Blog

All Articles

B2B Trust

Customer Centricity

Customer Management

Sales & Account Management

Trust Evaluation & Development

Embedded Trust

Business Capabilities

Training & Development

All Articles

Building a High Performing Account Management Team

November 28, 2023

Another successful development programme for a key client Over the past several months, a number of the Customer Attuned team, David Brown, Dr Mark Hollyoake…

Customer Centricity Corner with Peter Lavers – What customer centricity means in a intermediated business model.

October 4, 2023

What customer centricity means in a intermediated business model. How can you be customer centric when there's an intermediary 'in the way'? Many…

Why should Account Management teams work with coaches?

July 31, 2023

Why should Account Management teams work with coaches? And what are the benefits? In today's fast-paced business environment, account management…

Customer Centricity Corner with Peter Lavers – the difference between customer strategy and sales strategy in B2B

July 26, 2023

Customer Centric Account Management Part 2 If you know us or have seen previous episodes of the Customer Centricity Corner will recognise that our purpose…

From good to great: how coaching improves sales and new business development

July 24, 2023

From good to great: how coaching improves sales and new business development Your business might already be achieving good sales results –…

When coaching can enhance sales training and development

July 17, 2023

When coaching can enhance sales training and development Have you ever run a training programme in your business, then watched as some or most of the…

Protected: Partnership Survey 2023 Results

How coaching can support B2B relationship management

July 10, 2023

How coaching can support B2B relationship management Executive coaching has become an increasingly popular tool for businesses looking to improve…

A Business to Business Model of Trust

June 27, 2023

In this whitepaper, Dr Mark Hollyoake together with Dr Melanie Ashleigh and Professor Malcolm Higgs, review and examine inter-organisation, inter-team…

Customer Centricity Corner with Peter Lavers – Listening to Customers

June 26, 2023

The difference between “doing surveys” and really listening to customers! In this edition of the Customer Centricity Corner Rachel Waterfield, Customer…

Dr Mark Hollyoake joins Ecclesiastical podcast to talk about why building trust in business is extremely powerful?

June 20, 2023

Why is building trust in business extremely powerful? Most business-to-business (B2B) relationships are purely transactional, however, willingness to…

Customer Centricity is More Important than Specialism

June 8, 2023

Customer Centricity is More Important than Specialism Have you ever been part of a conversation where the comment is made that “most companies…

Strategic Objectives – Be Careful What You Wish For!

June 8, 2023

Strategic Objectives - Be Careful What You Wish For! The Unintended Consequences of Un-Customer Centric Strategic Objectives Many of you be…

What is the role of a leader in learning and development?

June 2, 2023

What is the role of a leader in learning and development? Training expert Alan Thompson at Customer Attuned, invited Stewart Waddy, Head of Strategic…

Customer Centricity Corner with Peter Lavers – Customer Focus in High Pressure Sales Environments

May 15, 2023

How can we maintain customer focus in a highly competitive and quarterly-sales-driven industry sector? In this edition of the Customer Centricity Corner…

How often do you take stock of your business and its performance?

May 3, 2023

How often do you take stock of your business and its performance? I was prompted to write this after responding to a LinkedIn survey by my colleague…

Alan Thompson Joins Ecclesiastical Podcast to talk about Broker Differentiation

May 3, 2023

Customer Attuned Director, Alan Thompson, was recently invited to take part in a podcast with Chris Withers, Broker Distribution Director at Ecclesiastical…

Peter Lavers looks back at new product launches

April 26, 2023

Rolls-Royce Silver Seraph and Bentley Arnage launches 25 years on Many of you will know that our founding director Peter Lavers' early career was with…

How do companies measure investment in training?

April 25, 2023

How do companies measure investment in training? In this episode, Sales and Capability Training Experts, Alan Thompson and David Brown, hold an interesting…

Dr Mark Hollyoake is featured as a leading authority on B2B Trust in Trust Across America

April 19, 2023

Dr Mark Hollyoake Features in US Think Tank: Trust Across America It is our pleasure to announce that Dr Mark Hollyoake has been selected by Trust Across…

Customer Centricity Corner with Peter Lavers – Why B2B companies need an explicit Customer Strategy

April 17, 2023

Doesn't every B2B company already have a customer strategy? Well, you may be surprised to find out that we still come across companies that don’t…

Customer Centricity Corner with Peter Lavers – Digital Transformation

March 13, 2023

How to ensure that Customer Centricity is central in your drive to digitally transform your company In this edition of the Customer Centricity Corner,…

Why Build Trust?

February 28, 2023

Why bother, why build trust in my organisation? There’s a lot of talk about why you could build trust in B2B these days, and a lot of inflated claims…

Customer Centricity Corner with Peter Lavers – Keeping customers at the heart of Innovation

February 20, 2023

Keeping customers at the heart of Innovation Companies are well aware that they must continue to innovate to survive, but how can they do this in a customer…

Peter Lavers’ article on thrifting gets featured in CX Magazine

February 20, 2023

Many people believe that 'thrifting' only refers to second-hand shopping, charity shops, flea markets/rummage sales, and buying all things “vintage”…

Customer Centricity Corner with Peter Lavers – What is Customer Centric Account Management?

February 6, 2023

What is Customer Centric Account Management? The subject today is “Customer Centric Account Management”, and I’m delighted to introduce two guests,…

Customer Centricity Corner with Peter Lavers – What Loyalty Means in Business to Business

January 23, 2023

What Loyalty means in Business to Business Everyone who’s passionate about customer centricity would agree that loyalty is a good thing. But when your…

Can ‘thrifting’ be incorporated into mainstream Retail?

January 18, 2023

Can ‘thrifting’ be incorporated into mainstream Retail? SAS Report inspires new ideas to reach savvy and sustainability-conscious shoppers The SAS…

Customer Centricity Corner with Peter Lavers – Using Customer Segmentation Models

January 10, 2023

CUSTOMER CENTRICITY CORNER - Using Customer Segmentation Models Customer Attuned director and CX Influencer, Peter Lavers, talks with Appreciate…

Modern Retailing – Customer Centric and Insight Driven

December 19, 2022

Modern Retailing – Customer Centric and Insight Driven SAS Report confirms that the Retail sector needs to do things differently Author: Peter Lavers I…

1 2 3 4 5 6 7 8

Click to read all items on:

Dr Mark Hollyoake joins Ecclesiastical podcast to talk about why building trust in business is extremely powerful?

June 20, 2023

Why is building trust in business extremely powerful? Most business-to-business (B2B) relationships are purely transactional, however, willingness to…

Why Build Trust?

February 28, 2023

Why bother, why build trust in my organisation? There’s a lot of talk about why you could build trust in B2B these days, and a lot of inflated claims…

Peter Lavers talks about Managing B2B Trust on The Only One Business Show Podcast

The Only One Business Show Podcast – Peter Lavers talks about Managing B2B Trust

October 21, 2022

The Only One Business Show Podcast - Peter Lavers talks about Managing B2B Trust James Nathan, is one of the world's top 30 global gurus in…

Who do you trust when times are tough?

October 19, 2022

In this blog, Dr Mark Hollyoake looks at issues of who you can trust when times are tough, using examples from the retail sector. Knowing where your B2B…

What is Business-to-Business Trust?

October 10, 2022

What is Business-to-business trust? It’s a willingness to make yourself vulnerable to another party in the expectation of positive outcomes. Customer…

Explainable Ai - What is the B2B relevance?

What’s the Relevance of Explainable AI in B2B?

September 22, 2022

What’s the Relevance of Explainable AI in B2B? Explainable or Interpretable AI (XAI) is all about humans being able to understand the result, output…

B2B Leaders – Make Trust Building A Reality – B2B Trust Series Part 2

May 4, 2021

B2B Leaders, Make Trust Building A Reality In this blog Dr Mark Hollyoake, addresses Trust at organisation /leadership level and your role as a leader…

What is your Customer Relationship Purpose? B2B Trust Series Part 1

March 18, 2021

What is your Customer Relationship Purpose? How many of us have actually taken the time to ask ourselves this question and then tried to answer it? And…

1 2

Customer Centricity Corner with Peter Lavers – What customer centricity means in a intermediated business model.

October 4, 2023

What customer centricity means in a intermediated business model. How can you be customer centric when there's an intermediary 'in the way'? Many…

Customer Centricity Corner with Peter Lavers – the difference between customer strategy and sales strategy in B2B

July 26, 2023

Customer Centric Account Management Part 2 If you know us or have seen previous episodes of the Customer Centricity Corner will recognise that our purpose…

Customer Centricity Corner with Peter Lavers – Listening to Customers

June 26, 2023

The difference between “doing surveys” and really listening to customers! In this edition of the Customer Centricity Corner Rachel Waterfield, Customer…

Customer Centricity is More Important than Specialism

June 8, 2023

Customer Centricity is More Important than Specialism Have you ever been part of a conversation where the comment is made that “most companies…

Customer Centricity Corner with Peter Lavers – Customer Focus in High Pressure Sales Environments

May 15, 2023

How can we maintain customer focus in a highly competitive and quarterly-sales-driven industry sector? In this edition of the Customer Centricity Corner…

Customer Centricity Corner with Peter Lavers – Why B2B companies need an explicit Customer Strategy

April 17, 2023

Doesn't every B2B company already have a customer strategy? Well, you may be surprised to find out that we still come across companies that don’t…

Customer Centricity Corner with Peter Lavers – Digital Transformation

March 13, 2023

How to ensure that Customer Centricity is central in your drive to digitally transform your company In this edition of the Customer Centricity Corner,…

Customer Centricity Corner with Peter Lavers – Keeping customers at the heart of Innovation

February 20, 2023

Keeping customers at the heart of Innovation Companies are well aware that they must continue to innovate to survive, but how can they do this in a customer…

1 2

Strategic Objectives – Be Careful What You Wish For!

June 8, 2023

Strategic Objectives - Be Careful What You Wish For! The Unintended Consequences of Un-Customer Centric Strategic Objectives Many of you be…

Peter Lavers looks back at new product launches

April 26, 2023

Rolls-Royce Silver Seraph and Bentley Arnage launches 25 years on Many of you will know that our founding director Peter Lavers' early career was with…

Customer Centricity Corner with Peter Lavers – Digital Transformation

March 13, 2023

How to ensure that Customer Centricity is central in your drive to digitally transform your company In this edition of the Customer Centricity Corner,…

Is your company Customer Attuned?

June 15, 2022

Customer Management looks different for a lot of companies, for one company Customer Experience is the priority, for another it's about Building Trust,…

How well do you manage customer value?

May 6, 2022

In the insurance and wider financial services sector, the concept of customer value is growing in profile all the time. This has come about mainly, though…

No going back to the old way of managing customers and partners

March 25, 2022

No going back to the old way of managing customers and partners Let's face it, there is no going back to the old way we are used to in how we manage our…

Six lenses of best practice for Customer Charter development

February 10, 2022

Customer charters can play a key role in manifesting your wider brand promise into concrete standards and commitments that you are happy for your customers…

New Event: The Impact of Hybrid Working on How we Build and Manage Trusted Customer Relationships

October 27, 2021

The Impact of Hybrid Working on How we Build and Manage Trusted Customer Relationships We are pleased to announce our next event will be on how we build…

1 2

How often do you take stock of your business and its performance?

May 3, 2023

How often do you take stock of your business and its performance? I was prompted to write this after responding to a LinkedIn survey by my colleague…

Alan Thompson Joins Ecclesiastical Podcast to talk about Broker Differentiation

May 3, 2023

Customer Attuned Director, Alan Thompson, was recently invited to take part in a podcast with Chris Withers, Broker Distribution Director at Ecclesiastical…

How do companies measure investment in training?

April 25, 2023

How do companies measure investment in training? In this episode, Sales and Capability Training Experts, Alan Thompson and David Brown, hold an interesting…

Customer Centricity Corner with Peter Lavers – What is Customer Centric Account Management?

February 6, 2023

What is Customer Centric Account Management? The subject today is “Customer Centric Account Management”, and I’m delighted to introduce two guests,…

Sales Capability Frameworks for Key Account Managers

December 19, 2022

Sales Capability Frameworks for Key Account Managers Alan Thompson and David Brown discuss Sales Capability Frameworks and building competency pathways,…

Why is it important to have a Sales & Account Management Framework?

November 14, 2022

Why is it important to have a Sales & Account Management Framework? Experts in people development, Alan Thompson and David Brown, discuss…

Trust is Key to Growth in Sales and Account Management

October 31, 2022

Trust is Key to Growth in Sales and Account Management Dr Mark Hollyoake was recently asked to lead a talk on B2B Trust with the Institute of Sales Professionals. In…

Negotiating in Changing Markets

August 16, 2022

Negotiating in changing markets For many experienced negotiators, either on the supplier or purchasing side, managing complex B2B negotiations…

1 2

Trust Evaluation & Development

Building Trust in the Supply Chain

March 9, 2021

How do you go about building trust in the supply chain? Working with independent food and beverage wholesalers during the pandemic has been a real rollercoaster…

Is it possible to systematically develop trust to a mutual competitive advantage in B2B?

April 16, 2020

When companies and suppliers are reliant on each other for mutual benefit, is it possible to systematically develop trust to a mutual competitive advantage…

The Softer Side of Trust Building

November 22, 2016

When looking at literature on B2B trust and empirical evidence on building a trust based relationship, I identified drivers which fall into two distinct…

Building Trust into your Customer Plans

May 26, 2016

Few people would doubt that building trust forms one of the foundations of a positive and mutually beneficial relationship. Yet, within B2B a lot of research…

The Great Debate (5) – Building Trust

March 23, 2015

Trust is the willingness to be vulnerable based upon positive expectations about another’s intentions or behaviours. - Rousseau et al Trust is one…

Ten insights from the B2B sector about Building Trust

March 5, 2015

In the latest Great Debate at the magnificent Crystal Building in London we discussed the most fundamental component of B2B customer relationships: Trust.…

1 2

Customer Centricity is More Important than Specialism

June 8, 2023

Customer Centricity is More Important than Specialism Have you ever been part of a conversation where the comment is made that “most companies…

Why is Trust key in Financial Services?

March 3, 2022

Why is Trust key in Financial Services? The financial services sector shows no signs of slowing down, a lack of challengers, disruptors or a…

The International Journal of Sales Transformation

The Trust Dividend – by Dr Mark Hollyoake – Press Feature

October 7, 2021

The Trust Dividend by Dr Mark Hollyoake, featured in The International Journal of Sales Transformation. October 2021 To read the full article, click…

Building ‘Business-to- Business’ Trust At Operations Level. Part 3

July 16, 2021

Building ‘Business-to- Business’ Trust At Operations Level Let's take a look at trust development and how to "make it happen" and turn leadership…

The Trust Factor - making B2B Trust Your Business DNA

The Trust Factor – Speaker Spotlight

October 7, 2020

Register here

Losing the opportunity to add value could also lose you trust and the business.

June 16, 2020

As an insurance broker, your role is to understand my insurance needs and find the best match to the market to meet those needs. Given there…

Trust is not a binary on/off switch

December 17, 2019

Why building, protecting and recovering trust is a business imperative By Peter Lavers and Mark Hollyoake Trust is a hot topic! Here in the UK it…

Trusted Relationships = Consistently Good Service

June 6, 2019

At Deep-Insight, I spend a lot of my time trying to help our clients figure out how to build strong trusted relationships with their B2B (Business-to-Business)…

1 2

Customer Centricity Corner with Peter Lavers – Digital Transformation

March 13, 2023

How to ensure that Customer Centricity is central in your drive to digitally transform your company In this edition of the Customer Centricity Corner,…

Customer Centricity Corner with Peter Lavers – Keeping customers at the heart of Innovation

February 20, 2023

Keeping customers at the heart of Innovation Companies are well aware that they must continue to innovate to survive, but how can they do this in a customer…

Playbooks in customer experience management

March 28, 2022

In my role as a consultant and adviser to companies across sectors, I am increasingly coming across and hearing about the utilisation of playbooks in customer…

Utilities need to improve the customer experience for B2B key accounts.

March 16, 2022

“Utilities today are facing more existential threats than ever before. Third-party providers of clean energy now offer a credible alternative to the…

Watch the Panel here – Digital Transformation In Healthcare

November 8, 2021

What does it take to lead a digital transformation in healthcare? Wil Payne, Leadership consultant and coach of Newland Partners, chaired the second panel…

Digital Transformation in Healthcare event 2

Digital Transformation in Healthcare – Part 2

October 12, 2021

What does it take to lead a digital transformation in healthcare? Wil Payne, Leadership consultant and coach, chairs the second panel discussion in this…

Top 25 CX Blogs

June 23, 2021

We are delighted to announce that the Customer Attuned blog has been included in HelpSquad's list of "25 Customer Experience Blogs to Add to your Weekly…

Supporting clients as they manage their new homeworkers

December 8, 2020

One thing that we haven’t been short of in social media this year, has been articles and advice aplenty on how to deal with the challenges posed by Covid19, but what about articles on supporting clients as they manage their new homeworkers?

1 2