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Susan And Bill Have Relationship Problems – Episode 3

The Susan & Bill Trilogy The last time we met Susan and Bill, they were discussing survival tactics. Thankfully, they have managed to get the company back on an even keel – e… Read more
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Susan And Bill Have Relationship Problems – Episode 2

The Susan & Bill Trilogy Following on from last week’s post on Bill and Susan, we explore what happens next in their story. EPISODE 2: “Performing Zone” versus “Dan… Read more
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Susan And Bill Have Relationship Problems – Episode 1

The Susan & Bill Trilogy When our partner Deep-Insight launched its B2B NPS white paper, we created a storyline around two fictitious characters called Bill (a thoughtful bu… Read more
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Leadership – Optimistic Paranoia

Some years ago, I heard a radio interview with the chairman of a large technology company.  He was asked what key traits he looked for in his board. He summarised his answer as “op… Read more
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Leadership – Asking the Right Questions

“Management is about answers. Leadership is about questions.” There have been many acres of newsprint dedicated to defining the difference between management and leaders… Read more
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2019 – The Growth of Trust as a Core B2B Relationship Driver

“Leadership trust is driven by positive intentions translated and communicated effectively to the people that turn them into reality. The effect and experience is of mutua… Read more
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From Detailing to Value-Based Outcomes…The New World of Primary Healthcare.

Have you noticed how the future seems to have already arrived in primary healthcare? As suppliers into primary healthcare, two key areas are emerging: Economic-focused decisio… Read more
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What Will Your Customer Relationship Quality Be In 2019?

Amongst all the predictions and forecasts that you’ll read as we enter 2019, here’s one that I’m 100% certain will be spot-on for B2B companies this year: The quality of your… Read more
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2019 – Crystal Ball Time

It’s that time of year again for us to look ahead and try to make sense of the challenges ahead. Despite the political and world turmoil, business continued to tick along in 2018, a… Read more
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Two of the Most Common Mistakes Companies Make in Customer Experience

CXM the Customer Experience Magazine has recently published an article by one of our Customer Attuned Directors, Peter Lavers. In the article, Peter shares his experience from o… Read more