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PODCAST

Punk CX: Customer Experience Insights with Adrian Swinscoe

Adrian Swinscoe | Customer Experience Strategy Expert

Adrian Swinscoe discusses customer experience and strategy with industry leaders in this engaging series about how to deliver a standout customer experience and service. Topics covered in the interviews include customer service, customer experience, customer engagement, employee experience, employee engagement, technology, adaptable and responsive organizations, digital transformation, high-performing teams, how to best leverage artificial intelligence to drive better outcomes, other new

business management

All Episodes

00:22:00

Blogger outreach and building trust with your...

Punk CX: Customer Experience Insights with Adrian... ·

2020/01/17

Today’s interview is with Hugh Anderson of Forth Metrics, a software company that is creating new, simple marketing analytics tools. Their first tool, Inkybee, aims to help small businesses and PR agencies to get more out of their blogger outreach by helping discovering blogs, manage the outreach process and measure the results. This interview follows on the back of last week’s interview: Being Likeable, leadership, customer and employee engagement – Interview with Dave Kerpen and is number

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00:21:29

Word of mouth marketing starts with proper listening...

Punk CX: Customer Experience Insights with Adrian... ·

2020/01/17

Today’s interview is with Molly Flatt, Word of Mouth Evangelist for global marketing agency 1000heads, to get some insight into how to get the most out of your word of mouth marketing. This interview follows on the back of last week’s interview: Blogger outreach and building trust with your customers – Interview with Hugh Anderson and is number fifty-five in the series of interviews with authors and business leaders that are doing great things and helping businesses innovate, become more

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00:14:43

How to be more interesting (and keep customers for...

Punk CX: Customer Experience Insights with Adrian... ·

2020/01/17

Today’s interview is with Jessica Hagy, who is widely known for her award winning blog: Indexed (I've been a subscriber for years!). Recently, she wrote an article for Forbes magazine on How To Be More Interesting (In 10 Simple Steps). That article was incredibly popular. So much so that she has turned it into a book: How to Be Interesting: An Instruction Manual. Apart from being a fan of Jessica's work, I thought the interview and subject matter was apt and appropriate for some of the issues

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00:31:37

Employee engagement is a commitment not a campaign -...

Punk CX: Customer Experience Insights with Adrian... ·

2020/01/17

Today’s interview is with Stan Phelps an “experience architect”, author, professor and popular keynote speaker. Hat tip for the idea for this interview goes to James Lawther who recently hosted a guest post (5 Easy Ways to Increase Employee Engagement) from Stan on his blog. Stan recently published a new book: What's Your Green Goldfish?: Beyond Dollars: 15 Ways to Drive Employee Engagement and Reinforce Culture and joins us today to share some insight into the book and the lessons that

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00:23:37

Customer engagement, social CRM and cool tools for...

Punk CX: Customer Experience Insights with Adrian... ·

2020/01/17

Today’s interview is with Mark Bower, co-founder and CTO of CubeSocial, who are developing and have launched some cool products in the social CRM and customer engagement space, particularly for professional service firms. This interview follows on the back of last week’s interview: Employee engagement is a commitment not a campaign – Interview with Stan Phelps and is number fifty-eight in the series of interviews with authors and business leaders that are doing great things and helping

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00:31:20

Customers, customer service, customer experience and...

Punk CX: Customer Experience Insights with Adrian... ·

2020/01/17

Today’s interview is with Dr Nicola Millard, a customer experience futurologist with BT, who does have a crystal ball but says it doesn't work! However, she spared me some time to shares with us insights around the work that she does, the research that BT is doing and helps us look just over the horizon, or round the corner, in terms of what's coming up in the ever changing world of the customer, customer service and customer experience. This interview follows on the back of last week’s

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00:17:15

Delivering Fanatical Levels of Customer Support -...

Punk CX: Customer Experience Insights with Adrian... ·

2020/01/17

Today’s interview is with Fabio Torlini, VP of Marketing, International with Rackspace, the open cloud company, who are famous for delivering Fanatical Support to their customers. It was when they ranked No. 7 in the Sunday Times’ 100 Best Companies to work for in 2013 that I decided I’d like to find out more about what makes them tick and what makes them so successful. This interview follows on the back of my last interview: Customers, customer service, customer experience and crystal balls

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00:29:23

Improve your business, yourself and your team with...

Punk CX: Customer Experience Insights with Adrian... ·

2020/01/17

Today’s interview is with Josh Kaufman, the author of the #1 international bestseller "The Personal MBA: Master the Art of Business". However, today's interview is about his new book: "The First 20 Hours: How to Learn Anything….FAST!" Thanks go to the folks at Penguin/Portfolio, particularly Richard Lennon, who facilitated the setting up of the interview. This interview follows on the back of my last interview: Delivering Fanatical Levels of Customer Support – Interview with Fabio Torlini of

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00:21:11

Time to reboot your business and you? Interview with...

Punk CX: Customer Experience Insights with Adrian... ·

2020/01/17

Today’s interview is with Mitch Joel, President of Twist Image - one of the largest independent Digital Marketing agencies in North America - and hugely popular blogger and podcaster at Six Pixels of Separation. Back in 2009, he authored a book by the same name, Six Pixels of Separation, which went onto to become a business and marketing bestseller. However, he joins us today to talk about his recently released book: Ctrl Alt Delete: Reboot Your Business. Reboot Your Life. Your Future Depends

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00:17:11

Creating products that customers love - Interview...

Punk CX: Customer Experience Insights with Adrian... ·

2020/01/14

Today’s interview is with Chris Ives, managing director and founder of Ilkley Brewery. I was introduced to Chris by the nice folk at the UK's Department for Business, Innovation and Skills as someone with a great story and one that would appeal to readers of this blog and listeners to my podcast interview series. This interview follows on the back of my last interview: Time to reboot your business and you? Interview with Mitch Joel about Ctrl Alt Delete and is number sixty-three in the series

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00:15:39

It's all about customer service, customer service,...

Punk CX: Customer Experience Insights with Adrian... ·

2020/01/14

Today’s interview is with Tom Walsh, CEO of Staycity. I was introduced to Tom by a contact of mine, Pawel Grabowski. Similar to my last interview (Creating products that customers love – Interview with Chris Ives of Ilkley Brewery), Tom is an 'outsider' in his industry. Tom shares his story of how they are building and developing their business, what he has learnt along the way, what the biggest challenges have been and why customer service is key to everything they do. This interview is

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00:25:09

Simple Ways to Raise Your Customer Service from...

Punk CX: Customer Experience Insights with Adrian... ·

2020/01/14

Today’s interview is with Steve Curtin, Customer Enthusiast, who has recently published Delight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary. This interview follows on from my recent interview: It’s all about customer service, customer service, customer service – Interview with Tom Walsh CEO of Staycity and is number sixty-five in the series of interviews with authors and business leaders that are doing great things and helping businesses innovate,

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00:29:35

Employee engagement and what it takes to be the best...

Punk CX: Customer Experience Insights with Adrian... ·

2020/01/14

Today’s interview is with Ryan Cheyne, People Director at Pets at Home, who agreed to talk to me about employee engagement and what it took to come 1st in the Sunday Times Top Big Companies to Work in 2013, after we meet at the European Customer Experience World conference earlier this year. This interview follows on from my recent interview: Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary – Interview with Steve Curtin - and is number sixty-six in the series of

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00:24:13

Outstanding brands become part of their customers...

Punk CX: Customer Experience Insights with Adrian... ·

2020/01/14

Today’s interview is with Bernadette Jiwa, two time author of #1 Amazon Bestsellers, who agreed to talk to me about her new book (already a #1 Amazon Bestseller): The Fortune Cookie Principle: The 20 keys to a great brand story and why your business needs one. This interview follows on from my recent interview: Employee engagement and what it takes to be the best – Interview with Ryan Cheyne of Pets at Home – and is number sixty-seven in the series of interviews with authors and business

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00:33:55

Helping customers, standing out, being human and...

Punk CX: Customer Experience Insights with Adrian... ·

2020/01/14

Today’s interview is with Mark Schaefer, one of the most acclaimed and accomplished marketing consultants in America as well as being a best selling author. He agreed to talk to me about his new book that he co-authored with Stanford A. Smith (@pushingsocial): Born to Blog: Building Your Blog for Personal and Business Success One Post at a Time. You might recognise Mark's name from the blog as I interviewed him last year about his last book: Return On Influence in Influence marketing, Klout,

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00:47:53

Employee engagement is about human relationships not...

Punk CX: Customer Experience Insights with Adrian... ·

2020/01/14

Today’s interview is with Luis Suarez @elsua, a leading thinker, Knowledge Manager, Community Builder and Social Software Evangelist for IBM. He agreed to talk to me about employee engagement following a Twitter exchange after I recently published Sustaining businesses successfully through Employee Engagement on the blog. I warn you that it is a longer interview than normal but it's worth it and you should take the time to listen to it as there is some great, useful and insightful stuff in

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00:26:34

Business Growth Via Strategic Alliances....Done The...

Punk CX: Customer Experience Insights with Adrian... ·

2020/01/14

Today’s interview is with Marsha Wright, serial-entrepreneur, author, investor and speaker. She agreed to join me to talk about her new book: The Secret Collaborative Economy: More Clients, More Exposure, More Profit, Faster!? This interview follows on from my recent interview: The 9 ½ Principles of Innovative Customer Service – Interview with Chip Bell – and is number seventy three in the series of interviews with authors and business leaders that are doing great things and helping businesses

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00:22:05

Customer Satisfaction Is On The Rise Globally -...

Punk CX: Customer Experience Insights with Adrian... ·

2020/01/14

Today’s interview is with Sam Boonin, Vice President of Products at Zendesk, about their recently published Q2 Benchmark report that shows that customer satisfaction is on the rise globally. This interview follows on from my recent interview: Employee engagement is about human relationships not human resources – Interview with Luis Suarez of IBM – and is number seventy in the series of interviews with authors and business leaders that are doing great things and helping businesses innovate,

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00:30:04

Customer Relationship Management CRM systems can be...

Punk CX: Customer Experience Insights with Adrian... ·

2020/01/14

Today’s interview is with Nikolaus KImla, CEO and partner of pipelinersales.com, about how they are trying to reinvent Customer Relationship Management (CRM) and his belief that sales people are the entrepreneurs of the corporate landscape. This interview follows on from my recent interview: Customer Satisfaction Is On The Rise Globally – Interview with Sam Boonin, VP Products at Zendesk – and is number seventy one in the series of interviews with authors and business leaders that are doing

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00:18:29

The 9 ½ Principles of Innovative Customer Service -...

Punk CX: Customer Experience Insights with Adrian... ·

2020/01/14

Today’s interview is with Chip Bell, a renowned consultant, trainer and speaker to many of the most innovative brands in the world. He is also the author of 20 different books and joins us today to talk about his new book: The 9 ½ Principles of Innovative Service. This interview follows on from my recent interview: Customer Relationship Management CRM systems can be more human – Interview with Nikolaus Kimla, CEO of pipelinersales.com – and is number seventy two in the series of interviews

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