All posts by adrianswinscoe

Title	Type	Date	Views	Comments	Categories
Personal engagement develops loyalty and trust.	Blog	2012-05-21	124	0	Customer Loyalty
Customer Service: Which Retail Banks are Most Responsive on Twitter – Brandwatch study	Blog	2012-05-17	666	0	Service and Support, Social Business, Financial Services
Connecting the dots of word of mouth, customer loyalty and customer service	Blog	2012-05-14	616	0	Service and Support, Digital Marketing, Customer Loyalty
Focusing on customer loyalty has allowed us to fundamentally change our business model	Blog	2012-05-08	676	0	Customer Loyalty
The Twelve Absolutes of Leadership: Interview with Gary Burnison, CEO of Korn/Ferry International	Blog	2012-05-04	315	0	Leadership
The Big Talk and Little Talk of Word of Mouth Marketing Strategy	Blog	2012-04-26	396	0	Digital Marketing
Queuing for customer service from a call centre is rubbish. No more?	Blog	2012-04-17	539	0	Service and Support, Contact Center
Great customer service and customer experience requires emotional intelligence (EQ) – Interview with Jo Causon of The Institute of Customer Service	Blog	2012-04-10	599	0	Customer Experience
Having everyone involved in customer service helps create a better customer experience	Blog	2012-04-03	819	0	Service and Support, Customer Experience
If you want to reach more customers then get your blogger outreach programme in shape	Blog	2012-03-30	383	0	Social Business
Change is happening in the legal sector, law firms need to pay heed and deliver a better client experience if they are to prosper	Blog	2012-03-22	431	0	Business / Legal Services, Customer Experience
Honesty and transparency with clients and prospects builds better retention and loyalty	Blog	2012-03-17	672	0	Customer Loyalty
Handling customer service complaints is good, handling different types of people is better	Blog	2012-03-15	885	0	Service and Support, Customer Experience
Customer Service lessons from Brailsford and Team GB cycling	Blog	2012-03-07	434	0	Service and Support, Innovation
Great customer service and experience is a lot about listening and then doing the things that you are not asked to do.	Blog	2012-02-28	611	0	Service and Support, Customer Experience
Longevity of ownership and staff service are two main keys to building customer retention and loyalty	Blog	2012-02-21	674	0	Customer Loyalty, Hospitality / Entertainment
What’s the RoI of your customer retention programme?	Blog	2012-02-16	473	0	Customer Loyalty
Connect with your customers – Research provides clues	Blog	2012-02-11	1,072	1	Digital Marketing, Customer Experience
Is social customer care a good form of the ‘tail wagging the dog’?	Blog	2012-02-05	2,044	0	Service and Support, Social Business
Executives are customers too. So, why the perception gap on what influences brand, reputation and trust?	Blog	2012-01-29	882	0	Customer Loyalty
Skepticism is rife and trust is not easily won but your people can help	Blog	2012-01-26	536	0	Customer Loyalty
The link between customer experience and employee engagement: More art than science	Blog	2012-01-18	913	0	Customer Experience, Employee Engagement
Customer loyalty schemes don’t create loyalty	Blog	2012-01-14	1,042	2	Customer Loyalty
Customer Focus, Profitable and Growing Business AND a Great Place to Work: The ABC Building Blocks	Blog	2012-01-02	679	0	Leadership, Customer Loyalty, Employee Engagement
Find out if your marketing and your business are saying the same thing to your customers and those around you.	Blog	2011-12-20	775	0	Digital Marketing
Small business, customer loyalty…….there’s an app for that!	Blog	2011-12-07	453	0	Customer Loyalty
Creating a great place to work is the best business investment decision you could ever make – Interview with Henry Stewart	Blog	2011-12-02	1,530	0	Leadership, Employee Engagement
Are you doing customer forecasting?	Blog	2011-11-29	730	0	Customer Analytics
Building a stronger organisational and business culture starts with No	Blog	2011-11-23	672	0	Leadership, Employee Engagement
Where to start when building a great customer centric business?	Blog	2011-11-09	1,098	0	Leadership, Customer Strategy
Building a customer centric business only starts with asking for your customers opinions or feedback	Blog	2011-11-05	1,636	4	Customer Experience, Voice of Customer
#Likeminds – Innovation and Opportunity – How to best lose your customers! – Great ideas, insight and time to reflect.	Blog	2011-10-28	512	0	Innovation
Why do some businesses get more flack on social media than others?	Blog	2011-10-26	754	0	Social Business
What makes first direct so successful: Interview with their new CEO Mark Mullen	Blog	2011-10-18	754	0	Leadership, Customer Experience, Customer Loyalty
British Airways and using suppliers to deliver your customer experience	Blog	2011-10-12	904	0	Customer Experience
Lessons from the GB cycling team for all in customer experience?	Blog	2011-10-07	587	0	Customer Experience
300 not out – Content isn’t king…..Conversation is king	Blog	2011-10-06	665	0	Social Business
What is a Chief Customer Officer: Interview with Vala Afshar of Enterasys	Blog	2011-09-06	2,836	0	Contact Center
Customers and getting attention on Twitter for your business?	Blog	2011-09-02	1,066	0	Digital Marketing, Social Business
Brand extension or extension of trust?	Blog	2011-08-19	1,063	0	Digital Marketing
Pay attention to earn more attention	Blog	2011-08-17	597	0	Service and Support, Customer Strategy
Are you confused about content marketing?	Blog	2011-08-08	866	0	Digital Marketing
Customer complaints are great: Interview with Michael Hill of complaintsrgreat	Blog	2011-08-02	1,232	0	Service and Support, Customer Experience
What else can you do with customer testimonials?	Blog	2011-07-29	707	0	Leadership
Social Objects for Marketing, Engagement & Change	Blog	2011-07-21	780	0	Digital Marketing
Empathy and customer experience	Blog	2011-07-18	1,158	0	Customer Experience
Does your CEO deal with customers directly?	Blog	2011-07-12	828	0	Leadership, Service and Support
Is Twitter about to grow up as a customer service channel?	Blog	2011-07-06	746	0	Service and Support
Your new customer service and growth strategy: Add enthusiasm, smiles and frendliness	Blog	2011-07-02	1,271	0	Leadership, Service and Support
How to Build Community	Blog	2011-06-27	818	0	Leadership, Social Business
Personal Engagement: Do you have a business full of Jekyll and Hydes?	Blog	2011-06-21	789	0	Leadership, Customer Loyalty
Social CRM, Customer Centric and Agile Business:Interview with Laurence Buchanan	Blog	2011-06-17	915	0	Leadership, Customer Loyalty
Bill’s Customer Experience: I preferred them before they were famous	Blog	2011-06-15	880	0	Leadership, Customer Loyalty
Adobe, Customer Experience Management (CEM) and fear in the boardroom – Interview with Rob Pinkerton	Blog	2011-06-10	1,255	0	Leadership, Customer Loyalty
Is there hope for IVRs and better customer experiences in interactions?	Blog	2011-06-03	1,439	0	Leadership, Customer Loyalty
Making Britain more enterprising – Interview with Duncan Cheatle	Blog	2011-05-31	965	0	Leadership, Customer Loyalty, Innovation
When it comes to social media, do brands really understand what their customers want?	Blog	2011-05-26	855	0	Leadership, Customer Loyalty
Beyond the Familiar – Long-Term Growth, Customer Focus, NPS and other reflections: Interview with Professor Patrick Barwise	Blog	2011-05-18	1,443	0	Leadership, Customer Loyalty
What can customer experience learn from the debate between Keynes and Hayek?	Blog	2011-05-14	1,205	0	Leadership, Customer Experience, Customer Loyalty
Help the people of Britain save a million hours in the month of May	Blog	2011-05-09	763	0	Leadership
Do leaders need to drink more to increase employee engagement?	Blog	2011-05-03	882	0	Leadership
Customer Service, Customer Experience and Measuring How Your Company Feels: Interview with Derek Williams of the Wow! Awards	Blog	2011-04-26	834	0	Service and Support, Customer Experience, Customer Loyalty
The growing search for human contact in customer experience and customer service	Blog	2011-04-20	1,030	0	Leadership, Customer Loyalty
Why are UK companies a long way behind their US counterparts when it comes to engaging with their customers via social media?	Blog	2011-04-15	1,351	2	Social Business
What’s going to make you stand out?	Blog	2011-04-06	767	0	Leadership
Interview and customer service stories with Michael Heppell	Blog	2011-04-01	966	0	Leadership, Service and Support
Reconnecting with old customers is better when it has context	Blog	2011-03-29	1,234	0	Customer Experience, Customer Loyalty
Customers don’t trust us. If they did they’d share us more.	Blog	2011-03-25	1,120	0	Customer Experience, Customer Loyalty
Do Grameen Bank and Facebook offer lessons on how to scale a customer centric business?	Blog	2011-03-22	839	0	Leadership, Social Business
Give your customer loyalty bounce by managing customer complaints better	Blog	2011-03-17	1,225	0	Service and Support, Customer Loyalty
Is simplicity at the heart of your customer experience?	Blog	2011-03-13	1,477	0	Customer Experience
How Consumers Give Feedback	Blog	2011-03-08	2,763	6	Voice of Customer
Recruit the best employees, and the customers will recruit themselves.	Blog	2011-03-05	1,510	0	Leadership, Customer Loyalty, Customer Strategy
What kind of customer loyalty and retention programmes can small and medium sized businesses easily implement?	Blog	2011-03-02	762	0	Customer Loyalty
Customer Experience, Back to Basics and Creating a Customer Focused Business – Interview with Syed Hasan of Responsetek	Blog	2011-02-25	896	0	Voice of Customer, Customer Loyalty
Is your marketing both interesting and interested?	Blog	2011-02-22	1,032	0	Digital Marketing, Customer Experience
Social Media has Revolutionized Customer Service Forever	Blog	2011-02-18	1,498	0	Leadership, Customer Loyalty
Leadership, social media, community and other stuff – Interview with Scott Gould of Likeminds	Blog	2011-02-11	636	0	Leadership
Shackled by the skills crunch, a fish (business) rots from the head down	Blog	2011-02-09	600	0	Leadership
Blogging, business, outsourcing and other stuff – Interview with Chris Ducker of Virtual Business Lifestyle	Blog	2011-02-03	637	0	Leadership, Social Business
By understanding their customer journey, Tesco’s iphone app will help them win more customers	Blog	2011-02-01	938	0	Leadership, Customer Loyalty
Duncan Bannatyne and TripAdvisor’s boxing match	Blog	2011-01-25	2,106	0	Social Business
Is customer service bad in the UK and is it a class thing?	Blog	2011-01-19	1,139	2	Service and Support
I’m confused. Why do most CEOs not get employee engagement?	Blog	2011-01-19	1,316	0	Leadership
TOMS Shoes and United Business Machines: Causes, customer retention and word of mouth marketing	Blog	2011-01-17	1,725	0	Service and Support, Digital Marketing
Is your marketing sticky enough? – Interview with Grant Leboff	Blog	2011-01-12	1,102	0	Digital Marketing
Customer Experience, Everything counts, Depeche Mode and Big Hair	Blog	2011-01-10	975	0	Customer Experience
Giving your customers more choice is a good thing. Or is it?	Blog	2011-01-07	1,802	1	Leadership
Could you use the idea of telephone trees in social media to drive your word of mouth?	Blog	2011-01-05	1,382	0	Digital Marketing, Social Business
Make it easy for your customers to give feedback or offer suggestions	Blog	2011-01-02	1,322	0	Customer Experience, Voice of Customer
Bet you don’t have a 2011 word of mouth marketing strategy	Blog	2010-12-29	1,564	0	Digital Marketing
What can UK businesses learn from US data about their customers?	Blog	2010-12-22	983	0	Digital Marketing, Social Business
Why cruise holidays and social media are made for each other?	Blog	2010-12-20	1,026	0	Social Business
Customer service, flexibility and a disastrous situation	Blog	2010-12-10	821	0	Service and Support
How to move your business planning up a gear for 2011	Blog	2010-12-07	865	0	Service and Support
Are you turning your hunches into great ideas?	Blog	2010-12-03	1,131	0	Innovation
Is your brand like Brighton Rock?	Blog	2010-12-02	872	0	Customer Experience
Back to the Future: The Future’s Bright, The Future’s Social #likeminds	Blog	2010-11-28	1,015	0	Social Business, Customer Strategy
If we are not willing to be honest as customers how can we expect businesses to get better?	Blog	2010-11-26	974	0	Service and Support, Customer Experience
What icebergs can teach us about real and lasting change in business	Blog	2010-11-25	843	0	Customer Loyalty

MarketPlace

Global Customer Experience Management (CEM) Certification Program

[May 30-31, Frankfurt; July 25-26, Hong Kong] An internationally recognized program with proven track record of success - being run for 34 times in 13 cities with attendees from 50 countries, the program is developed based on the U.S. patent-pending Branded CEM Method which aims to drive customer loyalty and brand differentiation with quantifiable business results. Limited offer: USD300 early bird discount.

Join us on May 29th in New York City. Stuart Ryder, SVP, Mobile Research Lead for Ipsos IOTX & Roxana Strohmenger, a leading Forrester analyst, will be in attendance to share best practices and new trends in mobile market research.

[June 12, Sir Francis Drake Hotel] Gregson Siu, Vice President, Ariba Business Operations, Ariba and Bob Thompson, CustomerThink, will be in attendance to share best practices, new trends and latest research to help you develop your customer experience program.

Social Networking and sCRM International Congress in Colombia

[June 25-26, Bogota] Thirteen international thought leaders will present, from different perspectives, the trends, the uses, and the magic - as well as the reality - of Social Networking and how it impacts the way customers are doing/will do business.

Driving ROI With VoC

Walker has identified multiple ways to measure ROI – there is not a one-size-fits-all solution. This paper will address each and conclude with some recommendations to help B-to-B practitioners evaluate which ROI approach will work best for their particular business need.