“These 68 ideas aren’t effortless. Not at all. They’re effortful. They take work and

it’s worth it. Worth it because your lazy competitors are just standing by waiting

for you to make a difference.”

Seth Godin, Author, The Icarus Deception

"An engaging, lively, and intensely practical guide to help put customer experience at

the very centre of your business."

Nick Chater, Professor of Behavioural Science, Warwick Business School and Co-Founder Decision Technology Ltd

"Truly lives up to its title. Packed with powerful, effective easy to

implement tips that will transform your business into a genuine customer

service champion."

Dee Blick, FCIM Chartered Marketer and #1 bestselling marketing author

"I love the way this book challenges management fads and lazy thinking and puts

people at the heart of making businesses great."

Guy Letts, Founder & CEO, CustomerSure

"Full of practical ideas that show you how to transform your business by standing

in your customer's shoes. Adrian has given us a road map, now we need to act on

it."

Bernadette Jiwa, Brand Story Strategist and Bestselling Author

“Adrian writes in a highly accessible and conversational manner that draws the

reader in. The book has a clear focus on what it takes to deeply understand and

continuously improve the customer journey experience. Ideas are well presented

as being both challenging as well as opportunities to drive customer satisfaction.

The ‘How to Use’ and ‘Insight in Action’ sections are highly practical and this

encourages the reader to take away ideas and apply them to real life situations. A

handbook to dip in to for inspiration, it also is a potent reminder of just how

important the small things as much as the big strategic initiatives”.  

Beverly Landais, FCMI FCIM, Marketing and Business Development Director, Saunderson House - Wealth Management

"Finally! Adrian Swinscoe delivers a book jam packed with 68 actionable concepts

to increase both the customer experience and the employee experience. Beyond

just theory, this book will benefit any business leader who wants to move the

needle on customer service."

Kevin Kruse, New York Times bestselling author of Employee Engagement 2.0

“As the informed and connected realm heightens every business’ challenge to win

and sustain customer share of mind, mastering customer experience emerges as

the key lever. How to Wow offers a compendium of techniques deeply grounded

in today’s digital context. Consider culling a selection to fit your constituency or

better yet, synthesizing the whole into a timeless fabric that forms the core of

success for any endeavor.”

Charlie Peters, Senior Executive Vice President, Emerson

“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

“These 68 ideas aren’t effortless. Not at all. They’re effortful. They take work and

it’s worth it. Worth it because your lazy competitors are just standing by waiting

for you to make a difference.”

Seth Godin, Author, The Icarus Deception

"An engaging, lively, and intensely practical guide to help put customer experience at

the very centre of your business."

Nick Chater, Professor of Behavioural Science, Warwick Business School and Co-Founder Decision Technology Ltd

"Truly lives up to its title. Packed with powerful, effective easy to

implement tips that will transform your business into a genuine customer

service champion."

Dee Blick, FCIM Chartered Marketer and #1 bestselling marketing author

"I love the way this book challenges management fads and lazy thinking and puts

people at the heart of making businesses great."

Guy Letts, Founder & CEO, CustomerSure

"Full of practical ideas that show you how to transform your business by standing

in your customer's shoes. Adrian has given us a road map, now we need to act on

it."

Bernadette Jiwa, Brand Story Strategist and Bestselling Author

“Adrian writes in a highly accessible and conversational manner that draws the

reader in. The book has a clear focus on what it takes to deeply understand and

continuously improve the customer journey experience. Ideas are well presented

as being both challenging as well as opportunities to drive customer satisfaction.

The ‘How to Use’ and ‘Insight in Action’ sections are highly practical and this

encourages the reader to take away ideas and apply them to real life situations. A

handbook to dip in to for inspiration, it also is a potent reminder of just how

important the small things as much as the big strategic initiatives”.  

Beverly Landais, FCMI FCIM, Marketing and Business Development Director, Saunderson House - Wealth Management

"Finally! Adrian Swinscoe delivers a book jam packed with 68 actionable concepts

to increase both the customer experience and the employee experience. Beyond

just theory, this book will benefit any business leader who wants to move the

needle on customer service."

Kevin Kruse, New York Times bestselling author of Employee Engagement 2.0

“As the informed and connected realm heightens every business’ challenge to win

and sustain customer share of mind, mastering customer experience emerges as

the key lever. How to Wow offers a compendium of techniques deeply grounded

in today’s digital context. Consider culling a selection to fit your constituency or

better yet, synthesizing the whole into a timeless fabric that forms the core of

success for any endeavor.”

Charlie Peters, Senior Executive Vice President, Emerson

“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

Adrian Swinscoe is a customer experience consultant and advisor, and has been growing and developing customer-focused large and small businesses for 20 years. He has previously worked with Shell, FT, The Economist Group and Mowlem, as well as consulting with hundreds of smaller businesses to help them engage with their customers, build their customer retention and improve service.