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Managing customer relationships in a virtual world

In recent months, we have been responding to the challenge that many of our clients have been facing in working in a largely virtual world due to Covid-19 lockdown restrictions. We… Read more
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Joined up Voice of Customer and Staff Studies

In my many years as a practitioner and consultant in the field of Customer Management I’ve often wondered why business treats its Voice of Customer (VoC) and Voice of Employee (VoE… Read more

Dr Mark’s Virtual Tea Time Chat with David Southern, Spirit Access.

Welcome to the next episode in Dr Mark’s Chats. Today Mark has a virtual cup of coffee with David Southern, Managing Director of Spirit Access: https://www.spirit-health… Read more
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The Trust Factor – Making B2B Trust your business DNA – Read the panel summary

B2B trust can be defined as; “The willingness to be vulnerable to another party and the decision to engage in actions based upon an interpretation of their ability, credibility an… Read more

The Trust Factor – Making B2B Trust your Business DNA – Read the panel summary here

“There is no getting away from the fact that as we start to pick our way through the crisis towards recovery, trust is going to have a far more pivotal role in our customers and supplie… Read more

Panel Summary: The Trust Factor Panel Discussion

In this video, Dr Mark Hollyoake shares key messages from the discussion and how they resonate with this research. Welcome to the third online panel discussion and second in the se… Read more

Q3: The Trust Factor Panel Discussion

We asked the panellists: How do you see the role of trust evolving as we enter recovery? Welcome to the third online panel discussion and second in the series of Providing Leadershi… Read more

Q2: The Trust Factor Panel Discussion

In part three, we ask the panel: How are you adapting your sales and services? And what role do you see as trust playing in the development of B2B relationship? Welcome to the third on… Read more

Q1: The Trust Factor Panel Discussion

In part two, we ask the panellists: What organisational change and the role of trust in the development of B2B relationships have occurred? Welcome to the third online panel discu… Read more

Introduction: The Trust Factor – Making B2B Trust Your Business DNA

Welcome to the third online panel discussion and second in the series of Providing Leadership in the New Normal. In this panel discussion, we discuss The Trust Factor why making it… Read more