Punk CX: Customer Experience Insights with Adrian Swinscoe

Today’s interview is with Hilary Scarlett, a speaker and consultant on change management and neuroscience at Scarlett & Grey. Hilary joins me today to talk about her new book: Neuroscience for Organizational Change: An Evidence-based Practical Guide to Managing Change, why our brains don’t like change, what people who manage change should think about doing differently, the role of emotions in the change process and how that emotions are contagious. This interview follows on from my recent interview – Why every business should be hugging their haters – Interview with Jay Baer of Convince & Convert – and is number 171 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.

Today’s interview is with Joseph A. Michelli, Chief Experience Officer at The Michelli Experience, an internationally sought-after speaker, best-selling author, and organizational consultant. Joseph joins me today to talk about his new book: Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, what Mercedes Benz USA did to transform their customer experience, how long it took them and what lessons others can draw from their experience. This interview follows on from my recent interview – Insights from neuroscience and making change programmes more effective – Interview with Hilary Scarlett – and is number 172 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.

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.

Today’s interview is with Cheryl Johnson, Head of HR for Echo Global Logistics. Cheryl joins me today to talk about what they are doing at Echo with regards implementing a real-time feedback system for their employees, why they are doing it, how it compliments their existing performance management systems and the results that they are achieving in terms of productivity, satisfaction and turnover. This interview follows on from my recent interview – How to create a wow customer experience – Interview by Jonty Pearce – and is number 174 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.

Today’s interview is with Sarah Metcalfe, Head of Customer Service at SureFlap, an award winning smart pet products manufacturer based in the UK. Sarah joins me today to talk customer feedback and innovation, what good service looks like and what it means for SureFlap and why employee engagement is integral to that. This interview follows on from my recent interview – Employee engagement, real-time feedback and organisational indigestion – Interview with Cheryl Johnson of Echo Global Logistics – and is number 175 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.

Today’s interview is with Delphine Mousseau, VP Markets at the fashion online retailer, Zalando, a very successful ecommerce company based in Berlin that sells shoes, clothing and other fashion items in 15 different countries across Europe. Delphine joins me today to talk customer service, what that means for Zalando, how they are using that to help them stand out and what they have learned about different customers in different countries. This interview follows on from my recent interview – Having a great product without great support doesn’t mean anything – Interview with Sarah Metcalfe of SureFlap – and is number 176 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.

Today’s interview is with Monica Higgins, eSalon's Director of Customer Service. eSalon is an award wining and rapidly growing company that provides salon quality, at-home hair color at affordable prices all online. Monica joins me today to talk customer service, what being proactive means for them and how they are providing salon level service and quality online. This interview follows on from my recent interview – Delivering an excellent customer experience across 15 different countries – Interview with Delphine Mousseau of Zalando – and is number 177 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.

Today’s interview is with Anthony Soohoo, Co-Founder & CEO of Dot & Bo, a curated and thematic home design and furniture shopping experience that is particularly targeted at millennials. Anthony joins me today to talk about what customer service means to Dot & Bo, why millennials, what they have learned from their experience and what the future holds. This interview follows on from my recent interview – Proactive customer service drives retention, advocacy and growth – Interview with Monica Higgins of eSalon – and is number 178 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.

Today’s interview is with Alison Esse, Co-founder and Director of The Storytellers, a culture change consultancy, and pioneers of storytelling in business. Alison joins me today to talk about a new piece of research that they have recently completed: 'Two Years' Warning: The Customer Centricity Crisis’, which explores the mindsets that exist around customer centricity in the world's largest organisations and also differences in attitudes and beliefs between leaders and employees. This interview follows on from my recent interview – How TV helped create an engaging and effective millenial shopping experience – Interview with Anthony Soohoo of Dot & Bo – and is number 179 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.

Today’s interview is with John Timpson CBE, Chairman of Timpson’s the UK and Ireland’s leading retail service provider of shoe repairs, key cutting, watch repairs, engraved personalised gifts, dry cleaning and assisted photo ID. They are also the UK’s fastest growing specialist locksmith service. After hearing John speak at a recent conference, I asked him if he would be willing to be interviewed for my podcast series. John talks to me today about the Timpson story, upside down management, customer service and ex-offenders.