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 experience managem… Read more
About Peter Lavers
Peter is an expert in relationship marketing and customer experience management. He is a Director of Customer Attuned, helping clients to develop new and innovative ways to find, engage and satisfy customers.
Entries by Peter Lavers
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 to judge you by.
In hund… Read more
I was delighted to be interviewed by Onalytica recently – the World’s largest B2B influencer marketplace.
In the interview I’m asked about how I became rec… Read more
The SAS Global Forum is an event that brings together the most curious minds in analytics and data science.
It is a must for anybody interested in being more insight-led as a busines… Read more
As an independent customer experience expert on the SAS Collaborators Programme, I’m delighted to have my new blog “Why treating customers fairly should be a top pr… Read more
Timing always seems to be an issue with new voice of the customer (VoC) surveys, capability building, and customer experience (CX) improvement programmes.
I often hear “l… Read more
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
There is widespread agreement that the New Normal will look very different to the old normal, and to get through it’s going to take leaders who champion new insight-led ways… Read more
Most companies are facing their biggest challenges of peacetime history as we navigate through the Coronavirus pandemic.
Some won’t make it.
Falling sales and profits?
Many are… Read more
Peter Lavers, Director, Customer Attuned, latest blog is featured in MyCustomer.Com
“How to deliver ‘human’ CX in a digital future”
Re… Read more