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Customer Attuned spotlights Employee Relationship Quality (ERQ)

Customer Attuned have been managing Customer Relationship Quality (CRQTM) programmes with our UK clients for a number of years. But did you know that we also offer an Employee ver… Read more
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12 Days of Xmas #7: my COO said to me “How can our operations be more customer focused?”

On the 7th day of Christmas my COO said to me “How can our operations be more customer focused?” It’s one thing to talk strategically about customer centricity in B2B but it… Read more
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12 Days of Xmas #6: My head of customer experience said to me “If Santa can map his journey to deliver on time then why can’t we?”

On the 6th day of Christmas my head of customer experience said to me, “If Santa can map his journey to deliver on time then why can’t we?” Well ok, that may be too difficult a tas… Read more
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12 Days of Xmas #2: A broker said to me “You listened to me and improved your service”

On the 2nd day of Christmas my top broker said to me “You really listened to me and improved your service”. Is this something you might hear from your brokers? Would you know the c… Read more
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Four key areas for developing a proposition for intermediated business

Does your business rely heavily on an intermediary as part of the overall customer journey? If so, the process for developing a compelling proposition is more complex than simply… Read more
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The world of insurance is complex. Do you understand how it works?

CUSTOMER MANAGEMENT IN A WORLD OF INTERMEDIARIES AND BROKERS  Are you new to marketing or strategy in B2B insurance? Or have you worked in the industry for a while and want to add mo… Read more
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Customer Management in a world of Intermediaries and Brokers

“Just who is the customer here?” In this article, the third in our series exploring the intermediated / broker relationships in Financial Services, we focus on the q… Read more
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How Equitable are your Broker and Intermediary Relationships?

BROKERS AND INTERMEDIARIES “DEPENDENT or INTERDEPENDENT” How Equitable are your Relationships? The role of the broker / intermediary / agent within the financia… Read more