Punk CX: Customer Experience Insights with Adrian Swinscoe

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 social and deliver better service.

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 that I explore here on the blog. I hope you enjoy it. This interview follows on the back of last week’s interview: Word of mouth marketing starts with proper listening – Interview with Molly Flatt of 1000 Heads and is number fifty-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 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 businesses can draw from it. This interview follows on the back of last week’s interview: How to be more interesting (and keep customers for longer) – Interview with Jessica Hagy and is number fifty-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.

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 businesses innovate, become more social and deliver better service.

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 interview: Customer engagement, social CRM and cool tools for professional services firms – Interview with Mark Bower and is number fifty-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.

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 – Interview with Dr Nicola Millard of BT and is number sixty 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 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 Rackspace and is number sixty-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 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 on It. This interview follows on the back of my last interview: Improve your business, yourself and your team with rapid skill acquisition- Interview with Josh Kaufman and is number sixty-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 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 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 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 number sixty-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.