Punk CX with Adrian Swinscoe
Painting Outside the Lines of Customer Service
Shep Hyken interviews Adrian Swinscoe. They discuss his new book, Punk CX, and talk about how to apply punk sensibility to the customer service world.
The Interview with Adrian Swinscoe:
The speed of change is unceasingly fast, but true progress can be impeded by too much to quickly. Many organizations, in fact, make it difficult for their people to deliver good service. The punk movement, inherently, was born out of a desire to disrupt and simplify. That’s what needs to happen with customer service and experience.
Customers notice small details and these have a huge impact on their overall experience. For example, let’s say a customer is enjoying everything about a restaurant, but when they go to the bathroom, it is horrifically dirty and smelly. That will affect their overall experience and enjoyment of the restaurant; they may wonder if the
