working with them across a number of areas:
- The review and design of a great customer experience.
- How they attract, engage, serve and keep their customers as well as how they build the level of advocacy their customers have for their business; and
- How they communicate with their customers and how they motivate and lead their people to deliver the service and experience that they want.
Books...
How to Wow
Full of practical tips, inspiring insights and interviews with a wide range of leaders and entrepreneurs, the best-selling How to Wow reveals all you need to deliver a world-class customer experience.
Covering both the customer and business side of the equation, you’ll learn how to attract new customers, design a leading customer experience and quickly resolve a wide range of problems, plus much, much more.
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Punk CX
The customer experience space is starting to exhibit the same characteristics that prog rock did in the 1970s.....overly technical, too elaborate, not focused on its audience and often in danger of disappearing up it’s own a***.
Punk exploded out of the back of prog rock with it’s democratic, DIY, back to basics approach that inspired both a cultural and musical movement and change in mindset. It dared to be different and was OK with the fact that not everyone liked it.
Is it time to consider what a punk rock version of CX would look and feel like?
In a very arresting and colourful way, Punk CX tackles some of these questions and shares some key insights and practical takeaways that will allow you harness your inner punk and transform your own customer experience.
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Punk XL
It's no longer sufficient to talk about customer experience in isolation. To succeed, we need to think about experience holistically, especially if we are to deliver the outcomes and reach the heights we aspire to.
Punk XL, where XL stands for eXperience Leadership, seeks to explore what it means and takes to deliver a great experience at different levels (individual, team, organisation, customer and beyond).
Like its predecessor Punk CX, it will be composed of a series of short and punchy "tracks" organised loosely around a series of concentric rings or dimensions that will explore what eXperience Leadership means at that particular level.
To add richness, perspective and depth, it features contributions from a number of different experience "artists" from around the world.
PUNK XL features contributions from: Ari Weinzweig, Serena Riley, Lara Khouri, Richard Hammond, Amy Scott, Sandra Thompson, Paul Greenberg, Joyce Kim, Karen Jaw-Madson, Martin Lucas, Sandra De Zoysa and Clare Muscutt.
Finally, given its collaborative nature and acknowledging what we have gone through in the last couple of years and what many are still going through, all of the book's proceeds will be donated to charity.
Find out moreAbout me...
Adrian Swinscoe
Hi. I'm Adrian Swinscoe and I'm a customer experience advisor and workshop facilitator that has been growing and developing customer-focused large and small businesses for over 25 years. I've worked with organisations like Cancer Research UK, Consumers International, Costa Coffee, the Crown Commercial Service, the EIU, the Financial Times, Harper Collins, ITV, KFC, Medecins Sans Frontieres, NowTV, Olympus, Pearson, Shell, Spire Healthcare, TalkTalk, TUI and the University of Brighton as wells as lots of technology vendors and a number of smaller brands and SMEs to help them engage with their customers, improve their customer experience and deliver better service.
I’m a huge fan of organisations that do great things for their customers and their employees and I’m a helper to many wanting to achieve their own level of greatness.
I’m also a lover of simplicity and advocate of the human touch with a bit of really useful technology thrown in.
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