Punk CX: Customer Experience Insights with Adrian Swinscoe

Today’s interview is with Steve Curtin, Customer Enthusiast, who has recently published Delight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary. This interview follows on from my recent interview: It’s all about customer service, customer service, customer service – Interview with Tom Walsh CEO of Staycity and is number sixty-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 Ryan Cheyne, People Director at Pets at Home, who agreed to talk to me about employee engagement and what it took to come 1st in the Sunday Times Top Big Companies to Work in 2013, after we meet at the European Customer Experience World conference earlier this year. This interview follows on from my recent interview: Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary – Interview with Steve Curtin - and is number sixty-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 Bernadette Jiwa, two time author of #1 Amazon Bestsellers, who agreed to talk to me about her new book (already a #1 Amazon Bestseller): The Fortune Cookie Principle: The 20 keys to a great brand story and why your business needs one. This interview follows on from my recent interview: Employee engagement and what it takes to be the best – Interview with Ryan Cheyne of Pets at Home – and is number sixty-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 Schaefer, one of the most acclaimed and accomplished marketing consultants in America as well as being a best selling author. He agreed to talk to me about his new book that he co-authored with Stanford A. Smith (@pushingsocial): Born to Blog: Building Your Blog for Personal and Business Success One Post at a Time. You might recognise Mark's name from the blog as I interviewed him last year about his last book: Return On Influence in Influence marketing, Klout, social scoring and why they are important. However, this time around we were able to organise a podcast interview :) This interview follows on from my recent interview: Outstanding brands become part of their customers story – Interview with Bernadette Jiwa – and is number sixty-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 Luis Suarez @elsua, a leading thinker, Knowledge Manager, Community Builder and Social Software Evangelist for IBM. He agreed to talk to me about employee engagement following a Twitter exchange after I recently published Sustaining businesses successfully through Employee Engagement on the blog. I warn you that it is a longer interview than normal but it's worth it and you should take the time to listen to it as there is some great, useful and insightful stuff in there from Luis. This interview follows on from my recent interview: Helping customers, standing out, being human and telling stories through blogging – Interview with Mark Schaefer – and is number sixty-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 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.