Punk CX: Customer Experience Insights with Adrian Swinscoe

Today’s interview is with Micah Solomon, a speaker, consultant, and bestselling author on customer service, the customer experience, and company culture. He's also a fellow Forbes contributor and joins me today to talk about his new ebook (Your Customer Is The Star: How To Make Millennials, Boomers And Everyone Else Love Your Business), what are the biggest lessons that firms should be learning right now with regards to the rise of new types of customers and what actions they should be taking. This interview follows on from my recent interview: Compliments received are a leading indicator of service culture improvement – Interview with Ron Kaufman of UP! Your Service – and is number 133 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate and deliver great service and experience.

Today’s interview is with Nicolae Naumof, an applied behavioural science specialist, who helps businesses to increase customer satisfaction and increase profitability. Happier Customers & Higher Profitability through Behavioural Science Applied in Service Design is his motto. I came across Nicolae (Nick) following a Twitter exchange between Wim Rampen and Graham Hill regarding ‘applied behavioural economics and #gamification in the design of services. Nicolae joins me today to talk about his ebook:It Makes (No) Sense: In between the Joy of Gaining and the Fear of Losing, which is a 'mini-encyclopedia of behavioural science’, how we can apply behavioural science in service design and some of the big lessons that can be learned from behavioural science and how that can apply to service design and customer experience. This interview follows on from my recent interview: Customer service, customer experience and millennials – Interview with Micah Solomon – and is number 134 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate and deliver great service and experience.

Today’s interview is with Eetu Raudas, Eemeli Ahonen and Kalle Ek of Gizlo, a software company from Finland that connects retailers and individual shop owners to customers through a platform used for mystery shopping, store audits and consumer surveys by making use of the customers own smartphones. Eetu, Eemeli and Kalle join me today to talk about their application, what they are up to in the voice customer space, success to date in Finland and their plans for taking the UK by storm. This interview follows on from my recent interview: Behavioural science is a gold mine for service design and customer experience – Interview with Nicolae Naumof– and is number 135 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate and deliver great service and experience.

Today’s interview is with Peter Shankman, an author, entrepreneur, speaker, and worldwide connector. Peter joins me today to talk about his new book: Zombie Loyalists: Using Great Service to Create Rabid Fans, a book about how to create fans that not only keep returning to do business with you but also help you massively grow your customer base, brand awareness and revenue. This interview follows on from my recent interview: Are you making it hard for your customers to give you feedback? – Interview with Gizlo – and is number 136 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 Dana Miller, the SVP of Client Services at Crimson Hexagon, a social media data analytics firm that enables users to listen to and understand the opinions expressed on social media. Dana joins me today to talk about "voice of the customer" (VoC) programmes and how listening in social media can help. This interview follows on from my recent interview: Turning your customers into a horde of zombie loyalists – Interview with Peter Shankman – and is number 137 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 Huehn, founder, President & CEO of In The Chat, a social media sales and customer service company, that is aiming to make text message and social customer service easy with their software. John joins me today to talk about how text messaging as a customer service channel doesn’t get the press that it deserves but that it can offer great benefits to businesses that implement it as a channel. This interview follows on from my recent interview: Social listening could replace traditional voice of the customer methods – Interview with Dana Miller of Crimson Hexagon – and is number 138 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 Peter Mühlmann, Founder and CEO of Trustpilot. You might recall that I interviewed Jan Jensen, Trustpilot’s CMO back in July 2014 about ‘Using customer reviews to drive service improvement, WoM and growth’. This time around Peter joins me on the podcast to talk about they have been able to maintain their company’s culture as well as their ability to deliver an excellent customer experience in the face of rapid sales, employee and geographical growth in the last few years. This interview follows on from my recent interview: Text messaging: a customer service channel whose time has come – Interview with John Huehn of In The Chat – and is number 139 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 David Conway who is a senior partner and Chief Strategy Officer at Nunwood, an international customer experience consultancy focused on ‘full-service’ customer experience management (CEM). David joins me on the podcast today to talk about Nunwood’s US Customer Experience Excellence Report 2015 that they have just released, some insights into what the leading players are doing to help them stand out, some examples and what the main differences are that exist between CX in the UK and the USA. This interview follows on from my recent interview: Scaling customer and employee trust – Interview with Peter Muhlmann of Trustpilot – and is number 140 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 Mark Earls, a writer and consultant to business and government on marketing and communications as well as being a leading thinker on brands and behaviour. He joins me today to talk about his new book: Copy, Copy, Copy: How to Do Smarter Marketing by Using Other People's Ideas. This interview follows on from my recent interview: Customer experience: UK brands are 2-3 years behind the US – Interview with David Conway of Nunwood – and is number 141 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 Daniel Lind, Head of Business Development at Qmatic, a company who through its software and hardware is helping organisations manage their online and offline customer experience. Daniel joins me today to talk about the work that Qmatic are doing to help improve the customer experience, especially as it relates to waiting and getting better served. This interview follows on from my recent interview: An organisational constitution improves employee engagement and customer experience – Interview with Chris Edmonds – and is number 127 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate, become more social and deliver better service.