Punk CX: Customer Experience Insights with Adrian Swinscoe

Recently, I spoke to David Meerman Scott in Inbound marketing is about instant communications and creating content – Interview with David Meerman Scott. To follow that and as a result of my attendance at that conference, I met Richard Young (@richard_y), the Director of EMEA at Nimble. He arranged for me to speak to Jon Ferrara, the CEO of Nimble and a veteran and pioneer in the Customer Relationship Management (CRM) and Social CRM space. In the interview, we have a broad ranging discussion about customer relationship management (CRM), social CRM, social media, social business, the changing nature of business, relationships in business and personal and professional effectiveness. This interview makes up number thirty-nine in the series of interviews with authors and business leaders that are doing great things and helping create businesses that customers love.

Today's interview is with John Jantsch of Duct Tape Marketing who has recently added The Commitment Engine to the set of books that he has authored. John is a legend when it comes to small business marketing and in our interview we talk about his latest book, why commitment and clarity are important to any business if you are to create fanatical fans and employees and shares some tips on how he keeps up to speed as a small business owner himself. This interview follows my recent interview (CRM, social media, social business and the future – Interview with Jon Ferrara of Nimble) and makes up number forty in the series of interviews with authors and business leaders that are doing great things and helping create businesses that customers love.

Bestselling author Seth Godin discusses the importance of taking risks, embracing failure, and creativity in the modern connection economy. He shares insights on redefining education and career paths for entrepreneurship, encouraging creativity, and promoting ideas with personal integrity.

Recently in the podcast series, I shared an interview with you called: Using systems thinking to improve customer satisfaction and employee engagement – Interview with Rob Brown of Aviva. I met Rob at an event run by John Seddon and Vanguard Consulting. John was speaking at the event too and I and was lucky enough to get John to agree to be interviewed and share a few thoughts with us. This interview makes up number forty-two in the series of interviews with authors and business leaders that are doing great things and helping create businesses that customers love.

Today's interview is with Jacob Morgan, the Principal & Co-Founder of Chess Media Group, a management consulting and strategic advisory firm focused on collaboration. He has also authored of The Collaborative Organization, a best-selling book on collaboration strategy. Increasing collaboration within organisations using social tools like Chatter, Yammer and Jive etc is increasingly becoming an area of focus amongst businesses as they seek to leverage internal social business tools to help improve communication, efficiency, knowledge sharing, employee engagement and other issues. This interview follows on from my recent interview with Prof. John Seddon on Systems thinking, customer service and unlearning the way we do things and makes up number forty-three in the series of interviews with authors and business leaders that are doing great things and helping businesses innovate, become more social and deliver better service.

Today’s interview is with Neville Hobson, an entrepreneurial communications professional who has been blogging since 2002 and podcasting since 2005. This interview came about after Neville posted on his blog in the middle of December that he started blogging ten years ago. Following that post, I was thrilled when he agreed to be interviewed for my blog about the lessons that he had learnt from his years of blogging and podcasting. This interview follows on from my recent interview with Jacob Morgan Solve customer and business problems faster through collaboration and makes up number forty-four in the series of interviews with authors and business leaders that are doing great things and helping businesses innovate, become more social and deliver better service.

Today’s interview is with Vala Afshar and Brad W. Martin of Enterays who have recently written a book called The Pursuit of Social Business Excellence, which charts Enterasys' transformation into a truly social business. This interview follows on from my recent interview with Neville Hobson in Lessons from ten years of blogging and eight years of podcasting and makes up number forty-five in the series of interviews with authors and business leaders that are doing great things and helping businesses innovate, become more social and deliver better service. Vala's name may be familiar to some of you as I interviewed him back in September 2011 in: What is a Chief Customer Officer. There's some great insights in interview and less theory and more ideas about what they have done, what works and what they have achieved.

Today’s interview is with Sarah Wood of Unruly Media and follows on from my recent interview: Social business is not just social media, it takes real transformation – Interview with Brad W Martin and Vala Afshar of Enterasys. Founded in 2006 by Scott Button, Matthew Cooke and Sarah Wood, Unruly has 120+ full time employees and offices in New York, San Francisco, Chicago, Detroit, LA, London, Berlin, Paris, Amsterdam, Stockholm and Sydney. Unruly has delivered, tracked and audited 1.65 billion video views across 2,000+ successful social video campaigns for over 400 brands since 2007. Milestone campaigns include T-Mobile’s Life’s for Sharing series, Evian’s global Roller Babies hit, Old Spice’s Man Your Man Could Smell Like campaign and Coca-Cola’s Happiness series. Unruly’s mission is simple: to deliver the most awesome social video campaigns on the planet. However, it was when they ranked No. 27 in the Sunday Times' 100 Best Small Companies to work for in 2012 that I decided I'd like to find out more about what makes them tick and what makes them so successful. This interview makes up number forty-six in the series of interviews with authors and business leaders that are doing great things and helping businesses innovate, become more social and deliver better service.

Today’s interview is with Gary Vaynerchuk and follows on from my recent interview: Unruly engagement, creativity and collaboration is built on two things: People and Places - Interview with Sarah Wood of Unruly Media. If you haven't heard of Gary then suffice it to say he is a successful social media and wine entrepreneur, sought after and entertaining speaker and best-selling author. You can also learn more about him in the bio below. This interview makes up number forty-seven in the series of interviews with authors and business leaders that are doing great things and helping businesses innovate, become more social and deliver better service. Also, this interview is part of Gary's #1aDayQandA interview series where he has committed to giving 365 short interviews to different people about different topics over the course of this year…some effort!

Today’s interview is with Keith Lewis, the UK Managing Director of Matchtech, the UK’s number 1 and multi-award winning recruitment agency in Engineering & Technology recruitment, and follows on from my recent interview: Our customer service and success is driven by happy people all striving for the same high standards: Interview with Will Beckett of Hawksmoor It was when they ranked No. 25 in the Sunday Times’ 100 Best Companies to work for in 2012 that I decided I’d like to find out more about what makes them tick and what makes them so successful. This interview makes up number forty-nine in the series of interviews with authors and business leaders that are doing great things and helping businesses innovate, become more social and deliver better service.