Podcast appearances and mentions of adrian swinscoe

In this episode of The CX Pod, hosts Merete and Joanna welcome Adrian Swinscoe, a seasoned expert in customer experience and podcasting, and author of several books about CX including Punk CX! They discuss the evolution of the podcast, Adrian's journey in the customer experience field, the importance of authenticity, current trends, and the role of leadership in fostering a customer-centric culture. Adrian shares insights on the significance of data and storytelling in customer experience, the challenges organizations face in becoming customer-centric, and his vision for the future of CX. The conversation concludes with Adrian reflecting on impactful moments in his career and the importance of doing what makes you happy.Adrian is found here: https://www.linkedin.com/in/adrianswinscoe/?originalSubdomain=uk

SummaryIn this conversation, Dr. Chris L. Brown speaks with Adrian Swinscoe about the evolving landscape of customer experience (CX) and the challenges organizations face in meeting rising consumer expectations. Adrian shares his journey into the world of CX, emphasizing the importance of understanding customer needs and managing expectations effectively. They discuss the barriers to creating a customer-centric culture, the significance of having a clear vision and strategy, and the attributes of leaders who excel in delivering exceptional customer experiences. The conversation highlights the need for organizations to bridge the gap between leadership and customer experiences, as well as the importance of creating space for strategic thinking in a meeting-heavy culture. In this conversation, Adrian Swinscoe discusses the importance of customer experience and how companies can effectively engage with their customers. He shares insights from his book 'How to Wow' and emphasizes the need for businesses to empower their employees to take ownership of customer experiences. The discussion transitions into the 'Punk CX' philosophy, advocating for a back-to-basics approach that prioritizes organizational creativity and bravery. Swinscoe also highlights the role of technology in creating space for innovation and the importance of being a relentless leader focused on growth and learning.TakeawaysAdrian Swinscoe's journey into customer experience began 20 years ago.Customer expectations are rising faster than brands can keep up.Brands often struggle with managing customer expectations effectively.Communication is key to filling the expectation gap.A clear vision and strategy are essential for a customer-centric culture.Leaders must genuinely care about customer experiences.Data-driven decision-making should include personal experiences.Organizations need to reduce the number of meetings to create space for strategic thinking.Leaders should prioritize their time to focus on customer-centric initiatives.Creating a culture of curiosity and care is vital for success. Empower employees to be 'Chief Experience Officers'.Meeting customer expectations is crucial for success.Trust and reliability are foundational to relationships.Basic execution can lead to strong customer relationships.Creativity and bravery are essential in business.Creating space allows for innovation and curiosity.AI can free up time for more meaningful customer interactions.Growth can be about quality, not just quantity.Questioning the status quo is vital for progress.Leaders should aim to disturb the comfortable and comfort the disturbed.TitlesNavigating the Customer Experience LandscapeUnderstanding the Shift in Customer ExpectationsThe Art of Managing Customer ExpectationsBuilding a Customer-Centric CultureVision and Strategy in Customer ExperienceSound Bites"I really don't like bad service.""Our expectations as consumers are going up.""When you get it right, customers reward you.""It's a gap between vision and execution.""Block time out, make it sacrosanct.""You're all CEOs too.""It's not all roses, right? It takes work.""What would a punk version look like?""Growth is a choice.""Question everything."Chapters00:00 Introduction to Customer Experience Journey03:10 The Evolution of Customer Expectations05:59 Managing Customer Expectations09:00 Barriers to Customer-Centric Culture11:58 The Importance of Vision and Strategy14:47 Attributes of Customer-Centric Leaders18:09 Bridging the Gap Between Leaders and Customers20:55 Overcoming Organizational Barriers24:05 Creating Space for Strategic Thinking24:42 How to Wow: Lessons from G Adventures30:28 The Punk CX Philosophy: A Back to Basics Approach36:15 Creating Space for Creativity and Bravery41:44 The Relentless Customer Leader: Growth and LearningKeywordsCustomer Experience, Expectations, Leadership, Strategy, Culture, Service, Business, Management, Customer-Centric, Communication, customer experience, punk philosophy, creativity, leadership, G Adventures, business growth, employee experience, AI in business, customer success, relentless leadership

In this episode, we welcome guest Adrian Swinscoe, an author, researcher, and advisor on customer service and experience. Adrian challenges the underlying management beliefs that you should try to manage revenue, cost, and profitability and explains how you can create better organisational outcomes by focusing on your employees and customers.The discussion also covers the shortcomings of chatbots, artificial intelligence, and the desire to control “the customer experience”.It is all about inputs and outcomes. Listen in to find out more.

In this episode of Talk Time with MaxContact, Adrian Swinscoe returns to discuss his Punk CX philosophy and its application to the rapidly evolving customer experience landscape. Adrian challenges conventional wisdom in CX, advocating for a more disruptive and innovative approach to improve outcomes for both customers and businesses.

In this Greatest Hits episode, Lauren is joined by Adrian Swinscoe, a customer experience consultant and advisor who has been growing and developing customer-focused businesses for over 20 years. Together, Adrian and Lauren discuss what aspects of the customer journey create loyalty, how much control businesses have over customer experience, and highlight that not all customers are the same.

It's a special AI-focused episode of Talk Time! We take another look at some of the interesting perspectives and future predictions from industry experts we've been lucky to have on the show, including Adrian Swinscoe, James Revell, Chris Rainsforth and Marianne Rutz. We also share new insights from our experienced leadership team at MaxContact including CEO Ben Booth and VP of Engineering Matthew Yates.

In this episode we spoke with Adrian Swinscoe, CX advisor, author, speaker and creator of Punk CX.Adrian discussed the concept of a punk version of customer experience and how it pushes business leaders to fundamentally think and act differently in their approach to CX.During our chat, Adrian shared some key concepts and practical takeaways from his best selling books that will allow you harness your inner punk and transform your own CX. 

Adrian Swinscoe is well known in the CX community as an adviser, speaker, and writer. His Punk CX book argued for a new approach to CX and he also publishes the Punk CX podcast. Adrian also writes about CX in the business magazine Forbes. He is based in Edinburgh, Scotland. In this conversation with Peter Ryan, Adrian argues for a new approach to designing and managing CX - especially when hiring a customer service specialist. He argues for genuine partnership rather than the traditional client and supplier relationship. The punk approach is to tear up the traditiional rules and try something new. https://www.linkedin.com/in/adrianswinscoe/ https://www.adrianswinscoe.com/  

If you're an entrepreneur or a small business owner looking to elevate your customer experience game, you're in for a treat. In Episode 50 of the Master Your Business Podcast, Adrian Swinscoe unveils the secrets of exceptional customer experiences.Enhance your listening experience with our detailed show notes, featuring bonus resources, additional insights and takeaways from this episode.Timestamps[00:00] Intro[14:18] Unlocking Sixfold Business Growth with This Straightforward Advice[22:03] Adrian's Top 3 Tips For Wowing Your Customers[26:27] The Best Way to Build Relationships With Your Customers (It's Not What You May Think)[43:29] The Most Effective Method for Obtaining Referrals for Your Small Business

Discover a new perspective on customer experience with Adrian Swinscoe, a multifaceted CX expert. In this episode, Lauren Wood dives into Adrian's unique approach to customer experience, exploring his punk perspective on revolutionizing CX strategies. Adrian shares insights from his experience as an advisor, speaker, author, and podcast host, challenging conventional CX methods.Join us as we delve into the critical aspects of customer experience, the role of innovative technologies, and the importance of adopting a punk mindset to stand out in today's competitive market. Adrian's approach emphasizes simplicity, customer-centricity, and breaking free from traditional frameworks to create impactful customer experiences.Tune in to gain invaluable insights on transforming your CX approach and driving meaningful business outcomes. Adrian's expertise and unique perspective are a must-listen for anyone looking to elevate their customer experience game. If you enjoyed this episode, please be sure to rate our show on Spotify and Apple Podcasts.Subscribe Now: https://www.youtube.com/@ExpertsofExperience?sub_confirmation=1 Imagine running your business with a trusted advisor who has your success top of mind. That's what it's like when you have a Salesforce Success Plan. With the right plan, Salesforce is with you through every stage of your journey — from onboarding, to realizing business outcomes, to driving efficient growth.Learn more about what's possible on the Salesforce success plan website: http://sfdc.co/SalesforceCustomerSuccess (00:00) Preview and Introduction (00:50) Introducing Adrian Swinscoe(02:05) The Concept of Punk CX(06:41) Addressing CX Challenges(10:32) Successful Customer Experience Stories(15:11) Apple's Retail CX Strategy(18:08) Importance of Basic CX Principles(23:35) Building Future-focused CX(27:14) Employee Experience and Its Impact(31:00) Role of Leadership in Transforming CX(39:03) Embracing Empathy in CX(42:03) Resources for CX Leaders(45:14) How Do You Engage with Frontline Teams?(48:06) Final Advice for CX Leaders

Who is Adrian, and is he the rebel of CX? We got to talk to this legend of a speaker and best-selling author on customer service, experience and engagement about his take on CX today, what matters and not, and not at least: Is it really possible to design an experience? A fun and engaging conversation with one of the pioneers within Customer Experience in Europe! This weeks cx position: how about this one: https://www.linkedin.com/jobs/view/3568356269/?alternateChannel=search&refId=GWulcnZrl%2Ff9hOzb85y7Ng%3D%3D&trackingId=NSqiOLviDXx2tOvCyCy0jg%3D%3D

I denne episoden tar vi for oss en artikkel av ingen ringere enn vår tidligere gjest, Adrian Swinscoe, hvor han tar for seg noen urovekkende trender innen kundesentre i 2023 - hvor han også adresserer hva han mener er viktige faktorer for å lykkes med en bra kundeservicetjeneste. Vi vet at Kundeservice ikke definerer hele kundereisen, men det er likevel en så vital del av den at denne artikkelen måtte vi prate om! Lenke til saken: https://www.forbes.com/sites/adrianswinscoe/2023/07/26/recent-research-suggests-that-something-has-to-change-in-the-contact-center-space/

Adrian Swinscoe, an Aspirant Punk at Punk CX, joins Sean McIver to explore the Punk CX movement and its potential to revolutionise the service and experience industry. They dive into the role of punk spirit in challenging CX norms and championing authenticity, how organisations can embrace that punk aspect, and the role of technology in enhancing the agent experience and delivering exceptional customer service.

In this episode, Adrian Swinscoe of Punk CX joins us to talk all about why Adrian likes and writes about CX; why customer service really isn't all that complicated (even for the bigger brands); and how we can start bringing empathy into CX!

Today we're going to talk about the value of thinking about experience holistically - customers, employees, and the business, so that when it's done well, everyone wins. To help me discuss this topic, I'd like to welcome Adrian Swinscoe, Customer Service and Experience Advisor, Mentor, author of the book Punk XL, and host of the Punk CX podcast. RESOURCES The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/ For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com The Agile Brand podcast is brought to you by TEKsystems.Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Today we're going to talk about the value of thinking about experience holistically - customers, employees, and the business, so that when it's done well, everyone wins. To help me discuss this topic, I'd like to welcome Adrian Swinscoe, Customer Service and Experience Advisor, Mentor, author of the book Punk XL, and host of the Punk CX podcast. RESOURCES The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/ For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com The Agile Brand podcast is brought to you by TEKsystems.Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

 Teaching Brands to Master “How to Wow” in Customer Experience   This week, we welcome Adrian Swinscoe to the Digitally Irresistible podcast. Adrian is a prolific writer, blogger, podcaster, and the author of four books about customer experience.  Adrian works with companies looking for cost-effective ways to improve business and team performance, find new customers, and keep their existing ones. He and his associates focus on helping clients improve their customer service, customer experience, client experience, and business. His work results in increased profits in sales, higher productivity, increased word of mouth, improved service, and an overall increase in the customer and employee experience.  On this episode, we discuss the eight sections of his first book, “How to Wow, 68 Effortless Ways to Make Every Customer Experience Amazing.”  A Guide to Help People Chart Their Brand's Own Path to Greatness  Fifteen years ago, Adrian recognized an abundance of opportunities to improve customer service, including staying out of the way of employees who do their best to treat customers well. He started writing and writing, and writing (and podcasting) about it: articles, blog posts, a column for Forbes, and four books. Companies seek his help in building amazing customer and employee experiences.   Adrian describes himself as “an advisor, speaker, and bestselling author on customer service, experience, and engagement.” He helps brands “craft their own level of greatness and deliver their own level of greatness and engagement to their customers.” Unpacking “How to Wow” In “How to Wow,” originally published in 2008, Adrian organized 68 effortless ways to wow into eight sections. The first five sections—Attract, Engage, Serve, Keep, and Refer—are all external, customer-facing actions brands can take. The second three sections—Communicate, Motivate, and Lead—are internal employee-facing actions. On this episode, we discuss these eight sections. As you'll discover, each section leads right into the next.  Attract Adrian's experiences as a consumer, researcher and analyst taught him that people don't like to be “sold to”. He was convinced that there must be better ways to attract people than overt selling. He sought more empathetic and sustainable methods to attract people. Ways that are more appealing to the people you're trying to attract so that they're more receptive to your message. And once you've attracted people, then you can… Engage To engage people in a sustainable way, you have to step back and take a look at your relationships. In each case, ask where is this relationship now and where is it going? Understanding your relationships is the first step to knowing what interests the people you attract. Knowing what interests them enables you to treat them with respect and empathy, and to balance two very different dynamics: making yourself interesting and proving you're interested in them.  Knowing what interests them allows you to… Serve Service goes beyond customer service. It's about being proactive in service to people across the business.   How do I serve you? How do I serve you as a marketer? How do I serve you as a salesperson? How do I serve you as a support rep?  Think about different ways to help the customer achieve their goals. When serving people is part of the foundation of who you are, you can build relationships that mean more than sending them a thank-you gift after they've bought something from you.  Strong relationships are relationships you can…  Keep Adrian doesn't use the word loyalty because he thinks loyalty is a product of what you do.  Loyalty programs, rewards, and special discounts can help, but keeping customers is about the fundamentals of what we do.   Keeping is about how you value the relationship. Can you give people access to different things? Can you make them successful? Can you make them feel like they belong?   When both sides value a relationship, it's only natural to ask your customer to… Refer If you've gone through the earlier steps, have built strong foundations for your relationships, and continually build on those relationships, then people may be ready to become an advocate for you.  The key is advocacy doesn't happen by accident. Sometimes you have to help people be an advocate. Sometimes you have to do something as simple as just asking them. And too many companies don't ask for a referral.   Also, bear in mind that sometimes they don't know how to refer. So, think about their situation and make it easy for them. That can be a powerful way to start driving a stream of referrals back into your business and building your community of relationships.  Now, let's move from the external ways to the internal…  Communicate This section is about how we communicate with our customers, how we take what they tell us— particularly around surveys and feedback and customer voice—and how we take it into our business. How do we act on it? How do we then communicate back to customers and tell them, “this is what we're doing”?  Again, this is all in service of building relationships, showing people, “We value what you say. We are listening to what you say. We are thinking about what you say,” and “We are acting on what you say.”  Still, customer survey fatigue is a real thing, and we have to understand that somebody giving us feedback is a gift. We have to make sure we respect their time and make taking a survey easy for them. Make sure they understand that if they give us this feedback, we'll value it and act on it. For many companies, the question is how. How do we connect with our customers? How do we listen to them? How do we act on what they tell us?  They've learned that it takes engaged employees to deliver exceptional service, so we… Motivate Motivate and Lead are two sides of the same coin: how do we build a culture of highly engaged employees who truly value customer relationships? This culture empowers people, supports people, and enables people to be the best versions of themselves in service of the greater mission to serve their customers.  Why the same coin? Because how effectively we motivate employees is influenced by how well we… Lead Sometimes leaders within companies need to do things differently in order to enable, support, motivate, and inspire their employees to do a great job and go that extra mile in service of their customers. That may require them to change their thinking, to do things differently, to lead by example.  Adrian loves the idea that comes from the old Toyota management system, where managers and leaders would do Gemba walks (Japanese for “actual place” walks). They'd walk the factory floor to understand the work, see processes in action, ask questions, and learn how things were being done. He also says you can learn a lot about a company by their Terms and Conditions page on their website. Many are written so only a lawyer can understand them. Some companies have rewritten them in plain language so all their customers can understand.  Make Improvements Incrementally Trying to improve all aspects of customer and employee experience at once can be a great challenge. Adrian cites a concept known as the aggregation of marginal gains, which was popularized by Dave Brailsford, who became performance director for British Cycling in 2003. The idea is that if you execute a series of marginal gains of only 1%, the aggregate of those small gains over time will equal a major gain.  What Adrian Does for Fun If you agree with me that Adrian is a rock star, you may be right. In his spare time, Adrian likes to go rock or boulder climbing—indoors or outdoors, depending on the weather. In fact, after recording this podcast with me, Adrian headed to a nearby boulder gym. Rock on, Adrian. To learn more about Adrian and his work, you'll find him on LinkedIn, Twitter, and his website, www.adrianswinscoe.com. Adrian also recommends looking him up on your favorite search engine, as there aren't many people named Adrian Swinscoe. Watch the video here. Read the blog post here. 

Lauren is joined by Adrian Swinscoe, a customer experience consultant and advisor who has been growing and developing customer-focused businesses for over 20 years. Adrian helps companies deliver better customer service and customer experiences in two ways; the first is through acting as an advisor on specific service, experience and engagement issues, and the second is by building internal team and leadership capability via mentoring, thought leadership and masterclasses.

How do blockchain and related technology impact customer experiences? How best to pivot strategies around customer service and marketing to stand out from competitors? Stacy Sherman interviews Adrian Swinscoe, a visionary and author, about business transformation and customer loyalty. He explains how our memories last, especially the bad experiences over delightful ones, and ways to ensure the good are prominent. You'll learn tactics to "Wow A Customer" and keep them coming back, differently than you might think. There's no doubt that after listening to this show, you'll look at your business in a whole new way More info: DoingCXRight.com/podcasts

Exploring the book Empathy in Action – Pt. 1: How to Put Empathy Into Action in Your Customer Experience-This is the first in a four-part series highlighting key takeaways from Empathy in Action, a new book by Genesys CEO Tony Bates and Dr. Natalie Petouhoff. In this episode, we interview author and speaker Adrian Swinscoe about his recent article about the book on Forbes.com. Discussion points include building an empathetic musculature, blind spots to avoid, and utilizing advanced technology. Get the book here.    

Minter Dialogue (MDE464) Adrian Swinscoe is a speaker, multiple time author, advisor and renowned expert on customer experience. He's also been on my show 2 times before, a most rare occurrence. After Punk CX, he's now come out with Punk XL, where XL stands for Experience Leadership. It's a delightfully collaborative book. In this conversation with Adrian, we discuss what Experience Leadership means, the responsibility associated with freedom, what does being authentic really mean, how to keep the voice of the customer present in your organization and the importance of the employee experience. If you've got comments or questions you'd like to see answered, send your email or audio file to nminterdial@gmail.com; or you can find the show notes and comment on minterdial.com. If you liked the podcast, please take a moment to rate/review the show on RateThisPodcast. Otherwise, you can find me @mdial on Twitter. Show notes: https://www.minterdial.com/2022/03/adrian-swinscoe-punk-xl/

ICYMI - Interview from October 2020 Adrian Swinscoe is a punk; a real punk. He has his two feet on the ground but doesn't shy away from telling others what it is whether from the stage, through his books or in conversation and workshops; “pull your damn socks up!”. This is what makes Adrian engaging, his knowledge, his grounded outlook but also his passion for improving service and customer experiences. He calls himself a Service and Experience Anthropologist. Wish I had thought of that.

In this webinar episode, Adrian Swinscoe, Customer Experience Expert, talks about proactive customer service techniques to transform your Customer Experience.

What it Takes to Deliver Great Experiences at All Levels  Shep Hyken interviews Adrian Swinscoe, CX thought leader, Forbes contributor, speaker, and best-selling author of Punk CX and Punk XL. They discuss what experience leadership means to the individual, the team, the organization, the customers, and beyond.  Top Takeaways:   ·      It's no longer sufficient just to talk about customer experience in isolation. We have to start thinking about it holistically and ask, “What does it mean for the entire business?” ·      There's a lot of power in a place called the "gemba", meaning the real place. In business, "gemba" is the place where value is created. Figure out where the gemba in your business is and ask yourself, “How can I go there? And, how often do I go there to understand what's going on with my customers and my employees? ·      On feedback… Psychologically, with a blank text box, people don't know where to start or how to start. When you are asking for qualitative feedback, guide your customers by creating a fill-in-the-blank item. Lead with statements like, "Your experience would be better if we..." ·      Some leaders and executives are suffering from the Jekyll and Hyde Syndrome. Even a reasonable person might reach a point where they, without realizing it, would treat customers in a way that they themselves wouldn't find acceptable.  ·      All proceeds of Adrian's book, Punk XL will go to Doctors Without Borders as an acknowledgment of the work that they have done for the last 50 years. How cool is that! Quote:   "When you are sending a customer survey, make it shorter. You are asking your customers to take the time to tell you what they think. Respect their time by keeping it as short as you possibly can."  About:   Adrian Swinscoe has been growing and helping develop customer-focused large and small businesses for over 25 years. He is a CX thought leader, Forbes contributor, speaker, and best-selling author of Punk CX and Punk XL. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

We've brought together customer support experts for a discussion on the trends transforming support and their plan to tackle them.Joining us are Adrian Swinscoe, CX advisor, author, and speaker, Ruth O'Brien, Senior Manager of Customer Support at Intercom and Shawn Carter, Customer Care Team lead at Aircall.Read The Intercom Customer Support Trends Report 2022 here: https://www.intercom.com/blog/customer-support-trends-report-2022/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Happy New Year to all our listeners at Fireside Chats Without The Fires, and thank you all for the support for the podcast. As we enter our second year (yes, second!!), we are amazed to be starting the year with a simply outstanding guest. Adrian Swinscoe, the author of Punk CX, joins Neal to talk about his latest book, Punk XL.  Punk XL does the entire CX community a solid by creating this creative masterpiece (yes, masterpiece) of tracks that make us think/re-think how we set our customer-facing organizations up to succeed. Ever heard of rEcIpe? HIPPO? Proto-WTF-col? Each of these explained on video and sound by author extraordinaire, Adrian Swinscoe 

Executive Producer | Communicate Your Why Podcast Network I connected with Ben over LinkedIn in 2019 as I was giving away PUNK CX by Adrian Swinscoe and Ben had won a copy. As I mention in more detail during the interview I never really checked out what he did. That is until this summer. As Executive Producer for the Communicate Your Why Podcast Network I had to learn more. And I went down the proverbial rabbit hole of his website and publications. Ben, like me, believe in the ‘why' in people. Also early adopters of Simon Sinek's (Start With Why) but Ben has taken it much further. He helps people to find their why and then to share that to others. His podcast network has professional podcasters from differing backgrounds working with clients to write their story, tell their why, and generate content for publications or sharing on social media. Truly a podcast network. One concept he has is “give me 4 hours or your time and I will give you a years worth of social media content”. Anyone who is into content generation will know you spend more than 4 hours a year! The idea for that he gleaned from Gary Vaynerchuck podcast which I also think I had heard. Ben has taken that into his business and made it a success. If anyone here is interested in getting your podcasting game into shape, follow the link below to his free “30-day to launch podcast checklist”. Really fun talking with him and I am sure to circle around again soon to go deeper on some of the topics. Enjoy! Guests LinksWebsite https://communicateyourwhy.com Launch a podcast https://communicateyourwhy.com/30-day-launch/ Social links https://www.linkedin.com/in/yourbrandmarketing/ My LinksMy most recent blogpost at https://www.andrewfmaher.com

Adrian Swinscoe, the author of PUNK CX, is today's guest on the podcast. Adrian shines a light on the backstory of the PUNK CX book, and how, over a few drinks in a bar, the idea came to him. He passionately explains what being a CX Punk in today's CX World means and why it's important to “shake the tree”. Adrian is very clear that the book is not the answer is all the challenges that exist within CX today, more so that the whole premise of the book is to encourage people to do better work. As Adrian puts it, “Following the crowd won't get you to number 1. Are you an artist, or are you colouring in” Lastly, Adrian points out how being brilliant at the basics will have a profound impact on your customers, that they will feel safe and sound with you and your company. There is so much insight and intelligence that Adrian shares on this episode, it will get you and your company thinking about how CX is being run in your company.

Adrian Swinscoe is a CX PUNK, bestselling author of How to Wow and Punk CX, FORBES Contributor, Keynote speaker, and CX advisor.

Un livre sur l'expérience client intitulé Punk CX n'est pas qu'une promesse de divertissement mais aussi de provocation. Adrian Swinscoe est allé au-delà de cela cependant et il a également rendu … Lire la suite The post CX Expérience client : never mind the bollocks, et vivent les Punks ! appeared first on Marketing & Innovation.

A book on customer experience entitled Punk CX is bound to be entertaining, disruptive and provocative. Adrian Swinscoe made it also very insightful. With regard to Customer experience, frustration is … Lire la suite The post Never Mind The Bollocks Here's The PUNK CX Customer Experience appeared first on Marketing & Innovation.

Fireside Chats Without The Fires continues its partnership with the CXWG2021 to bring awareness and support to this amazing event.   On today's podcast hear from Adrian Swinscoe. Adrian will share how and why he got involved in the CXWG, what they mean to him, and what he expects to see from the teams involved.   Tune in to find out more!

What Is “The Messy Middle” of Data?“The idea about the messy middle came from a conversation I had with Michael Ramsey with ServiceNow. It was related to customer service. He came up with the idea of the messy middle. We realized that the messy middle is not something which is exclusive to the customer service and there's messy middles all over organizations.One piece of research claims that only somewhere between 15% and 17% of all organizations are making good on their data strategy. They're not hitting their objectives.This messy middle problem isn't exclusive to data. It's all over the organizations. We tend to look at things in the exterior but don't necessarily think deeply about how we do things. It's when we look deeper that we actually find the real nutty problems.”I remember talking to a friend of mine, James, who is a process and data guy. His job in larger organizations is to go around and sort of improve processes. He said to me, “You know what? 95% of problems don't happen within teams. 95% of problems happen in the gaps between teams.”The problem is that's 100% of where our focus is not. Our focus is generally in our teams and in the domains that we control, not in the things that connect what we do. The gaps in between all the teams, processes and systems: That's where we don't focus but that's where most of the problems show up.”

Adrian Swinscoe wears many hats. How many do you ask? Well... He's the author of three books (https://www.amazon.com/Punk-CX-Adrian-Swinscoe/dp/1095272012 (Punk CX), https://www.amazon.com/How-Wow-Effortless-Customer-Experience/dp/1292116897 (How to Wow), and https://www.amazon.com/Rare-Business-Relationships-Customers-Sustainable/dp/0956673503 (RARE Business)), He's been blogging and podcasting for 10 years, so way before it was cool (https://podcasts.apple.com/us/podcast/punk-cx-with-adrian-swinscoe/id575552097 (Punk CX)), He runs a https://www.adrianswinscoe.com/ (consulting company), He writes for Forbes (check out his work https://www.forbes.com/sites/adrianswinscoe/?sh=3c97a1194af2 (here)), He's a Fellow at the Royal Society for the encouragement of Arts, Manufacturing, and Commerce, And an Ambassador for the European Customer Experience Organization (https://ecxo.org/ (EXCO)). What did we talk about you might ask? Well, plenty! This is one of the longer shows at 45 mins, but you will want to listen to the end. Adrian and I cover: How CX has evolved over the past 5 - 10 years, and boy does he have perspective What differentiates the best CX leaders from the laggards The Core tenets of CX The 2-3 traits that differentiate the best CX leaders from others in the discipline How CX teams can drive culture change The CX Tech Stack and how it adds value Where CX should sit in an organization This show is just jam-packed with goodness. If you're a new CX practitioner, a new CX leader, or a seasoned CX leader, there is plenty to take away here.

A common theme across the best companies that Adrian has worked with is that they are always open to new things. You can't stay at the top of the charts by resting on your laurels and singing the same old tune. Working hard, intensely so, but staying humble is key. Thinking that you're already the best and what you've achieved will keep you that title can't be the leading strategy for any organization wanting to earn customer loyalty. Make sure you're looking for opportunities to do better in different and innovative ways. It's about improving, constantly. Planning the future; researching the next big thing in technology and experimenting around different ways of working are really important, but all useless if you aren't hyper-focused on what's happening here and now. The future is built on the present, and the best organizations are those who are working on being the best they can be right now – because it's in the here and now that your customer is ready to spend money with you. If they tell you about the brilliant service they received, capture that – and transfer it to those future plans.If you think about the brands that are held up as being the best, their CX secrets are hiding in plain sight… they have their basics for the customer down to a T, and that's how they treat every customer, every day. To get to that point, you really must understand your customer's needs, and that takes ongoing dialogue. Talk to them about what they do, how your service helps them, their buying history with you, and what they expect from your organization in the future. (But don't forget the here and now – always involve them in a conversation about what's happening right now, and how you can make their day easier.)Those consistent conversations with customers will give you priceless feedback on all aspects of your business. But – don't fall into the danger of thinking you know all the issues affecting customers, or what they love most about your brand. Think again! Each and every one of those small annoyances or moments of magic could easily be dismissed as insignificant. It's building on a lot of those little things that will add up to big things. We often take for granted the results we see when a beautiful painting sells for a record amount, or a new 100m world record is smashed – but these huge achievements are the product of hard work, and small improvements daily.

How to optimise your customer service Adrian Swinscoe is a celebrated speaker, author (Read: Punk CX) and advisor in the customer service and experience industry. In this week's podcast, we were lucky enough to catch up with Adrian about a customer service improvement project he recently advised on. Adrian was approached by an agile, fast-growing company that wanted to make sure they were running an optimal customer service operation. But, they weren't really sure how well they were doing. We find out: • Adrian's approach to assessing the company • How he discovered some quick wins • What changes were implemented to take their customer service to the next level. We then dive into the future of customer and the technological changes you can expect.

Join the podcasters community HERE. Produced by Pikkal & Co - Award-Winning Podcast Agency. Adrian Swinscoe, Host of Punk CX joins Bharath in today's Magic Mic. Tune in as Adrian shares his decade long journey as a podcaster, why he switched to Podcast.Co and how he overcomes his challenge & stays committed to producing his podcast.

In this episode, I've assembled a global cast of outstanding customer experience leaders to discuss the transformational effect a rich and robust community can have on the customer experience your brand delivers. Here's just a taste:Tony Ambroza, Chief Brand Officer with Carhartt, tells me that a community-centric perspective was built into the company more than 130 years ago and continues to be what sets his company apart today.Brett Frazer, Vice President of Customer Service at Sunbasket, shares how they have tapped into the experiential knowledge aptitude of their best customers to help service other customers with great success.Frances Frei, professor at Harvard Business School, encourages brands with highly configurable products and services to leverage their customers, who often have specific experiences with and answers to tricky customer service inquiries.Anne Morriss, Executive Founder of The Leadership Consortium, says brands must find ways to capitalize on the peer-to-peer interactions customers have with each other as they interact with a brand.Adrian Swinscoe, author and customer experience advisor, cautions brands to not fall into the trap of assuming they're the experts for their own product or service, because it is actually the brand's customers who are the true experts.Dan Gingiss, CX coach and keynote speaker, suggests brands take the bold step of asking customers why they choose to do business with the brand rather than the brand's competitors, to uncover which differentiating factors the community cares most about.And that's just a start!On the next episode of ExPEERience, we'll talk about how brands need to respond when, not if, things go wrong. When mistakes happen, the relationship with your customer comes under threat. But done right, great CX can build trust, increase loyalty, and turn your unhappy customer into a lifelong fan.I would like to thank the team responsible for the creation and production of ExPEERience: SAP Executive Producer, Melissa Lange; our production partners at Simpler Media, Evo Terra and Sam Walker; and the SAP team Ana Amman, Tram Anh Nguyen, Tara Sorman, Molly Breene, and Amber Hatfield. I'm Paula Hansen, Chief Revenue Officer for SAP Customer Experience and the host of ExPEERience. Thank you for listening.

The CX Goalkeeper had a smart discussion with Adrian Swiscoe Adrian is a Customer experience advisor, author, speaker, workshop leader and aspirant punk at Punk CX. He is the co-Founder of the European Customer Experience Organization (ECXO) We discussed following tracks from his book:With great power comes great responsibilitiesCX is not F***** metricsSimplicity rules: ok?The answers are right in front of view His book suggestion: Worth It by Dan PriceHow to contact Adrian:https://www.linkedin.com/in/adrianswinscoe/https://www.adrianswinscoe.com/Amazon link to Adrian's book «PUNK CX”Adrian's gold nuggets:“Find something you love to do”“Be curious about everything”Thank you Adrian!#customerexperience #leadership #innovation #transformation#punkcx

Punk CX's back-to-basics approach urges us to think of customers as people first, then consider the technology, methodology, process, etc. Adrian's manifesto is to prevent customer experience management from disappearing up its own backside with essential, powerful insights and actionable ideas that can help CX leaders at organizations of any size.To find out more, check out these links:Website: https://www.iadvize.com/cx-series​Terrence's LinkedIn: https://www.linkedin.com/in/terrencefox/​iAdvize's LinkedIn: https://www.linkedin.com/company/iadv...​Facebook: https://www.facebook.com/iAdvize.worl...​Instagram: https://www.instagram.com/iadvize/?hl=enTwitter: https://twitter.com/iadvize​Twitch: https://www.twitch.tv/iAdviZe​

Punk is more than songs; it is an ethos, as well as an aesthetic. The punk lifestyle and its music is all about attitude, and fighting against norms, traditional dogma, social injustice, and intolerance. It strives to move outside of how things have always been done, as well as being cautious of authority. The more society tells you that you should be doing something, the more likely you are to see punks heading in the other direction. Today we’re talking with Adrian Swinscoe, customer experience guru and author of the book Punk CX, which draws on his love of the punk lifestyle and culture to make the case that we need to rethink the overly bureaucratic and out of touch consumer experience apparatuses of many corporations. He advocates for DIY, democratic, back to basics cultural approach. So, sit back, put on your headphones, break out your torn jean jacket, metal studs, spiked piercings, and Punk attitude, and listen to Adrian talk about how to make CX more Punk Rock.

This time, we have a very special guest as a part of our series of interviews with top CX professionals. This is Adrian Swinscoe, who, ... The post Raise the Experience of Your Customers to a New Level with Adrian Swinscoe appeared first on Help Desk Migration Service.

Interesting conversation and a pleasure to catch up with global Irish man Oisin Lunny. We cover a range of topics including his perspectives on the latest tech trends for events, the power of podcasts, and why music has helped to keep us sane during the lockdown. See more on his website here. Podcasts trends, tech insights and why music helps our resilience, Oisin Lunny Irish Tech News · Podcasts trends, tech insights and why music helps our resilience, with Oisin Lunny Oisin Lunny is an award-winning marketer, webinar and podcast host, MC, public speaker, virtual event consultant, UX business professor, and writer. His work has been translated into Chinese and Arabic, and read over half a million times as a senior contributor to Forbes, music editor at PHOENIX Magazine, and via regular contributions to The Guardian, CX Magazine and many others. He has also been featured on CNN, BBC, The Observer, The Telegraph, Business Reporter, The Drum and CMO.com. He is also the editor of Adrian Swinscoe’s book Punk CX. He is the host of the Siemens Advanta podcast and the Audio Talks podcast by HARMAN and a guest lecturer at IMB International Music Business School, and has worked in a series of leading global technology firms over the past 20 years as Global Product Manager, Country Manager, VP of Technology, Senior Market Development Manager, and Chief Evangelist. Oisin has hosted, moderated and given keynote presentations at over 200 conferences in every corner of the world, including TEDx, MWC and six times at SXSW. He is known for reliably owning the stage as an experienced event MC, and facilitating vibrant discussion with senior leaders from industry, technology, culture and government. He has joined advisory boards for SXSW, The Economist Big Think, Customer Experience World, Digital Marketing World Forum, Dublin Tech Summit and the Customer Experience Foundation. He was named the #5 most engaged marketer in the UK by LinkedIn, Top Twitter Influencer in Mobile Technology by Technopedia, and Top Thought Leader in Mobile by mCordis. Oisin maintains a parallel profile as a composer, producer, and DJ. His decades of experience in the creative industries enables him to bring insights from the world of music into entertaining keynotes about the art of networking and business leadership. His first band had a UK top 30 hit and supported Depeche Mode and U2, while his solo music has been featured in films The Mean Machine and Human Traffic. He also composed the original scores for several BBC and Channel 4 documentaries. Oisín Lunny TV, Event & Podcast Host, Speaker & MC tweeted: The selector-in-chief strikes again , and quoted BASS, MIDS, TOPS OUT NOW tweeting: More about Irish Tech News and Business Showcase here. FYI the ROI for you is => Irish Tech News now gets over 1.5 million monthly views, and up to 900k monthly unique visitors, from over 160 countries. We have over 860,000 relevant followers on Twitter on our various accounts & were recently described as Ireland’s leading online tech news site and Ireland’s answer to TechCrunch, so we can offer you a good audience! Since introducing desktop notifications a short time ago, which notify readers directly in their browser of new articles being published, over 50,000 people have now signed up to receive them ensuring they are instantly kept up to date on all our latest content. Desktop notifications offer a unique method of serving content directly to verified readers and bypass the issue of content getting lost in people’s crowded news feeds. Drop us a line if you want to be featured, guest post, suggest a possible interview or just let us know what you would like to see more of in our future articles. We’re always open to new and interesting suggestions for informative and different articles. If you would like to be featured in our podcast series drop us a line & don’t forget to sign up for notifications for our latest episodes and follow us on Twitter, Li...

Clientship's CX Superheroes is now in its 5th series. Our aim is to bring listeners keen to progress the knowledge and insights from the world of customer experience. We hope listeners are inspired by the speakers and their topics. In this episode, Clientship's Christopher Brooks is in conversation with the world renonwed CX influencer Adrian Swincoe. Adrian leaves a impression on those he deals with. One which makes them think again about CX, from his no-nonsense persepctive. As a writer for Forbes, a published author and serial speaker on the world's biggest CX stages, Adrian's mantra is simple; create better outcomes which you are proud of. In conversation, they explore the simplicity of CX as a topic as well as take some less conventional paths into CX management in an quest to arrive at different outcomes. Never afraid to speak his mind in the pursuit of a better world and and improved CX practices in it, Adrian lives up to his reputation of disrupting convention in pursuit of a better tomorrow. Fortunately only one expletive!

PeopleHum talks to Adrian Swinscoe on how customer experience can be achieved by balancing simple fundamental concepts of work experience and employee experience. If you like the podcast, please follow the channel, so we could keep producing more content like this!

Adrian Swinscoe is a best-selling author, Forbes, contributor, speaker, advisor, aspirin, customer experience punk; we are going to find out about that CX Punk. His driving passion is helping to create and develop and grow businesses that take care of their customers in the best way possible and building great teams that require to do this. So, it is a focus on excellent customer service and experience.   The key to understanding and dealing with COVID19 area is being mindful of what our people are going through as they transition to remote working and how we can help them do the best job that we can. But also, how can we communicate with our customers to help manage and set expectations at this incredibly challenging time, of business as unusual. The idea that you could take service as usual and turn up the volume is just not going to cut it right now, says Adrian. We must think about it as service as unusual.   You do not necessarily have to ask for Customers help specifically. You must tell the customer what is going on and that you are working hard to resume service, but right now this is services unusual. Adrian gives an excellent example of how a bank frustrated their customer by not communicating effectively.   COVID19 has shined a light on what good CX can and should look like. What we are seeing is the best just know this and get this, and everybody else is way far behind. The exciting thing about it is that empathy does not exist at an organisational level. Empathy is a human and individual thing and unless you are predisposed towards it, or you have had an experience of developing it. Empathy is a habit and behaviour that we can learn, but it takes effort, time, discipline, and commitment. If we all try and do it, we will all get better at it.   Adrian recounts a story from Zappos in the US, that delivered exemplary customer service in unusual quarters. He references new research from Edelman that says over 90% of customers are reporting that they are paying close attention to how brands look after both their employees and suppliers in this time. They want them to do the right thing by these groups, even if that costs them in the short run. The follow-up piece on the research was that over 70% of those customers reported that if they saw those brands not looking after their people and suppliers, they believed that the brand would lose their trust forever, and they would never do business with them again. We will find out over time, said Adrian, but what it provides is evidence for is this idea that what you do right now matters, and it will have a lasting consequence. So, pay attention! People think that sales and customer experiences separate, but they are not. They are entirely and directly linked says, Adrian. What’s the difference between customer experience and the customers' experience? Actual, says Adrian, the difference can be a country mile. Customer experience could be a thing that gets done in organisations, whether it is a service department or marketing and then sales are separate from that. The customers' experience has got nothing to do with the organisation, it is about what the customer experiences when we deal with a brand.  Sales is an intrinsic part of the whole customer journey with a particular brand. Therefore, it is a massive part of what happens that makes your customer experience.   Other research that says that 90% of all loyalty is driven by two points on a customer's journey with a brand. Firstly, over 45% of all loyalty, is what happens around the customers buying experience that includes complaints, sales, and everything else that their experience and their memories help driver loyalty. Secondly, what happens when something goes wrong. Sales play a role in both of those things; from a direct sale, account management and managing the relationship. To say sales and customer experience are separate is looking at it from a traditional organisational perspective, but in the mind of your customer, they are just the same thing. Ultimately, says Adrian, it is not about you, it is about them. https://www.linkedin.com/in/adrianswinscoe https://www.adrianswinscoe.com Books by Adrian Swinscoe: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing Punk CX 

In this episode of Customer Service Secrets, we talk with Adrian Swinscoe, customer experience author. In this episode we talk about his views on what he calls “Punk CX”. Sometimes we complicate customer experience. We get deep into the weeds of it all and Punk CX is all about getting back to the simple needs. Join us as we dive into this idea of simplifying and and teaching our customers how to help themselves. TimestampsIntroduction to Adrian Swinscoe 1:15How Punk CX came about 3:04How to Simplify CX 8:12We Like helping Ourselves 12:18“60% of your in bound demand for help can be solved either by you being better at solving things first time around, or..helping customers help themselves.” 13:27https://www.kustomer.com/

https://www.engati.com/ Engati is the world's leading no-code, multi-lingual chatbot platform. Blog link: https://blog.engati.com/ | Subscribe now. We are joined by Customer Service and Experience expert, Adrian Swinscoe whose passion is to help create, develop, and grow businesses that take care of their customers in the best way possible. On this episode of Engati Engage, we discuss the challenges of making your business more customer-centric, and how to break away from that traditional mold using Chatbot technologies and AI. Follow us on Facebook: http://s.engati.com/157 LinkedIn: http://s.engati.com/158 Twitter: http://s.engati.com/156 Instagram: https://www.instagram.com/getengati/ https://www.engati.com/glossary/agent-productivity

Adrian Swinscoe is an adviser, writer, and speaker with a focus on CX and customer service. He writes regularly about CX in the business journal Forbes and he has published several books on CX, including Punk CX in 2019. In the podcast we explore Adrian's view on Punk CX and how to plan for a back to basics strategy. https://www.linkedin.com/in/adrianswinscoe/ http://www.adrianswinscoe.com/

This episode of the Chief Customer Officer Human Duct Tape Show is a little different. Adrian Swinscoe and I have a fun, quick rant about some of the things that are bothering us when it comes to customer experience and how it’s approached. Adrian is a customer experience consultant, a Forbes contributor, and the author of the book, Punk CX. This interview was originally featured on his podcast, Punk CX.

There is no denying that the end goal of any business is growth. And the one definitive way of achieving more growth is focusing on customer experience. Hence, for any organisation, its business strategy must go hand in hand with its CX strategy: the CX strategy must actualise the business strategy. However, many times, this does not happen and there is a significant gap between the CX and the business strategy. To discuss how organisations can bridge this gap, I am joined today by one of the best and the brightest in the CX world - Adrian Swinscoe. Adrian is a veteran customer experience consultant and advisor. He is also a best-selling author, Forbes contributor, blogger & podcaster, frequent conference speaker, panel participant and chair in various reputed CX conferences around the world. Among other things, Adrian and I discuss: Why do misalignments between business and CX strategies occur? How can organisations bridge the gap between business and CX strategies? What challenges do organisations encounter when aligning the two strategies and how they can overcome them? Connect with Adrian on LinkedIn: https://www.linkedin.com/in/adrianswinscoe/ Twitter: https://twitter.com/adrianswinscoe Special offer for CX Conversations listeners on PunkCX Kindle eBook until 26-Dec-2019 Amazon UK: https://in.omo.to/punkcx-amazonuk Amazon US: https://in.omo.to/punkcx-amazonus Register here to get updates in your inbox: https://om1.cc/cxcon Looking for an NPS solution? Check out https://omoto.io

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 little about how the book came about, what's in it and what you can expect from it. Check out the highlights below and grab a copy of the book. ;) This interview follows on from my recent interview – Moving from product to customer centricity, the Mercedes Benz USA story – Interview with Joseph Michelli – and is number 173 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.

Adrian Swinscoe is author of the book PunkCX. Adrian’s view is that everyone in the customer experience field is doing the same (boring) things. We are all customer journey mapping, we all do NPS research, but no one really create customer experiences that really stand out. PunkCX is a manifesto to be more daring and […] Het bericht OKG 72 – Creating more Punk Customer Experiences with Adrian Swinscoe verscheen eerst op Sydney Brouwer - Spreker Klantgerichtheid.

Adrian Swinscoe is author of the book PunkCX. Adrian's view is that everyone in the customer experience field is doing the same (boring) things. We are all customer journey mapping, we all do NPS research, but no one really create customer experiences that really stand out. PunkCX is a manifesto to be more daring and disrupting as a CX professional. Because if CX Professionals don't do that, they will become irrelevant. In this episode I talk to Adrian about the book.

How do we deliver customer experience in a way that's meaningful and that people want to listen to? When average seems to be not cutting it, we need something that makes us stop and think and grabs our attention. Customers demand it, organizations demand it. As professionals, we should demand it as well. Adrian Swinscoe, the author of Punk CX, talks about an in your face customer experience that gets down to the brass tacks. He dives into the process of writing his visual extravaganza book, and touches on resilience, KPIs and metrics, effective leadership, and the Law of Three Craps.

Shep Hyken interviews Adrian Swinscoe. They discuss his new book, Punk CX, and talk about how to apply punk sensibility to the customer service world. The Interview with Adrian Swinscoe:The speed of change is unceasingly fast, but true progress can be impeded by too much to quickly. Many organizations, in fact, make it difficult for their people to deliver good service. The punk movement, inherently, was born out of a desire to disrupt and simplify. That’s what needs to happen with customer service and experience.Customers notice small details and these have a huge impact on their overall experience. For example, let’s say a customer is enjoying everything about a restaurant, but when they go to the bathroom, it is horrifically dirty and smelly. That will affect their overall experience and enjoyment of the restaurant; they may wonder if the kitchen is as dirty as the bathroom, for instance. Make sure every detail is customer-ready.The customer experience is about more than just metrics, and metrics are not always the best way to measure whether or not the experience is a good one. For instance, it’s difficult, if not impossible, to measure being kind to someone or doing the right thing. But just because these things can’t be measured doesn’t mean they shouldn’t be done. And more often than not, this will have a greater effect upon the customer than anything else.Surveys can be helpful, but quite often they are problematic because they’re a selfish venture and don’t truly make the experience better for the customer. The “Six Deadly Sins of Surveys” are making your survey relevant to your company instead of the customer, lengthy surveys, delivering surveys at an inappropriate time, not giving your customers a true voice, not thanking your customers for their time and effort, and surveying your customers too much.There is a lack of real meaning in customer service and experience these days. Many representatives merely paint within the lines of customer service, rather than venturing outside the lines to provide truly exceptional customer service. In order to make a difference and provide an amazing customer experience, you must be willing to try new things—paint outside the lines of your CX.Quote: “Listen to your customers. People will say the most amazing things if you let them talk.” - Adrian Swinscoe About: Adrian Swinscoe is a best-selling author and Forbes contributor who has 20 years of experience growing and developing customer-focused companies. His latest book is entitled Punk CX. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:What is punk CX?How can I improve my customer service/CX?How do I conduct effective customer surveys?What will turn customers away from my business?How important are metrics to CX?    Learn more about your ad choices. Visit megaphone.fm/adchoices

So this one is a little different, but what do you expect when somehow Johnny Rotten and the Sex Pistols (along with The Clash, Fugazi and other Punk Rock bands) are used to potentially put us back on the right path to creating the kinds of experiences important to customers today. A path CX thought leader Adrian Swinscoe says many companies have strayed from as they seem to be favoring opulence at the expense of providing the essentials customers depend on – which he illustrates with his new book Punk CX.

Adrian is a world-renowned customer experience expert and author. He’s consulted hundreds of businesses to help them engage with their customers, build their customer retention and improve service. You can find articles by Adrian in Forbes. He’s the author of “How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing,” and most recently his new book, “Punk CX."

Minter Dialogue Episode #331Adrian Swinscoe is a speaker, author and a renowned expert on customer experience, who runs the Rare Business Consultancy, focused on helping companies to improve their customer service and experience. After his book "How to Wow," , Adrian has just penned, Punk CX, edited by Oisin Lunny. It's a tremendous read for anyone interested in making waves and shaking things up for success. In this conversation, we look at some of the key points of the book, why and how to deliver a punk attitude in business, and create a much stronger customer experience.Please send me your questions as an audio file or text to nminterdial@gmail.com; or you can find the show notes and comment on minterdial.com. If you liked the podcast, please take a moment to go over to iTunes to rate/review the podcast. Otherwise, you can find me @mdial on Twitter. Support the show (https://www.patreon.com/minterdial)

Adrian Swinscoe is a customer experience consultant and advisor, as well as a frequent writer, podcaster, conference speaker, panelist, and interviewer. Today, he interviews Roger about how friction—defined as any unnecessary or wasted effort, time, or money in accomplishing a task—impacts not only our experience as customers, but also our everyday lives. Listen in to discover how friction can hinder everything from the success of businesses to breaking bad habits, as well as some areas where friction can actually be a good thing. You’ll learn how to identify friction and what we can do to reduce it in our lives. You can find show notes and more information by clicking here: http://bit.ly/2KLMY9Y 

Rob Walch is the VP of Podcaster Relations at Libsyn, the world's largest podcast network with over 35,000 podcasts hosted, serving over 62 million audience members monthly. In this podcast with Rob, we discuss the state of the business of podcasting, why and how brands & companies could get into podcasting, what does the future of podcasting hold and some key tips and tricks for podcasters. Meanwhile, please send me your questions as an audio file (or normal email) to nminterdial@gmail.com; or you can find the show notes and comment on minterdial.com. If you liked the podcast, please take a moment to go over to iTunes to rate/review the podcast. Otherwise, you can find me @mdial on Twitter. Support the show (https://www.patreon.com/minterdial)

[zilla_alert style=”yellow”]Click to subscribe on your mobile device:  iTunes | Google Podcasts [/zilla_alert] Adrian Swinscoe is a customer experience consultant and advisor and has been growing and developing customer-focused large and small businesses for 20 years. On this episode of The Salesman Podcast Adrian shares why “customer service” can be a unique and powerful competitive advantage for B2B […] The post #549: Why EPIC Customer Service Is a COMPETITIVE ADVANTAGE! With Adrian Swinscoe appeared first on Salesman.org.

Jeannie shares a few simple ways advocating for customers can greatly improve overall experience and what any organization can do to get started. “Who’s advocating for customers in your organization?” No matter how buried you are in day-to-day processes, or how scarce your resources are for customer experience, this is the one question you should be able to answer. Who in your company is speaking with decision-makers on behalf of the customer? Integrating customer advocacy into your business means great things for your culture, satisfaction scores, and overall customer experience. What’s more, it doesn’t require a costly, labor-intensive initiative you just can’t pull off right now. Jeannie hears a lot from bootstrapped leaders looking for the number one thing they must do to improve customer experience. She has helped them find simple but powerful ways to advocate for customers in their organizations, and she’s sharing some of her best tips today! Learn to sprinkle some customer advocacy into the way you do a few things, and the impact it has on your overall customer experience will be incredible. Related Content 360Connext® post, Customer Advocacy is Not What You Think Customers That Stick® post, To WOW Customers, Listen and Care Episode 074: Denise Lee Yohn, Brand-Building Expert Episode 154: Adrian Swinscoe, How to Wow Sponsor message: Develop your customer experience mission Do you know how to deliver the superior customer experience you visualize? We can help your team become a force for positive change, starting with a customer-centric mission. The Customer Experience Investigators™ at 360Connext specialize in helping companies across industries and around the globe. Developing and internalizing unique and scalable customer-focused missions has been crucial to their success. Want to compete with the other 89% of companies staying afloat by providing better experiences? You need a compass for making astounding changes in the customer experience while breaking down the silos that are holding you back. We offer evaluations, workshops, and roadmaps to keep your wheels firmly planted on the road to a customer-centric future. Join us on our mission To Create Fewer Ruined Days for Customers™ today. Visit us at 360Connext.com.   Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices

Episode 030 - 5 Tips to Show With Style Any trained monkey can unlock a door. But you're better than a trained monkey, right? Right! You're a member of the Boom Real Estate Podcast Elite Hall of Real Estate Champions of Showing With Style (trademark pending)! So, in this episode, we conduct a boot camp on HOW TO WOW your buyers during showings. These are “can't-miss” ninja tips that will have your buyer clients sending you referral after referral. With plenty of hijinks, as always.   SHOW NOTES Beverage [0:00] Calm intro for Producer Christian [0:34] Spider monkeys [1:21] Our exciting new podcast headquarters [2:10] Hitch the wagon to the horse? Horse to the wagon [3:38] Negative ROI helps [3:49] On punctuality [4:35] The basics of car ownership [7:26] Look AWESOME! [9:30] The deep vee [10:25] Out-dressing your clients [11:00] Prom dresses vs. wedding dresses [11:19] Preparing to show a home [12:52] Some items you can give buyers during showings to WOW them [13:27] An awesome tip for using video for showings [18:05] How to avoid spending an hour at each showing [18:28] Providing a lovely beverage for your client [19:30] Handling buyers who bring their kids [21:47] Using a clipboard with kids [22:52] The tech-forward showing [23:37] Doing something remarkable [24:45]   SHOW LINKS Spider monkey: http://images.nationalgeographic.com/wpf/media-live/photos/000/007/cache/spider-monkey_719_990x742.jpg How to Wow books: https://www.amazon.com/s/ref=nb_sb_noss?url=search-alias%3Daps&field-keywords=how+to+wow How to Wow, by Frances Cole Jones: https://www.amazon.com/How-Wow-Strategies-Brilliant-Situation/dp/0345501799/ref=sr_1_1?ie=UTF8&qid=1478054208&sr=8-1&keywords=how+to+wow How to Wow: 68 Effortless Ways Make Every Customer Experience Amazing, by Adrian Swinscoe: https://www.amazon.com/How-Wow-Effortless-Customer-Experience/dp/1292116897/ref=sr_1_2?ie=UTF8&qid=1478054208&sr=8-2&keywords=how+to+wow How to Wow Your Church Guests: 101 Ways to Make a Meaningful First Impression by Mark L. Waltz: https://www.amazon.com/How-Wow-Your-Church-Guests/dp/0764469916/ref=sr_1_4?ie=UTF8&qid=1478054208&sr=8-4&keywords=how+to+wow 52 Ways on How to Wow Your Husband: How to Put a Smile on His Face by Pam Farrel: https://www.amazon.com/52-Ways-Wow-Your-Husband/dp/0736937803/ref=sr_1_8?ie=UTF8&qid=1478054208&sr=8-8&keywords=how+to+wow K-3 Classroom: Why, How, and Wow! by Alice Baggett: https://www.amazon.com/Invent-Learn-Guide-Making-Classroom/dp/0989151174/ref=sr_1_1?ie=UTF8&qid=1478054399&sr=8-1&keywords=why+how+and+wow Purple Cow by Seth Godin: https://www.amazon.com/Purple-Cow-New-Transform-Remarkable/dp/1591843170/ref=sr_1_1?ie=UTF8&qid=1478054460&sr=8-1&keywords=purple+cow   BOOM LINKS Email: info@boomrealestatepodcast.com Web: www.boomrealestatepodcast.com Facebook: https://www.facebook.com/boomrealestatepodcast 30-Day Jump Start FREE DOWNLOAD: www.boom30.com  

Today we interview author and customer experience expert Blake Morgan to discuss the future of customer experience and her new book, More is More. Excellent customer experience as a differentiator Over the past decade, there has been a huge emphasis on customer experience in the business world, and we’ve come a long way. But today’s guest says we still have a long way to go. “Very few companies execute perfectly on customer experience and it’s a hugely missed opportunity,” says Blake. So why are many companies still failing? From social customer care to the importance of creating a better employee experience, Blake shares highlights from her groundbreaking new book, More is More. It’s all about leveraging the many overlooked opportunities to differentiate your brand through excellent customer experiences. Where do many self-proclaimed “customer-centric” companies go wrong, and how can we prepare for the best possible customer experience in the future? This episode covers a lot of ground. Listen in! About our guest Blake Morgan is the author of More Is More: How The Best Companies Work Harder and Go Farther To Create Knock Your Socks Off Customer Experiences (Routledge 2017). She is an advisor, speaker, podcast host and the President of SOCAP's Northwest Chapter. She is a former customer service practitioner having worked with and advised companies such as Intel, Verizon Wireless and many more. She lives in Alameda, California with her husband and their baby girl. Connect with Blake Blake’s podcast, The Modern Customer Twitter YouTube Blake’s website Related Content Customers That Stick® post, 6 Can’t Miss Ways to Kickstart Your Customer’s Experience 360Connext® post, Document THIS! Betrayed by Customer Experience Documentation Episode 154: Adrian Swinscoe, How to Wow Episode 094: Joseph Michelli, Becoming Customer-Obsessed Sponsor message: Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.   Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices

Adam and Jeannie interview bestselling author and Forbes columnist Adrian Swinscoe and discuss highlights from his latest book, How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. About our guest Adrian Swinscoe is a customer experience consultant and advisor, and has been growing and helping develop customer-focused large and small businesses for 20 years. He has previously worked with Shell, FT and The Economist Group and has advised and consulted to numerous large and smaller businesses helping them engage with their customers, build their customer retention and improve their service and customer experience. Adrian is a huge fan of organizations that do great things for their customers and their people. He enjoys using research, stories and human insights to help create change and better results for his clients. Overall, he's a lover of simplicity and an advocate of the human touch with some really useful technology thrown in. Adrian has an MBA from Cass Business School, City University as well as an MA in Economics. He’s also recently published a new book: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing (Pearson). Connect with Adrian Twitter LinkedIn Adrian’s blog Adrian’s Forbes column Adrian’s book, How to Wow Related Content:  Customers That Stick® Post, Exceeding Customer Expectations Is Nice but Not Necessary 360Connext® post, 8 Ways to Understand Your Customers’ Expectations Episode 094: Joseph Michelli, Becoming Customer-Obsessed Sponsor message: EXCELLERATE SERVICE 2016 promises to be an inspiring, engaging, & educational 2-Day conference focused on & dedicated to 5-Star Customer Service! In addition to the amazing content you will receive over the 2-day event, you will also be contributing to our larger vision of raising funds for Three Square Foodbank, a subsidiary of Feeding America, who serve food insecure residents in Southern Nevada.   EXCELLERATE SERVICE 2016 is all about customer service and service to a broader community. If you have a passion for service excellence and a heart for service, then this event is for you!   To learn more, go to http://www.excellerate2016.com/     Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices

Minter Dialogue Episode #210 — This interview is with Adrian Swinscoe, expert in the customer experience, author of Pearson-published How to Wow, 68 Effortless Ways to Make Every Customer Experience Amazing, a frequent Forbes contributor all the while running Rare Business, focused on helping companies to improve their customer service and experience. In this conversation, we look at some of the key levers of driving the customer experience, the opportunities for automatisation, the role of the employee experience and how to set expectations and stir emotions. Meanwhile, please send me your questions as an audio file (or normal email) to nminterdial@gmail.com; or you can find the show notes and comment on minterdial.com. If you liked the podcast, please take a moment to go over to iTunes to rate/review the podcast. Otherwise, you can find me @mdial on Twitter. Support the show (https://www.patreon.com/minterdial)

Shep Hyken speaks with fellow customer service and experience expert and author, Adrian Swinscoe. Adrian shares insights and tips from his new book, "How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing". This episode will not only share how to create a better customer experience, but it will guide you to create an amazing customer experience for every customer. Most importantly it will help you give your customers an effortless experience. If you are in any way a leader, manager, or in any type of customer service, this episode is especially for you! You can pre-order a copy of Adrian's book "How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing" here: http://amzn.to/1OhY1fI Learn more about your ad choices. Visit megaphone.fm/adchoices

Minter Dialogue Episode #160 — This interview is with Adrian Swinscoe, a consultant, speaker and author of RARE Business, which also happens to be the name of the consultancy he runs. Adrian has a long track record working with small and big companies on improving their customer experience. Adrian writes for Forbes and hosts a great podcast I can also encourage you listen to! In this chat, Adrian talks about some really interesting and different cases of companies delivering a superior customer experience. Some great insights for anyone looking to become more customer centric. Meanwhile, you can comment and find the show notes on myndset.com where you can also sign up for my weekly newsletter. Or you can follow me on Twitter on @mdial. And, if you liked the podcast, please take a moment of your precious time to go over to iTunes to rate the podcast.Support the show (https://www.patreon.com/minterdial)