All Articles

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


How coaching can support B2B relationship management
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
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
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?
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
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!
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?
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
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?
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
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
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?
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
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
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
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?
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
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
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?
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
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?
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
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
Modern Retailing – Customer Centric and Insight Driven
SAS Report confirms that the Retail sector needs to do things differently
Author: Peter Lavers
I…

Dr Mark Hollyoake joins Ecclesiastical podcast to talk about why building trust in business is extremely powerful?
Why is building trust in business extremely powerful?
Most business-to-business (B2B) relationships are purely transactional, however, willingness to…

Why Build Trust?
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…

The Only One Business Show Podcast – Peter Lavers talks about Managing B2B Trust
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?
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?
What is Business-to-business trust?
It’s a willingness to make yourself vulnerable to another party in the expectation of positive outcomes.
Customer…

What’s the Relevance of Explainable AI in B2B?
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
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
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…

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

Strategic Objectives – Be Careful What You Wish For!
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
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
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?
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?
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
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
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
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…

How often do you take stock of your business and its performance?
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
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?
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?
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
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?
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
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
Negotiating in changing markets
For many experienced negotiators, either on the supplier or purchasing side, managing complex B2B negotiations…

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

Customer Centricity is More Important than Specialism
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?
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 Trust Dividend – by Dr Mark Hollyoake – Press Feature
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
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 – Speaker Spotlight
Register here

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

Customer Centricity Corner with Peter Lavers – Digital Transformation
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
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
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.
“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
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 – Part 2
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
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
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?

Building a High Performing Account Management Team
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…

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

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

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

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

How often do you take stock of your business and its performance?
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
Customer Attuned Director, Alan Thompson, was recently invited to take part in a podcast with Chris Withers, Broker Distribution Director at Ecclesiastical…