Punk CX: Customer Experience Insights with Adrian Swinscoe

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 innovate, become more social and deliver better service.

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, become more social and deliver better service.

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 great things and helping businesses innovate, become more social and deliver better service.

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 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 Abinash Tripathy, Founder and Chief Strategy Officer of Helpshift, which provides an AI-powered conversational platform that companies use to resolve service issues more efficiently, boosting customer satisfaction in the process. Abinash joins me today to talk messaging, the gaming industry, chatbots, snake-oil, hype, getting pragmatic and delivering real results. This interview follows on from my recent interview – Fanocracy and building a true human connection – Interview with David Meerman Scott – and is number 328 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.

Today’s interview is with Dee Blick, bestselling business author, marketing consultant and Fellow of the Chartered Institute of Marketing. She agreed to join me to talk about her new book: The 15 Essential Marketing Masterclasses For Your Small Business. This interview follows on from my recent interview: Business Growth Via Strategic Alliances….Done The Right Way – Interview with Marsha Wright – and is number seventy 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 Carolyn Blunt and Martin Hill-Wilson, authors and leading experts in the field of customer service and social customer service. They agreed to join me to talk about their new book: Delivering Effective Social Customer Service: How to Redefine the Way You Manage Customer Experience and Your Corporate Reputation. This interview follows on from my recent interview: Marketing Requires Not Just New Tools and Skills But New Attitudes – Interview with Dee Blick – and is number seventy 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.

Today’s interview is with Seth Goldman and Barry Nalebuff the co-founders of Honest Tea. Today they join me to talk about their new book (Mission in a Bottle: The Honest Guide to Doing Business Differently--And Succeeding) which recounts their stories, both personal and professional, of how they conceived, started and grew Honest Tea from zero to a turnover of just less than $100 million and then sold the company to Coca Cola. This interview follows on from my recent interview: Leading A Renaissance in English Whisky – Interview with Andrew Nelstrop – and is number seventy 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 Andrew Nelstrop, the Managing Director of English Whisky, who are the 1st registered whisky distillery in England in over a century. He shares some insights into his experience over the last 7 years and their plans for the future. This interview follows on from my recent interview: Delivering Effective Social Customer Service – Interview with Carolyn Blunt and Martin Hill-Wilson - and is number seventy 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 Mark Hurst, who founded Creative Good in 1997, a New York based consulting and services company focused on the customer experience. Today, he joins me to talk about his new book: Customers Included: How to Transform Products, Companies, and the World - With a Single Step, that he recently co-authored with his colleague Phil Terry. This interview follows on from my recent interview: How to create a successful, mission driven business in a profit driven world – Interview with Seth Goldman and Barry Nalebuff of Honest Tea – and is number seventy 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.