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Customer feedback
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Asking your customers for feedback about your product or service can be a tricky thing. In this lesson, customer service and experience strategist, Adrian Swinscoe, discusses the challenges of asking for feedback too soon, or too late.

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Customer loyalty
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Do loyalty schemes really work? In this lesson, customer service and experience strategist, Adrian Swinscoe, challenges just how successful loyalty cards are in retaining and growing customers

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Drayton Bird on creativity and where it originates
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You have your marketing plan and you understand your competitive advantage, but from where does the creativity originate? In this lesson, advertising legend, Drayton Bird, reflects on some of the creative lessons he has learned in his career…

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Enabling customers to help each other
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When you are in the market to make a purchase, who are you inclined to believe the most – fellow shoppers or the seller’s hype? Adrian Swinscoe explains how some suppliers are turning their customers into advocates – with phenomenal results.

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Paying for customer service
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Is being the cheapest the surest route to success? In this lesson, customer service and experience strategist, Adrian Swinscoe, explains why people are prepared to pay for customer service.

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Customer engagement
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In your effort to improve your service or product, when was the last time you asked your customers to help? In this lesson, customer service and experience strategist, Adrian Swinscoe, explains that to really engage customers, you need to be willing to fail.

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The seven step process
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In his book, ‘On-Purpose’ business consultant and author Shaun Smith, sets out a ‘seven step process’ that a business need to go through in order to achieve an ‘on-purpose brand’. In this lesson, he explains the seven steps.

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Measuring customer experience
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Organisations today talk a lot about delivering great customer experiences. In this lesson, business consultant and author Shaun Smith, explains how to go about it.