Adrian Swinscoe on Leading From The Edge

Are you creating your own best practices or following others in your industry? In today’s episode, Andy uncovers customer service insights with Adrian Swinscoe, customer service advisor, and author. They discuss the importance of paying attention to the edges and identify the one vital ingredient to a bigQUEST: bravery to try something new and embrace the possibility of failure.



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3 Insights from Adrian

1. There's opportunity in studying the dissatisfiers.

“Studies have shown that we remember things that are associated with risk and disappointment and failure or uncertainty between 5 and 17 times more than we do things associated with joy and surprise and delight... We are hardwired to avoid these things, and yet I don't think that organizations spend enough time meditating on that type of stuff and actually doing the real work that means they can be 100% effective 100% of the time.”

2. Many leaders are actually just following others in their industry. 

To drive different results, we must adopt new patterns. 

“They're following what they think they should do, rather than actually getting down to, "What are we doing, and why? And why does it matter? Why does it matter to us, and why does it matter to our customers?”

3. Experience is an evolving domain.

“We need to look much more closely at the experience of the leader at all levels of the organization, whether they’re at the board level or all the way down to the person who's running that frontline team, because they are hugely important connective tissue in our organizations.”

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About Your Host

 Andy Murray

 CEO and Founder of bigQUEST

Andy is a highly effective senior leader with a passion for growth, creating cultures that unleash talent, and building capabilities through collaboration across functions. He has held leadership roles across retail (Walmart), CPG (P&G), start-ups (Mercury 11, Saatchi X) and global organizations (Asda U.K.). A creative problem solver, innovator, and marketer, he is known for building high-performing teams and delivering results.

Andy is a lifetime Honorary Board member of the University of Arkansas's Center for Retail Excellence where he helped developed the Center's presence and Innovation conferences. He is also an Early Board Member for the Soderquist Center for Leadership and Ethics college. Andy was inducted into the Shopper Marketing Hall of Fame in 2013 for his pioneering work in developing best practices and industry leadership in the emerging field of Shopper Marketing. He currently serves as Chairman of Asda Foundation.

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About Our Guest

 Adrian Swinscoe 

Best-Selling Author | CX Punk

Adrian Swinscoe is a best-selling author, Forbes contributor, speaker, investor, advisor and aspirant CX Punk. 

He has been growing and helping develop customer-focused large and small businesses for over 25 years now. 

His clients have included Sky, NowTV, Apple, KFC, Philips, Cancer Research UK, Talk Talk, Gazprom, Intercontinental Hotel Group, Olympus, Harper Collins, Microsoft, Pearson and Costa Coffee to name but a few.

Adrian is a frequent writer, podcaster and speaker on all things related to customer service and experience. 

He published a best selling book in 2016 called How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing (Pearson) and recently published an exciting new book: Punk CX

 You can find out more about Adrian via: 

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