Adrian Swinscoe

It's no longer sufficient to talk about customer experience in isolation. To succeed, we need to think about experience holistically if we are to deliver the outcomes and reach the heights we aspire to.

Punk XL, where XL stands for eXperience Leadership, seeks to explore what it means and takes to deliver a great experience at different levels (individual, team, organisation, customer and beyond) and features contributions from a number of different experience "artists" from around the… Show more

It's no longer sufficient to talk about customer experience in isolation. To succeed, we need to think about experience holistically if we are to deliver the outcomes and reach the heights we aspire to.

Punk XL, where XL stands for eXperience Leadership, seeks to explore what it means and takes to deliver a great experience at different levels (individual, team, organisation, customer and beyond) and features contributions from a number of different experience "artists" from around the world.

Thanks to Ari Weinzweig, Amy Scott, Lara Khouri, Richard Hammond, Serena Riley, Joyce Kim, Paul Greenberg, Martin Lucas, Karen Jaw-Madson, Sandra Thompson, Sandra De Zoysa, Clare Muscutt, Tom Watts, Matt Wilson and Oisin Lunny. Show less

Is it time to consider what a punk rock version of CX would look and feel like, particularly given that many reports suggest that around 70% of customer experience projects fail to deliver on their promises? If so, what would that look and feel like?

Adrian Swinscoe in his new book ‘Punk CX', tackles some of these questions and shares some key insights and practical takeaways that will allow you to harness your inner punk and transform your own customer experience.

Looking to improve your customer experience? These 68 strategies will show you how to stand out from your competitors, whatever your business.

Full of practical tips, inspiring insights and interviews with a wide range of leaders and entrepreneurs, How to Wow reveals all you need to deliver a world-class customer experience. Covering both the customer and business side of the equation, you’ll learn how to attract new customers, design a leading customer experience and quickly resolve a… Show more

Looking to improve your customer experience? These 68 strategies will show you how to stand out from your competitors, whatever your business.

Full of practical tips, inspiring insights and interviews with a wide range of leaders and entrepreneurs, How to Wow reveals all you need to deliver a world-class customer experience. Covering both the customer and business side of the equation, you’ll learn how to attract new customers, design a leading customer experience and quickly resolve a wide range of problems, plus much more.

Don’t let your business fall behind, look inside and take your customer experience to the next level.



“Essential and powerful insights for everyone who aspires to map out and enhance the customer journey and drive growth.” - Keith Lewis, COO, Matchtech Group plc

 

“At last – a book that provides practical ways of delivering the superior experience that today’s customers demand.” - Olivier Njamfa, Co-Founder and CEO of customer experience software company Eptica Show less

This book puts forward a simple framework for established businesses about creating a RARE business. RARE in used in this sense to mean something that is unusually great , rather than something that is seldom seen. This framework if implemented provides comparable, or better, growth results by changing focus from attracting new customers to nurturing and developing your existing customer base. The tone of the book is conversational and informal and, as such, the techniques and strategies… Show more

This book puts forward a simple framework for established businesses about creating a RARE business. RARE in used in this sense to mean something that is unusually great , rather than something that is seldom seen. This framework if implemented provides comparable, or better, growth results by changing focus from attracting new customers to nurturing and developing your existing customer base. The tone of the book is conversational and informal and, as such, the techniques and strategies highlighted are straightforward, practical and easy to implement. The book is also complemented by interviews and insights on customer retention and growth, not from other writers or celebrity entrepreneurs but from 16 CEOs and MDs of leading and successful mid-sized companies. Finally, the book is unique in that it is presented in a hybrid book/notebook format similar and is illustrated by some original cartoons. The intent is to turn the business book into something that is desirable, engaging, bite-sized and, most importantly, encourages the reader to do something with the ideas that it contains. Show less

This is my blog otherwise known as my public, thinking, digital notepad where I develop and share ideas, strategies and insights on building businesses that customers love, including customer related issues, marketing and social media, as well as interviews with the great and the good from around the world of business.

My column in the Entrepreneur section of Forbes.com, where I write about customer experience and the customer's experience.