Punk CX: Customer Experience Insights with Adrian Swinscoe

Following on from my recent interview, The Age of the Customer – Interview with Kerry Bodine about her new book Outside In, today I’m very excited to share with you an interview that I recently conducted with Alexis Dormandy, Founder at LoveThis, about his new venture: LoveThis, the place to find your friends recommendations on everything from restaurants to builders. Founded in 2010, and launched in 2011, LoveThis helps friends find the things their friends recommend in over 30 countries around the world. This interview makes up number twenty-eight in the series of interviews with authors and business leaders that I think that you will find interesting and helpful in growing your businesses.

Following on from my recent interview, Spread the love – Interview with Alexis Dormandy of LoveThis.com, today I’m very excited to share with you an interview that I conducted with Joshua March, the CEO and co-founder of Conversocial, back in August about his company and social customer service. This interview makes up number twenty-nine in the series of interviews with authors and business leaders that I think that you will find interesting and helpful in growing your businesses.

Following on from my recent interview, Social customer service can make your business more customer focused – Interview with Joshua March, Conversocial, today I am very, very excited (this was one of my blogging goals this year!) to share with you an interview that I conducted with Chris Brogan CEO & President of Human Business Works, a business design company using publishing and media to provide tools and insights smarts to help professionals and business owners work better. He's been blogging since 1998 and his site, www.chrisbrogan.com, is one of the most popular business and marketing blogs in the world, ranked at number 3 in AdAge's Power 150: A Ranking of Marketing Blogs. The Impact Equation is Chris' new book (co-written with Julien Smith) and is about how to get your important ideas distilled, spread across a platform that you’ve built, and cared for and understood by other people. It’s not a sequel to the New York Times bestseller, Trust Agents, but it does encompass a lot of what the authors have learned between the publication of that book and the years following. This interview makes up number thirty in the series of interviews with authors and business leaders that I think that you will find interesting and helpful in growing your businesses.

Following on from my recent interview, Build relationships with your customers that matter – Interview with Chris Brogan on The Impact Equation, today I am pleased to present to you an interview I did with Wendy Lea, CEO of Get Satisfaction, the leading customer engagement platform that helps companies build better relationships with their customers and prospects, through the best online customer community. Note: Hat tip to Guy Stephens (@guy1067) for the interview suggestion and for introducing me to Wendy. This interview makes up number thirty-one in the series of interviews with authors and business leaders that I think that you will find interesting and helpful in growing your businesses.

Following on from my recent interview, True customer engagement is not based on click throughs or contests – Interview with Wendy Lea, CEO of Get Satisfaction, today I am pleased to present to you an interview I recently did with Dave Carroll, a singer songwriter and the maker of the famous United Breaks Guitars video on Youtube. Whilst still a singer songwriter, he is now also an entrepreneur, speaker and an author of a new book: United Breaks Guitars - The Power of One Voice in the Age of Social Media. Note: Hat tip to Guy Stephens (@guy1067) for the interview suggestion and for introducing me to Dave. This interview makes up number thirty-two in the series of interviews with authors and business leaders that I think that you will find interesting and helpful in growing your businesses.

Following on from my recent interview, Customer service in the future will be a company wide mentality and not a department – Interview with Dave Carroll of United Breaks Guitars, today I am pleased to present to you a first: A follow on interview from the one I did with Karl Chapman of Riverview Law back in June. Karl and his team at Riverview Law were kind enough to invite me along to an event that held recently at Middle Temple in London. The event was discussing the future of the legal industry and included a panel discussion that featured Mitch Kowalski who has just published a book called: Avoiding Extinction: Reimagining Legal Services for the 21st Century - which focuses on the future of the law firm. Following the panel discussion, I caught up with Mitch to talk to him about his new book, the future of the legal industry and the pressures that are forcing law firms to become more client centric. This interview makes up number thirty-three in the series of interviews with authors and business leaders that I think that you will find interesting and helpful in growing your businesses.

Today’s interview is with Rohit Bhargava, a trend curator, founder of the Non-Obvious Company, and the author of six best selling business books including the Wall Street Journal best seller Non-Obvious. Rohit joins me today to talk about his new book: Non Obvious Megatrends: How to See What Others Miss and Predict the Future, what he’s learnt about trends over the last ten years and what we should be focusing in the coming years if we want to improve the service and experience that we deliver. This interview follows on from my recent interview – 2019 was the year of hype and snake oil when it came to chatbots. 2020 will be a year of pragmatism and real results – Interview with Abinash Tripathy of Helpshift – and is number 329 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Following on from my recent interview, Influence marketing, Klout, social scoring and why they are important – Interview with Mark Schaefer, today I want to share with you an interview that I conducted with Rob Brown, Systems Thinking Director at Aviva, who has done some great work using system thinking and has had fantastic results in improving customer satisfaction, the delivery of customer service and employee engagement. I met Rob when he spoke at a systems thinking event hosted by John Seddon and Vanguard Consulting. This interview makes up number thirty-five in the series of interviews with authors and business leaders that are doing great things and helping create businesses that customers love. Note: Before we get stuck into the interview, here's an article: What is the Difference between Lean and Systems Thinking, that is worth reading.

Following on from my recent interview, Using systems thinking to improve customer satisfaction and employee engagement – Interview with Rob Brown of Aviva, today I am very excited as I want to share with you an interview that I conducted with David Hieatt, an entrepreneur that is not short on experience in creating businesses and brands that customers love. This interview makes up number thirty-six in the series of interviews with authors and business leaders that are doing great things and helping create businesses that customers love.

At the the Inbound Marketing UK conference that I wrote about in Inbound marketing is about content and context, I was able to catch up with a couple of the speakers for interviews for the blog. The first was with Mike Volpe, the Chief Marketing Officer of Hubspot, and you can check it out here: Inbound and content marketing may make up 80% of all marketing in the future. Following on from the interview with Mike, I was also able to catch up with David Meerman Scott, the keynote speaker at the conference and author of several books on marketing, most notably The New Rules of Marketing and PR with over 250,000 copies in print in more than 25 languages. In the interview, we talk about inbound marketing, the impact on traditional marketing, what your inbound and traditional marketing ratio mix should be and newsjacking. This interview makes up number thirty-eight in the series of interviews with authors and business leaders that are doing great things and helping create businesses that customers love.